Vivenciando a experiência web pelos olhos de seu cliente Ernani Kramer Sales Leader – Latin America © 2013 IBM Corporation.

Apresentação em tema: "Vivenciando a experiência web pelos olhos de seu cliente Ernani Kramer Sales Leader – Latin America © 2013 IBM Corporation."— Transcrição da apresentação:

1 Vivenciando a experiência web pelos olhos de seu cliente Ernani Kramer Sales Leader – Latin America ekramer@br.ibm.com © 2013 IBM Corporation

2 2 Please note the following IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion. Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The development, release, and timing of any future features or functionality described for our products remains at our sole discretion. Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in the user’s job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to those stated here.

3 3 Mobilidade e mídia social estão remodelando os negócios 34% dos usuários de smartphones escanearam um QR code, 27% leram opiniões online 84% dos adultos americanos que compraram online ou por smartphones reportam ter tido algum problema 50% de aumento em vendas online via dispositivos móveis em 2011 55% dos usuários de smartphones comparam preços nas lojas 63% dos adultos online ficam menos propensos a comprar via outros canais em caso de problemas em dispositivos móveis 92% dos consumidores dizem acreditar em marketing boca-a- boca e recomendações Sources: IBM, Forrester, Tealeaf and Emphathica Reports E quais as expectativas dos clientes?

4 4 As expectativas dos clientes estão crescendo Ser identificados como indivíduos Uma experiência única e integrada Uma experiência pós-venda impecável Promoções relevantes e tempestivas Recursos de auto-serviço simples, mas ao mesmo tempo ricos Eles esperam: Como lidar com estes desafios?

5 55 Market ServiceSell Tealeaf brings new capabilities to further transform the commerce cycle 5 Market Sell Service Reduce abandoned shopping carts. Maximize purchases over mobile devices. Better customer service increase sales. Increase website and mobile device conversions. Speed time to better customer experiences. Replay offending customer interactions and immediately address customer concerns and guide root cause analysis Buy

6 6 Web & Mobile Channels Reduce People to Data See Your Digital Channels Through the Eyes of Your Customers

7 7 "It's as if my team had a blindfold over their eyes. With Tealeaf, the blindfold went away” - Air Canada

8 8 Experience Your Customers

9 9 As-it-Happens Awareness To Eliminate Further Struggle And Make More Customers Successful

10 10 Tealeaf Lets You See: Every customer Every interaction Every time 10

11 11 All actions All interactions Tealeaf Captures Every Customer, Every Interaction, Every Time All customer experience obstacles 11

12 12 Valor da solução  3,5% de aumento na taxa de conversão nos sites  60% de redução em custos de TI e desenvolvimento associados a reprodução de problemas e sua resolução  10% de redução em custos de TI e desenvolvimento associados à priorização de projetos  1% de melhoria na taxa de retenção em virtude de melhor experiência no site  0,5% de aumento no valor médio dos pedidos em virtude de melhor experiência do cliente

13 13 SPAN port, Mirror port Or Tap IBM Tealeaf CX Capture Decrypt Privacy Assemble Firewall Switch, Router, Load Balancer, Firewalls Existing Customer Environment Web Servers Application Servers Databases IBM Tealeaf CX Datastore Inspect Event Correlate Index Archive IBM Tealeaf cxImpact IBM Tealeaf cxView IBM Tealeaf cxOverstat IBM Tealeaf cxReveal IBM Tealeaf Verify IBM Tealeaf CX Mobile IBM Tealeaf cxConnect DA IBM Tealeaf cxConnect WA IBM Tealeaf cxConnect VOC IBM Tealeaf CX Rich Internet Apps Flash/Flex IBM Tealeaf CX Mobile Mobile Sites Mobile Apps High-level architecture 13

14 14 The Best Online Companies Rely on Tealeaf  45 of the Internet Retailer Top 100  57 of the Internet Retailer Top 200  7 of 10 of the Largest US Banks; 10 of the 25 Largest Banks Worldwide  11 of the 12 Largest P&C Insurance Companies in North America  6 of the 10 Most Visited Travel Sites  5 of the 7 Most Visited Travel Portals  All Major North American Wireless Providers 14

15 15 Solutions for Industry Leaders Retail Including 1/3 of all Internet Retailers > $100M Including more than 40 P&C Insurance Companies Insurance Including 25% of the leading Travel Providers & Portals Travel Telco, Pharma, Utilities, etc. with B2C & B2B Sites More E-business Leaders Financial Services Including 7 of the 10 Largest U.S. Banks 15 Note: Tealeaf only uses the names and logos of customers who have given us prior permission. These companies have not yet given IBM permission to use their logos.

16 16 Transportation & Logistics Media & Entertainment Telco Health & Health Insurance Note: Tealeaf only uses the names and logos of customers who have given us prior permission. These companies have not yet given IBM permission to use their logos. More customers by industry Services 16

17 17 50% of web transactions are still completed with the help of an agent Source: The Economic Necessity Of Customer Service, Forrester 17

18 18 76% of companies learn about problems online as a result of calls to the contact center Source: eConsultancy report, on Reducing Customer Struggle in association with Tealeaf May 2011 18

19 19 84% of respondents agree that customer service is increasingly a sales channel and that satisfied customers represent great brand advocates. Source: eConsultancy report, on Reducing Customer Struggle in association with Tealeaf May 2011 19

20 20 Supporting Multi-Channel Customer Experience: Tealeaf Bridges the Online/Offline Gap ??? Replay all interactions “See” all obstacles first-hand “See” all obstacles first-hand Review session history reports CRM integrated, single-click access 20

21 21 Netflights.com generates $24M annually via call center innovation 21

22 22 OptionsXpress resolves thousands of customer disputes 22

23 23 Central Insurance reduces average call resolution time 24 hours to 10 minutes 23

24 24

25 25 © Copyright IBM Corporation 2013. All rights reserved. The information contained in these materials is provided for informational purposes only, and is provided AS IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, these materials. Nothing contained in these materials is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in these materials to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in these materials may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. IBM, the IBM logo, Rational, the Rational logo, Telelogic, the Telelogic logo, and other IBM products and services are trademarks of the International Business Machines Corporation, in the United States, other countries or both. Other company, product, or service names may be trademarks or service marks of others.