Improving Customer Service

Pega presents: HOW TOW OUE OBSTACLES & REDUCE CUSTOMER EFFORT VS With Pega Without Pega MEET YOUR CONTESTANTS Seven out of ten consumers have had an unsatisfactory service experience in the last 12 months. That's bad news for customers and businesses alike. (1) THE OBSTACLE COURSE To deliver a great customer experience, your customer service needs * the power to engage, simplify, and change * Otherwise, every interaction becomes an obstacle course for your customers. 1 2 FINISH 1 DISCONNECTED Customers don't like to be bounced around from one disconnected channel to another. 58% 74% $22 What each of companies don't measure their customers' cross-channel journey. (2) online retailer pays on average million for unnecessary channel escalations of customers use three channels each year (4) or more for customer service issues (3) TM THE POWER TO ENGAGE™ Don't bounce your customers around. Deliver outstanding service experiences anywhere and everywhere through omnichannel service delivery. 2 COMPLEX Customer service organizations must simplify their agent experience. The opposite? Meet the spinners: 93% 26% TOO MANY APPS TOO MANY SCREENS WASTED TIME Average number of Number of contact Amount of time a centers that require agents to use multiple apps within a call (6) screens a contact contact center agent spends looking for relevant data center agent looks at (5) THE POWER TO SIMPLIFY™ Don't let your customers get the spins. Streamline customer service by intelligently guiding every interaction and maximizing automation. 3 Failure to adapt to change can be a big hit to your customer's experience. OUTDATED 60% V0 Inconsistent Information A Blow to Businesses call again of all customers who switch of all repeat calls occur due to inadequate training or processes - meaning they could have been resolved the first time (7) 81 providers say their former company could have done % something different to keep their business (8) When systems aren't updated, almost anything can deliver a sucker punch.. Exceptions New Updated Prices regulations Limited New Policies Time Offers More products TM THE POWER TO CHANGE Don't knock out your customers. Make change a strategic advantage by rapidly deploying and continuously adapting, and you'll be 7x faster to market than your competitors. Don't make your customers run an obstacle course. Decrease customer effort, increase employee productivity, and lead the industry in customer satisfaction. Visit pega.com/wipeout to learn more. FINISH FINISH ELIMINATE THE OBSTACLES The Forrester Wave": Customer Service Solutions For Enterprise Organizations, Q2 2014 (1) Forrester, The State of Customer Experience Management, 2013 (2) Ovum (3) The Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q2 2014 (4) Aberdeen: Agent Desktop Optimization: Agents Can Finally Focus On the Customer (5) Pega ContactBabel, The US Contact Center Decision-Makers' Guide 2013 (6) Frost & Sullivan (7) Accenture, Global Consumer Pulse Research (8) Illustration OMademoisellelychee