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Draw conclusions - monitor the situation. Google Analytics, stat24, The Webalizer, Google Alerts are just some of the monitoring tools. Check the details on the website http://www.ideoagency.com/

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modern tools in customer relations

Modern tools

in customer relations

How to do it well?

www.ideo.pl

Marcin Lipiec, Project manager, Ideo Sp. z o.o.

presentation plan

Presentation plan

o Introduction

o What do Internet users like?

o A few important designing principles

o Different tools...

o …but the same process

www.ideo.pl

Marcin Lipiec, Project manager, Ideo Sp. z o.o.

progressive globalization processes

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

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

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

But who knows what they

want?

A few words about habits ...

www.ideo.pl

draw conclusions monitor the situation

Draw conclusions - monitor the situation

www.ideo.pl

Marcin Lipiec, Project manager, Ideo Sp. z o.o.

it tools put chaos in order

IT tools

put chaos in order

www.ideo.pl

Marcin Lipiec, Project manager, Ideo Sp. z o.o.

how can it be done

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 1

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 2

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 3

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 4

How can it be done?

Information kiosks can be divided into two categories:

A kiosk with a person that works there

Computer interactive information kiosks with an installed customer service

system

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Marcin Lipiec, Project manager, Ideo Sp. z o.o.

how can it be done 5

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 6

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

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

There are some rule-clues

User control (well-marked exits, option to repeat and undo actions, complications while

doing irreversible operations)

Errors warning

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 1

There are some rule-clues

Testing your website using different browsers and in different conditions

Placing important information at the top of the screen

Everything should be flexible and efficient (keyboard shortcuts, toolbars, menus)

Everything should be made aesthetically and economically (e.g. little graphics)

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 2

There are some rule-clues

Dividing information into smaller parts (e.g. dividing a longer form into several steps)

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

It can also do things

unconventionally

Example

www.ideo.pl

Marcin Lipiec, Project manager, Ideo Sp. z o.o.

small town jaworzno

Small town Jaworzno

Issue: Small number of people using the

sewer system

Solution: Expanding the sewage system

with the EU support

Issue: Small awareness about the project

Solution: Promotion of the project

www.ideo.pl

Marcin Lipiec, Project manager, Ideo Sp. z o.o.

unconventional solutions

Unconventional solutions

www service

mobile apps

www.ideo.pl

Marcin Lipiec, Project manager, Ideo Sp. z o.o.

what can we do for you

What can we do for you?

Marcin Lipiec

Project manager

tel: +48 502 631 518

e-mail: m.lipiec@ideo.pl

www.ideoagency.com

www.ideo.pl

Marcin Lipiec, Project manager, Ideo Sp. z o.o.