{"id":369548,"date":"2021-03-19T10:19:09","date_gmt":"2021-03-19T17:19:09","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=369548"},"modified":"2021-04-09T03:06:29","modified_gmt":"2021-04-09T10:06:29","slug":"humanising-vip-experience-through-video","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/humanising-vip-experience-through-video","title":{"rendered":"Humanising VIP experience through video"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text][\/vc_column_text][vc_column_text]<\/p>\n

“A picture is worth a thousand words”<\/span><\/span><\/h3>\n

We live where we work and we work where we live.\u00a0<\/span>Over the last 12 months<\/span>\u00a0we\u2019ve all\u00a0<\/span>been<\/span>\u00a0digitally disrupted<\/span>.\u00a0<\/span>You only have to look at retail.\u00a0<\/span>Frequent lockdowns have changed the high street forever with shoppers heading online in their droves.<\/span>\u00a0<\/span>But instead of letting\u00a0<\/span>c<\/span>ustomer\u00a0<\/span>e<\/span>xperience (CX) take the hit, forward<\/span>–<\/span>thinking companies are\u00a0<\/span>investing<\/span>\u00a0significantly\u00a0<\/span>in reshaping<\/span>\u00a0customer support and engagement<\/span>.\u00a0<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

One of our customers<\/span>\u00a0is\u00a0<\/span>ahead of<\/span>\u00a0the\u00a0<\/span>curve<\/span>\u00a0and\u00a0<\/span>doing something\u00a0<\/span>pretty<\/span>\u00a0special<\/span>.<\/span>\u00a0<\/span>I<\/span> was happy to host a recent webinar <\/span>with\u00a0<\/span>Hristo<\/span>\u00a0<\/span>Genchev<\/span>, Remote Operations Supervisor at Philip Morris Bulgaria\u00a0<\/span>to get<\/span>\u00a0<\/span>the full lowdown<\/span>\u00a0and\u00a0<\/span>lessons learnt.<\/span>\u00a0<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

Adapting\u00a0<\/span><\/b>customer service<\/span><\/b>\u00a0for e-commerce<\/span><\/b>\u00a0<\/span><\/p>\n

Philip Morris is \u0430 leading international tobacco company with six of the world\u2019s top 15 brands and products, sold in more than 180 markets, which in the last years is transforming entirely its business with the vision to design a smoke-free future. <\/span><\/p>\n

The company has become a leader in the transformation for the entire industry. Disrupting its entire business from within, the company is transforming from a traditional tobacco business to a tech-oriented company, investing more than 8 million dollars so far in science and innovations.
\n<\/span><\/p>\n

The company puts the adult consumers at the heart of all their activities, including their e-commerce strategy.
\n<\/span>\u00a0<\/span><\/p>\n

\u00a0<\/span>Making<\/span><\/b>\u00a0<\/span><\/b>VIP\u00a0<\/span><\/b>experience\u00a0<\/span><\/b>more human and efficient<\/span><\/b>\u00a0<\/span><\/p>\n

Naturally, t<\/span>hat meant expanding<\/span>\u00a0omnichannel capabilities.\u00a0<\/span>Powered by Genesys Cloud with SalesForce integration, the <\/span>new\u00a0<\/span>contact centre\u00a0<\/span><\/a>solution was delivered by Orange Business Services. Although agents have access to inbound, outbound and email for customer care, they mostly use digital channels \u2013 <\/span>like Viber,\u00a0<\/span>Facebook<\/span><\/a>\u00a0and web chat<\/a><\/span> to provide excellent customer care service.<\/span><\/p>\n

And here\u2019s the clincher: to make their high-level service standout, the company introduced video calls for customer care calls, recreating the face-to-face care experiences that you would normally get in store.<\/p>\n

\u00a0<\/span>Personalis<\/span><\/b>ed<\/span><\/b>\u00a0<\/span><\/b>through\u00a0<\/span><\/b>video<\/span><\/b>\u00a0<\/span><\/p>\n

Through the customer service Philip Morris Bulgaria successfully handled the increase in contacts during the lockdowns. Video calls helped relieve pressure of consumers, in particular, by reducing average handle time and increasing first contact resolution. So, there was less need for repeat contacts, case management and follow-ups.<\/p>\n

Customers welcomed the changes. Instead of struggling to describe their problems over the phone, they simply showed them in a video to the contact person who was able to provide excellent customer care after that. All in a fraction of the time it would have taken using other channels.<\/p>\n

\u00a0<\/span>Bigger<\/span><\/b>\u00a0impact\u00a0<\/span><\/b>from digital investment<\/span><\/b>\u00a0<\/span><\/p>\n

The business results make impressive reading, too. KPIs, such as net promoter score, customer satisfaction<\/a><\/span> and <\/span>customer effort score stabilised and are now\u00a0<\/span>rising.\u00a0<\/span>\u00a0<\/span><\/p>\n

Returning<\/span>\u00a0customers are encouraged to\u00a0<\/span>speak with the same\u00a0<\/span>advisor<\/span>, deepening the relationship<\/span>.\u00a0<\/span><\/p>\n

Pandemic or not, Philip Morris Bulgaria clearly understands that customers want to feel a strong bond with the company and its brands and expect an excellent customer care service. They also expect to be treated differently. In this case, by making remote interactions more human-like. And that\u2019s clearly paying off. <\/span><\/p>\n

To\u00a0<\/span>learn<\/span>\u00a0<\/span>more about creating unified customer engagement<\/span>, head over to <\/span>the Genesys and Orange Business Services<\/a> page.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text][\/vc_column_text][vc_column_text] “A picture is worth a thousand words” We live where we work and we work where we live.\u00a0Over the last 12 months\u00a0we\u2019ve all\u00a0been\u00a0digitally disrupted.\u00a0You only have to look at retail.\u00a0Frequent lockdowns have changed the high street forever with shoppers heading online in their droves.\u00a0But instead of letting\u00a0customer\u00a0experience (CX) take the hit, forward–thinking companies […]<\/p>\n","protected":false},"author":835,"featured_media":369574,"template":"","tax_priority":[],"tax_blogtype":[],"tax_blogcategory":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-369548","blog","type-blog","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/369548","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/835"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/369548\/revisions"}],"predecessor-version":[{"id":372029,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/369548\/revisions\/372029"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/369574"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=369548"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=369548"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=369548"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=369548"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=369548"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=369548"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=369548"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=369548"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=369548"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=369548"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=369548"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=369548"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=369548"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}