Delivering Human Client Experience at Digital Scale | #hearsaysummit2020
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Opening keynote slides from Hearsay Summit 2020. In the face of the COVID-19 crisis, many businesses are stepping up to take care of their employees, customers, and communities. Especially in these times, people yearn for humanity delivered at digital scale. The human touch can't be automated. It isn't a press release or chatbot. Humanity can only be delivered at the last mile, and can be helped by digital. At its best, digital enhances rather than replaces the human touch. COVID-19 is accelerating the digital transformation already underway. The world will never be the same after thispeople won't want to stop texting, video conferencing, or digitally engaging.
Delivering Human Client Experience at Digital Scale | #hearsaysummit2020
- 1. Clara Shih CEO & Founder, Hearsay Systems @clarashih Delivering Human Client Experience in Extraordinary Times 4.21.2020
- 3. There has never been a more important moment for leadership.
- 4. vs.
- 5. There has never been a more important moment for humanity.
- 6. Copyright 2020 KOLD News 13
- 7. Humanity is delivered in the last mile.
- 8. 8 Dear Customer, Your investment portfolio ending 234 is down 17% today. This is an automated message. Please do not reply. Text STOP to opt out. Im so sorry about your dad. Please focus on your family. Dont worry about your portfolio. Im watching the markets for you. Call or text any time. Here for you. vs.
- 9. COVID-19 accelerates the need for human touch at digital scale Client Experience Surge Daily Text Message Volume on Hearsay Relate Fortune 500 Firm, Q1 2020 Outbound texts from advisor Inbound texts from clients
- 10. Informative. Trusted. Engaging. 40X more engagement than corporate comms
- 11. Profile Optimization Campaigns & Mad Libs Add Delegates 3rd-party Content Curation Social SignalsTM UTM Attribution Tracking Smart Supervision Facebook Video NEW Wall Street Journal World News Good Housekeeping COVID-19 Health and Wellness NEW NEW
- 12. Martin Smith Nick Nelson nick.nelson@gmail.com Patrick Hackney phackney@gmail.com Lisa Garrity lisagarr@gmail.com Bill Taylor btaylor52@gmail.com 30X higher open rate than corporate emails Veronique Miller <vmiller@gmail.com> Compliant. Personal. Reassuring. Contact & Activity Sync with CRM Compliant Industry Templates Event Invitations Email Signature Compliance NEW NEW
- 13. Local. Fresh. Authentic. Advisor/Agent Mobile App Corporate 1-Click Push Updates Complete Supervision Built-in Lead Forms & Follow-Up NEW
- 14. Instant. Two-way. Personal. Add Delegates Mobile or Desktop SMS Automated Supervision Broadcast Messages Call Using Landline # Touching base in light of everything on. Hopefully you saw Santa Fe is asking everyone to stay home. Our office is closed but we are here for you. Call or text any time. NEW NEW
- 15. Bob Jones Bob Jones Hi Sam, I appreciate you reaching out. It would be really helpful to learn more. Are you free to chat today at 2pm? Sent by Corporate on behalf of you Jared Watts on behalf of you Our office is closed but were open for business and here for you. If you need info on our payment grace period, want to update your financial plan, or there are other ways we can help, dont hesitate to text or call. Definitely, Ill call you then. Stay safe and talk soon. powered by hearsay actions 1. Text to customer is automated on behalf of Advisor/Agent 2. Client receives SMS from her Advisor/Agent and responds directly 3. Advisor/Agent or Delegate can respond from desktop/mobile 4. Corp. visibility into real-time response rate & client sentiment
- 16. Omnichannel. Measured. Guided. Event Triggered Engagement Scaled Personalized Communication Industry Standardized Flows Advisor/Agent Journey Planner BETA NEW
- 17. Comprehensive. Time-Saving. Efficient. COVID-19 & Advertising Lexicons Dynamic Reports & Dashboards Blocking, Remediation, Alerting Industry-Specific Risk Models RegBI Module 1M Hours Saved by Compliance Officers NEW NEW NEW
- 18. Raising a grandchild Anxious about retirement Caring for special needs child Leadership Humanity Trust Human client experience is delivered in the last mile Social Sites SMS + Calls
- 20. Companies can no longer differentiate on product and price.
- 21. | 21 3. First call Very hard to get prospects on the phone. Advisors must earn the right. 4. Digital nurture Content nurturing via email and social. 5. Nudge and close Combination of offline and digital nudges to close business. 6. Ongoing care, service & upsell Engagement to retain and deepen relationship. 1. Lead / referral Typically comes from existing client, social media, or search. 2. Digital validation & education Prospect Googles advisor to validate experience, credibility, location. How much to invest in an education savings plan? Congratulations! Hope you are able to get some sleep!. 7. Advocacy & referrals Happy clients offer reviews*, testimonials, and intros. Continuously engage clients to boost retention and loyalty Firms Must Deliver Authentic Human Experience Authentic engagement to get prospect on the phone Social DM Advisor SMS Social Signal Search Advisor SMS Phone Call Connect on Social 1-1 Email Advisor SMS Phone Call Social Posts Advisor SMS Social Profile Advisor Website NEW NEW
- 22. New Lead Alert Sent to Advisor Text sent on behalf of Advisor Call attempt timestamped. Call doesnt connect. All automatically logged to CRM. Advisor clicks to call Good afternoon - this is Andy Boese from Northeastern Financial. Thanks for reaching out. Just left you a VM. Will try you again tomorrow morning. ... at the Scale and Speed of Digital
- 23. SOCIAL TEXT & VOICE SITES MAIL Reports & Dashboards Relationship Data and Analytics Compliance & Supervision Security & Data Protection Omni-content Management Client ServicingClient Acquisition Omni-channel Engagement Channels Hearsay ActionsTM Industry Orchestration Hundreds of APIS Marketing & Service Channels CRM Industry Systems of Record Portfolio Management, Loan Origination, Billing/Policy/Claims Web Analytics CMS Supervision & Archive SEM/SEO NEW Cybersecurity Announcing: Human Client Experience APIs BI & Visualization
- 24. Advisor Mobile Click to Call Advisor Send SMS Example: Trigger Hearsay Action from Any Marketing Journey Planner Advisor Task Did advisor call? When? Did client answer? How long did they talk? Prompt to try again? All activity and attempts logged in CRM NAME Marketing-quali鍖ed lead ENTRY AUDIENCE Google AdWords leads SCHEDULE April 21,2020 4:59AM
- 25. Kathryn Lattuca Emerging Experiences & Analytics Omnichannel Digital Strategy for the Bank of the Future
- 26. Alexandra McMurray Financial Planner White Rock, BC A multi-channel approach to our relationship with you.
- 27. 27 We are reimagining: from journey to ecosystem
- 28. 28 First 1-1 Digital nurture Nudge & fulfill Ongoing care & service Lead / Referral How much to invest in an education savings plan? Congratulations! Hope you are able to get some sleep!. Renewal & referral Digital validation & education 1 2 3 4 5 6 7 Context from end-to-end
- 29. Consistently excellent human clientexperience Alexandra Tasks routed to the right resource Call or text me any time. Im here for you. The New Normal: Humanity at Digital Scale Every advisor like your best advisor
- 30. Thank you for your leadership during these extraordinary times.