Presented By: Kristen Axline, VP Product Marketing, and Deepak Kumar P., Vice President of Delivery Services, 24/7 Customer, Inc.
On Demand Date: July 2011 

Today, customers try to interact with you online before they reach for the phone – but online first call resolution rates remain low and call volumes are still high. Consumers are forced to multi-channel whether they like it or not, and feel like strangers every time. It’s aggravating and time-consuming for them, and costs companies tens of millions a year in double-handling and lost opportunities. 
 

Digital transformation of customer interactions involves taking silos of offline and online systems from content that is derived from voice to web self-service, chat and social media and turn it into a seamless sales and service environment on the web, smart phones and tablets. Predictive Experience Solutions predict customers' needs for service and deliver personalized and relevant assistance to help resolve their issues in-context, in-channel and on first contact. Customers love the speedy, simple resolutions to their issues.  In this webcast we will show you how predictive online sales and service can meet your customer’s needs the first time to increase customer satisfaction, sales, and systematically eliminate calls.

You will also learn how to increase the effectiveness of your online sales and service, eliminate 50% of your calls, and qualify for a no charge 'Digital Transformation Study'.

You will learn:

• How to increase CSAT and reduce costs
• How to drive adoption of online resolution options
• How to eliminate multiple contacts on a single issue
• How to develop a systematic plan to transform customer sales and service