Engineering Continued Success in Omni-Channel Customer Care: Keep an Eye Out for Emerging Channels

Our previous post highlighted how best-in-class customer care organizations ensure consistency when serving clients across different touch-points. We noted that success in omni-channel customer care is not only about delivering seamless messages across different channels; it also requires companies to use the right touch-points to interact with clients. In this post, we’ll highlight how the best-in-class accomplish this goal, as well as ensure that they successfully integrate emerging channels within their customer experience management (CEM) channel-mix.

Findings from Aberdeen’s March 2014 The Business Value of Integrating the Contact Center within your Omni-Channel Strategy study shows that leading contact centers are 72% more likely than their lower performing counterparts to have a formal process for measuring how interactions through specific channels impact customer care outcomes. Execution of this activity is enabled by first determining the key performance indicators (KPIs) relevant to the organization’s CEM objectives, and then measuring how the interactions through each touch-point impact these KPIs. Findings from this process help organizations understand if they utilize each channel effectively. These insights are also used to improve customer care activities executed through specific channels – especially if these channels yield sub-par performance gains.

As noted in the title of this post, engineering successful omni-channel customer care programs also requires firms to constantly keep an eye out for emerging channels. For example, Aberdeen’s Social Customer Care: Steps to Success in 2014 study shows that the adoption of social media by contact centers has increased more than four-fold between 2010 (12%) and 2014 (58%). Similarly, while only 30% of companies within our The Business Value of Integrating the Contact Center within your Omni-Channel Strategy study report using live chat as part of their customer care programs currently, 39% of the respondents indicated that they are planning to incorporate it within their CEM programs.

Mobile touch-points are another area many omni-channel contact centers are focused on. Mobile itself is not a channel. It refers to organizations serving clients through modalities where the consumers can interact with the business through a mobile device (e.g. tablet, smart phone or even wearable technology devices). Examples to mobile modalities include text messages, mobile applications and mobile websites. Companies use these touch-points to varying degrees, but overall, observation from our research indicates that there is a growing trend among contact centers to serve clients through mobile modalities.

The average number of channels companies use to interact with customers has changed from five in 2012 to six in 2013 to nine in 2014. This validates that the value in emerging channels is not a myth, but a reality – one that contact centers must address. We recommend companies regularly monitor client needs and wants through voice of the customer programs to determine the specific channels their buyers prefer to interact with the business. This will help organizations remain abreast of any changes in customer expectations, as well as identify any emerging channels used by the customer base. Organizations with this process will ultimately be the ones who will succeed in the long-run when operating in an omni-channel marketplace.

         

Don’t fall prey to the hidden costs of on-premise remote support!

Vendors of on-premises remote support solutions will have you believe that their up-front charges are conveniently “all-inclusive,” which sounds enticing.  Upon further analysis, a sobering reality often emerges – along with an unexpected required investment.

We’ve created an infographic to help you gain visibility into the true costs of on-premises remote support.  We hope it helps when considering your options.

For more information about LogMeIn’s SaaS-based, remote support solution, Rescue, simply click here.

On-premises vs. SaaS Remote Support

On-premises vs. SaaS Remote Support

         

The Path to Best-in-Class Results in Omni-Channel Customer Care

The most reliable consultant

In our previous post, we highlighted why omni-channel customer care is not an option, but a requirement. In doing so, we noted that a best-in-class omni-channel program is not about adding more channels within the customer interaction channel-mix. Rather, it’s about using the right touch-points and ensuring consistency of messages delivered through those touch-points. In this post, we’ll discuss several strategies best-in-class contact centers use to accomplish this objective.

One of the key characteristics that differentiate these leading contact ceneters is their ability to empower their agents with necessary insights in a timely manner. Findings from Aberdeen’s March 2014 The Business Value of Integrating the Contact Center within your Omni-Channel Strategy study shows that the best-in-class are 38% more likely to provide agents with access to all relevant customer data via a single screen on the agent desktop, compared to their lower performing counterparts. This means that agents within these top-performing organizations don’t need to spend time searching for relevant insights to serve clients, and also have easier access to customer data captured through different touch-points. It is this latter point that helps them ensure that the messages clients receive across different channels remain consistent. In an omni-channel marketplace, delivering consistent messages across different touch-points would be almost impossible without empowering contact center agents.

Another best-in-class activity driving success is contextual routing of customers. This refers to an organization’s ability to identify the specific issues of each client, as well as the individual account information, and using tailored workflows to assign customers with specific needs to agents who are capable of handling the particular issue. This activity ‒ used 83% more widely by the best-in-class than other firms ‒ is also used to ensure that customers are routed to agents who are skilled in handling interactions across specific channels. Naturally, not every agent is skilled in delivering support across all touch-points. Some might be skilled in handling voice interactions, whereas others might be more skilled with text-based channels and have advanced social media skills and knowledge. Developing a competency profile for agents and using this as part of the contextual routing process helps leading contact centers connect the right customer to the right agent, while also ensuring that the agent maintains the consistency of the messages delivered through different touch-points within the customer journey. Read Aberdeen’s related study to learn more about how the best-in-class build a contextual routing process to achieve the aforementioned objectives.

Evaluating the effectiveness of each channel is another key characteristic of the Best-in-Class –one that is worth drilling into further considering the rapidly increasing number of touch-points companies incorporate within their customer interactions. In our next post, we will assess how the top performers optimize their channel-mix, as well as the use cases of several emerging and recently well-established channels.

         

CUSTOMER ALERT: NEW PHISHING EMAILS MIMIC INVOICES

We've getting reports from both LogMeIn customers and the general public about suspicious emails that are designed to look like they are coming from LogMeIn addresses -- they have all the hallmarks of phishing attempts.  The email subject lines vary slightly, but include language about an 'Invoice' and 'Credit Card Declined.'  We want to make it clear that these did NOT come from LogMeIn and people should not click on any of the links in the emails.

As part of our commitment to security, we want to make sure our users and the public are aware of these specific emails, and we wanted to share what we've learned, as well as provide an easy way for people to identify the tell tale signs of phishing attacks.

Example subject lines on the emails are:

Email 1: LogMeIn Payment Invoice #48209182 - Credit Card declined

Email 2: LogMeIn Central Invoice #67018011 - Credit Card declined

Intended behavior/action:

Tries to lure you to click on a link to a fake invoice page.

What they look like:

Email (text/copy):

Dear client,

Your LogMeIn Central subscription is due to expire on December 11, 2014.

We were unable to charge your credit card for the due amount.( Merchant message - Insufficient funds)

Please remit the payment for the due invoice before Dec 11, 2014 to avoid service interruption.

The payment invoice has been issued and can be downloaded from our website :

<LINK REMOVED FOR SAFTEY>

If the problem persists, contact us to complete your payment.

Thank you for choosing LogMeIn

As with all suspicious emails, please don't click on any links or open/download any attachments in these messages.  We'll update this post if we learn more, but please be sure delete these messages if you receive them.  We also recommend taking a look at our primer on how to protect yourself against phishing attacks.

         

Click to Close with join.me for Salesforce

salesforce_02

Salesforce is the world’s #1 CRM platform used by sales professionals everywhere to give demos and sell smarter and faster every day. join.me is already the instant, online meeting tool of choice for sales professionals, so it’s a no brainer that we would bring these two popular cloud-based sales tools together to deliver seamless, instant and easy one-click demos.

We’re excited to officially unveil a new integration between join.me and Salesforce, enabling sales professionals to start a join.me meeting directly from the Salesforce interface. The integration, which works with join.me enterprise accounts, allows Salesforce users to instantly start a meeting or give a sales demo directly from the lead or contact view. Now, companies using Salesforce and join.me can boost sales productivity and empower sales reps to close the deal faster.

Meeting hosts simply click on the “Start a meeting” button directly from the Salesforce screen, prompting the join.me window to open and share your screen instantly. Hosts will then be prompted to share the 9-digit meeting code or personal url with participants allowing them to enter. Once the meeting ends, Salesforce creates an activity record, complete with details from meeting and any follow up notes the user would like to include.

Want to see what it's all about? Watch this short overview below.

The integration is available for join.me enterprise accounts. For a limited time only, the integration will be available to join.me Pro users! Click here to start your free join.me trial and test the Salesforce integration. If you’re interested in becoming a join.me enterprise user, please contact our sales department for more information.

Don’t waste any time, install this new integration from the AppExchange and increase your conversion rates and boost your sales today!

         

If it can happen to the biggest companies, it can happen to any of us.

password

It seems that almost every week brings news of another security breach – most of which expose some form of bad password practices. It is happening to the biggest companies with the most sophisticated security controls, so it can certainly happen to any of us. The biggest reason for this is that humans create vulnerabilities, mostly unwillingly – all in the effort of getting their job done quicker.

Its always difficult to understand how and when a security breach specifically took place, mainly because these attacks are low-and-slow and very sophisticated in nature. What we do understand is that we should always make sensitive data, including passwords, difficult to find for any attacker. Unfortunately password security is an afterthought at best and a perceived productivity-impeding nuisance at worst.

The truth is that good password security doesn’t have to be difficult - and there are password management tools that can actually make our jobs easier while making us more secure.

One example is that in today’s businesses, we share and collaborate in the cloud and many times require multiple people to have access to the same app and account. Social networks are great examples of this – companies usually need multiple people to tweet under the same login. This leads to doing things like sending passwords around in emails or worse, storing password in a file marked “passwords” or “logins.” And often, because passwords are generated to be easily recalled by humans, those passwords are easy to remember, but even easier for thieves to exploit.

Wouldn’t it be great if we had a tool that automated all of this, in a secure encrypted manner?

Of course, we do.

Password vaults like our own Meldium, which is specifically designed for business and team use, automates good password practices and team management into a single, easy-to-use app.

The things that your business should be doing that a password manager actually does, includes:

  • Create a unique, complex password for every account, device and system.
  • Make sure shared passwords are only visible to the management tool and not everyone on the team or in the company.
  • Ensure that it is easy to provision passwords to new employees that need them and revoked from those that are no longer with the company.
  • Employ two factor authentication, which adds yet another layer of security on top of the password itself and can be used when suspicious activity is detected (like a browser change or access from an unfamiliar IP address.)

The good news in all of this is that password management tools are one of the few areas that can make us more productive while making us more secure. They reduce the annoyance of passwords and encourage good password hygiene. And in the worst case scenario of a data breach they can offer an extra layer of protection over sensitive information.

         

Omni-Channel is Here. You Need to Act NOW.

Customers today are empowered. They use a rich set of technology tools and channels to educate themselves on different products, services and organizations. This customer-driven purchase and loyalty process means that using a ‘one-size-fits-all’ approach in sales, marketing and service activities no longer works in eliciting desired buyer behavior. Organizations must regularly track and understand the evolving customer needs, and they must do so on their buyers’ terms by using the channels they prefer.

business valueFindings from Aberdeen’s March 2014 The Business Value of Integrating the Contact Center within your Omni-Channel Strategy study shows that 99% of businesses today are using at least two channels to interact with their buyers. Furthermore, the average number of channels companies use to interact with customers has changed from five in 2012 to six in 2013 to nine in 2014. In other words, within the span of just two years, organizations have almost doubled the number of touch-points they use to interact with buyers. When put together, these findings show that adopting multiple channels as part of your customer care mix is not an option, but a requirement to remain relevant in the eyes of your customers.

A common mistake many organizations repeat over time is assuming that adding new channels within the customer care channel-mix will be enough to create happy clients and drive additional revenue. The harsh reality is that not every channel is right for every business. Therefore, before adding channels within your CEM channel-mix simply for the sake of doing it, we recommend companies capture feedback from customers on which channels they prefer to use to interact with the organization. This activity should be repeated at least every year as preferred channels, buyer needs, and behaviors are constantly changing.

Once you implement the activities highlighted within Aberdeen’s related report and identify the right set of channels for your organization, we also recommend that you establish the foundation for a true omni-channel customer care program. You might be asking, “What does that mean?” Well, this term refers to an organization’s ability to deliver consistent messages to each client across every touch-point – while ensuring that the look and feel (visual experience) they have also remains consistent across different devices (e.g. tablet, laptop and smart phone).

Companies that establish and maintain a best-in-class omni-channel customer care program have a significant competitive advantage against those that don’t. This differentiation helps them enjoy a 233% greater (9.0% vs. 2.7%) annual increase in customer retention, compared to organizations without an omni-channel program.

In our next blog post we will discuss the steps best-in-class companies take to succeed in a marketplace where omni-channel is not an option, but a requirement.

         

“CYBER WEEK” DRIVEN BY MOBILE TRAFFIC

10500523_10153346930953475_4675964599143078858_nMobile accounted for 45% of total web traffic during “Cyber Week” (Thanksgiving Day through Cyber Monday), with some retailers reporting much higher rates.1 Wal-Mart.com saw 1.5 billion page views, with 70% of its traffic coming from mobile devices.2 With such a surge in mobile shopping, it’s no wonder companies have invested in mobile websites and apps. And if they haven’t, they’re probably not in business anymore.

What many of these companies are lacking, however, is a complete mobile strategy that enables them to engage with their customers on these mobile sites or apps to drive conversions and enhance the customer experience. They simply create these mobile platforms in hopes that consumers will find what they need on their own. It’s because of this that 40% of people say they have unsatisfying mobile experiences.3

With this in mind, more and more companies are using mobile chat to create human-to-human connections with this new generation of on-the-go, mobile customers. When implementing mobile chat, here are some best practices to keep in mind:

  • Mobile proactive invitations allow you to create rules and target your mobile customers at specific times to give an offer or provide support, increasing conversions, average order size and customer satisfaction.
  • Mobile-aware windows automatically sense and adjust when rendered on a mobile device for a pleasant chat experience, even when the device is rotated.
  • Layered chat provides the most seamless mobile customer experience by superimposing the conversation directly onto the webpage or app page with a semi-transparent window.
  • Mobile SDKs enable you to deploy chat directly within your native iOS and Android apps, so visitors can chat without ever leaving the app.

To learn more about what makes for superior mobile engagement, download our Effective Mobile Engagement research report.

 

1Marketing Land, 2014

2TechCrunch, 2014

3Effective Mobile Engagement, 2014

         

LOGMEIN TO PRESENT AT THE 2014 BARCLAYS GLOBAL TECHNOLOGY CONFERENCE

On Tuesday, December 9th, 2014, LogMeIn’s COO, Bill Wagner, will be presenting at the Barclays Global Technology Conference at The Palace Hotel in San Francisco. Details around the session are as follows:

2014 Barclays Global Technology Conference

  • Date: Tuesday, December 9, 2014
  • Remarks: 4:00PM PST
  • Location: The Palace Hotel, 2 New Montgomery Street, San Francisco, CA 94105
  • Speaker: Bill Wagner, COO

The presentation will be webcast live on the investor relations section of the company’s website at https://investor.logmein.com/and will be available for 90 days after the live presentation. For more information, please contact me at 781-897-1301 or rbradley@LogMeIn.com

         

MELDIUM APP TRENDS, NOVEMBER 2014

We reviewed Meldium's usage data in November to idenfiy popular and trending web apps and here's what we found.

Image

We’re up to over 1,600 supported apps in Meldium, which means customers had many new integrations to choose from. At the very top of our rankings, the same pack continues to be in the lead, with Twitter,MailchimpGmail, and AWS all gaining points in our index.

This month, we saw strong growth from some great apps. Jenkins the popular continuous integration service, Kimono Labs, a powerful tool to generate an API for any website, StatusPage, a simple service to keep your users up-to-date about service outages and finally OneSky, which helps translate apps, websites, and games.

Click here to read the full App Trends Report.