Modern tools in customer relations How to do it well? www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
Presentation plan
www.ideo.pl
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Introduction
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What do Internet users like?
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A few important designing principles
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Different tools...
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…but the same process
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
Progressive globalization processes and the development of information technologies mean that more and more companies are choosing to use IT tools to communicate with their customers. This not only speeds up the delivery of business processes and customer service, but also
reduces the costs involved. As a result, it contributes to the increase of profits generated by the company.
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
More and more people have Internet access. We are accustomed to the wide availability of the Internet, mobile devices, easier contacts with other people / companies.
We can easily say that we even demand this type of contact.
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
Some prefer the Customer Service Office, which they can visit, other telephone contact. Another person can be satisfied with an online customer service, or even with a chat with the consultant. In order not to be blamed by customers for bias (or worse) - we should give everyone an
equal chance and meet their expectations.
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
But who knows what they want? A few words about habits ... www.ideo.pl
Monitor the situation www.ideo.pl
Draw conclusions - monitor the situation
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
IT tools
put chaos in order
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
How can it be done? A very common tool informing internet users about basic facts is FAQ. It provides answers to the most frequently asked questions.
In more advanced versions, it allows you to search the question and answer database and report your own problem / a question to resolve. Often it is the first interface of the system that handles reports.
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o
How can it be done? A more advanced system is called a Virtual Advisor. It is equipped with mechanisms of artificial intelligence. This tool simulates a conversation with another person by analyzing the questions asked and matching answers to them from the extensive knowledge base. Depending on your preference, this system can be combined with an animation of the
person simulating the conversation with the user.
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
How can it be done? LiveChat is an indirect tool between a regular chat and a telephone contact with a company consultant. It allows a conversation with a consultant in the form of a chat, it supports inquiries queue, it allows you to leave a message asking for a contact. It also provides a printout of the conversation history.
In a more advanced version, it connects to virtual advisor mechanisms and tracks user’s behaviour on the website, deciding when it is best to start the conversation.
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o
How can it be done? The online Customer Service system will allow you to access general information about your offers and services, but also (after logging in) will give you access to your billing history and other personalized data. Such a system can be combined with a virtual consultant, liveChat, etc. to provide maximum
amount of information to the clients and maximize their satisfaction with the service.
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
How can it be done?
Information kiosks can be divided into two categories: ●
A kiosk with a person that works there
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Computer interactive information kiosks with an installed customer service system
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
How can it be done? In order to adapt the activities to the requirements of the industry and specifics of the environment, in which the company operates, it is worth implementing effective dedicated solutions. Defined paths of office documents flow and automatic storage effectively improve document
management processes: contracts, invoices, forms. The LOGITO electronic document flow is designed in order to provide the optimum choice of tools (single or complex set). It is responsible for the consistent flow of each type of corporate documents, such as invoices, contracts lists, complaints management.
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
How can it be done? The powerful tool concentrated mainly on customer service is CRM (customer relationship management).
It allows you to build and continuously develop an advanced customer base - with the extra possibility to track the full history of your contacts, including the documentation you have
exchanged and scheduled meetings. CRM can be integrated with a virtual consultant as well as help desk systems that automate the process of communication with the customer. For instance, by using company profiles on social networks (i.e. Facebook).
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
There are some important rules Things one should be paying attention to while designing. www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
There are some rule-clues
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User control (well-marked exits, option to repeat and undo actions, complications while doing irreversible operations)
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Errors warning
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Adaptation of the system to the real world - taking into account the language, culture of the recipient
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
There are some rule-clues
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Testing your website using different browsers and in different conditions
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Placing important information at the top of the screen
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Everything should be flexible and efficient (keyboard shortcuts, toolbars, menus)
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Everything should be made aesthetically and economically (e.g. little graphics)
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Provide help and documentation (e.g. alphabetical order, possibility to sort thematic help)
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
There are some rule-clues
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Dividing information into smaller parts (e.g. dividing a longer form into several steps)
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Performing functional tests on the competition’s GUI
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
It can also do things unconventionally Example www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
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Small town Jaworzno
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Issue: Small number of people using the
sewer system ●
Solution: Expanding the sewage system with the EU support
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Issue: Small awareness about the project
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Solution: Promotion of the project
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
Unconventional solutions ●
www service
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mobile apps
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
What can we do for you?
Marcin Lipiec Project manager tel: +48 502 631 518 e-mail:
[email protected] www.ideoagency.com
www.ideo.pl
Marcin Lipiec, Project manager, Ideo Sp. z o.o.
