1. Using Web Self- Service & Chat to Resolve Customer Issues Co-Presented By: Mitch Kramer SVP - Senior Consultant, Patricia Seybold Group Christopher Hall VP Marketing, KANA

2. Do You Know Me? ●Patricia Seybold Group is the Customers.com company ●Analyst/Consultant in the technologies, techniques, tools, and processes of the customer experience ●Historian ●Writer

3. Axioms for e-business ●Your customer need your help on every channel across which they interact with you in every phase of the lifecycle of their relationships with you. ●Make it easy for your customers to do business with you.

4. May I Help You? Customer Service Buy/ Renew Use/ Maintain InstallSelect Explore Plan

5. Delivering Excellent Customer Service ●Know your customers and their relationships with you (Who they are, their preferences, their accounts and balances, the products that they’ve purchased, their entitlements, their outstanding incidents and issues). ●Know their Customer Scenario. ●Know their recent interactions. (Don’t make them repeat their story.) …on every channel, across every phase of their lifecycle

6. Self-Service in Financial Services ●You thought you were going to save money, but many customers really wanted to help themselves. ●You’ve come a long way from “on-line checking” on dial-up networks ●Financial services Web sites now support the complete customer lifecycle

8. Complex Products and Processes ●IRA, SEP, 401k, 403b ●Compliance …customers can’t help themselves. They want assistance.

9. Conventional Assisted Service ●Branch ●Call center ●Email …..might not make it easy for your customers to do business with you

10. Assisted Service Possibilities ●Chat ●Co-browse …..seamless escalation from self service to assisted service

11. Chat and Co-browsing ●Origins in retail ecommerce ●Great applicability to financial services ●Product selection ●Application processing

12. Chat and Co-browsing Requirements ●Deliver customer context to chat/co-browse agent ●Captures and logs agent/customer dialogs ●Seamless escalation to contact center application ●Seamless integration with ●Web site ●Portals technology platforms ●Ecommerce systems ●Customer service systems ●CTI systems

13. Advantages and Benefits To your customers Accomplish their financial tasks more efficiently and more effectively Easier to do business with you To you Improved customer experience Improved product acceptance Staffing efficiencies

14. The Constant Demands on Customer Service Falling Margins Rising Costs Increasing Demand Increasing Complexity

15. How to Solve the Supply Versus Demand Problem? Service Capacity Inquiries Per Hour Customer Dissatisfaction Increased Staff Decreased Staff Excess Capacity Poor Service Levels Exceptional Service Levels Trying to achieve the impossible… Streamline Customer Intentions - ACD Optimize Workforce Management Streamline Desktop – CTI, Case Mgmt, 360 View

16. New Trends are Emerging… Service Capacity Inquiries Per Hour Customer Dissatisfaction Excess Capacity Poor Service Levels Controlling Capacity Increasing 1 st Contact Closures Increasing Self Service Adoption Exceptional Service Levels Latest Trends used to control demand … Push Specific Transaction Types to Web Self Service Implement a WSS escalation strategy (not to the call center) Leverage offshore vendors for increased e-channel capacity Increase use of Chat to promote online utilization support Increased us of Chat to support hi-end banking products

17. Common Mistakes We See in Web Self-Service… Web Customer Solution not found SearchSearchSearchSearch Typical Web Self-Service Experience

18. Common Mistakes We See in Web Self-Service… Typical Web Self-Service Experience Web Customer Solution not found SearchSearchSearchSearch Slow Response Email No Offering Collaboration

19. Further Compounding the Demand Problem… Typical Web Self-Service Experience Simply becomes another phone experience Web Customer Solution not found SearchSearchSearchSearch Slow Response Email Phone No Offering Collaboration Agent What’s the problem again? Who are you? What did you already try?

20. Often - Negatively Impacting Call Times… Industry Average Talk Time Impact of Deflection on Talk Time <15% 15% to 25% Over 25% <15% 15% to 25% Over 25% Self - - Service Deflection Phone Talk Time Industry Average Talk Time Impact of Deflection on Talk Time <15% 15% to 25% Over 25% <15% 15% to 25% Over 25% Self - - Service Deflection Phone Talk Time

21. Or - Never Meeting Customer’s Expectations… 24 hour electronic response times are NO LONGER ACCEPTABLE!

22. Resulting In Unhappy Customers… Most Common Customer Complaints Time to Resolve Issues Quality of Product Lack of Resolution Knowledge of Service Agent Time to Reach an Agent Availability of online Resources Support Web Site ease of use Cost of Services Phone System Navigation Professionalism of Agents Corporate Policies Source: SSPA Support Benchmark Study *

23. Appropriately Managing Web Self-Service Web

24. Guided Knowledge Approach versus GooglingGooglingGooglingGoogling Solution Found Web Common Knowledgebase Self-Service Structured Search Key Questions

25. Provide Convenient One- Click Escalation Solution Found Web Collaboration Email Solution Not Found Escalate to Assisted Channel Common Knowledgebase Self-Service Structured Search Key Questions

26. Escalate the Entire Experience… Solution Found Web Collaboration Email Solution Not Found Escalate to Assisted Channel Interaction Recorded Unified Routing Suggest Answer Common Knowledgebase Self-Service Structured Search Key Questions Evaluate

27. Empower Agents with Answers & Advice Solution Found Web Collaboration Email Solution Not Found Escalate to Assisted Channel Interaction Recorded Unified Routing Suggest Answer Collaborate or Escalate SME / Tier 2 Common Knowledgebase Self-Service Structured Search Key Questions Evaluate Level 1 I see what you did!

28. Empower Agents with Answers & Advice Solution Found Web Collaboration Email Solution Not Found Escalate to Assisted Channel Interaction Recorded Unified Routing Suggest Answer Collaborate or Escalate SME / Tier 2 Resolution Common Knowledgebase Self-Service Structured Search Key Questions Evaluate Experience Great Online Customer Service! Level 1 I see what you did? This will work better!

29. Who’s Using Web Self- Service Today?

30. Real Results with Web Self-Service… - Business Challenges - Business Challenges Increasingly complex product portfolio Manage costs while improving customer satisfaction Increase agent competence/skill Increase global competitiveness with 24x7 service KANA Solution (Agent IQ / Customer IQ) Implemented phase on in 45 days Training time reduction of 66%, 17% call deflection to web self-help 22% reduction in AHT 20% reduction in call abandonment Positive ROI in under 6 months

31. Who is Using Chat Today?

32. Real Results with Chat… - Business Challenges - Business Challenges Differentiate business using better customer service Reduce online banking support costs Improve online adoption and enhance customer satisfaction KANA Solution (Response Live) 96% first call resolution rates Expect 15%–25% fewer customer service interactions 14% increase in cross-selling rates Anticipate increase online adoption of online banking and bill payment

33. Who is Using KM for Agent Support Today?

34. Real Results with KM Agent Support… - Business Challenges - Business Challenges Over 1000 CSRs serving 28 million customers FY 2004 goal of $4.5M cost reduction Multiple data sources 4 knowledge bases 10 to 12 other reference areas Outdated and inconsistent information Average time to resolution > 60 Seconds Customer service satisfaction levels needed to be improved KANA Solution - Agent IQ 5% reduction in callbacks yields estimated savings of $3M 19 second reduction in AHT yields estimated annual savings of $1.6M Anticipate more consistent & accurate customer interactions Goal of improving “customer delight” rating by 1.5%

35. Thanks for your time today… Questions & Answers For additional information Visit us at booth our booth Or Please Call: (800) 737-8738