How Dell Delivers Personalized, Customer Experiences Leveraging Digital Communication Channels

Jennifer Statham @JStathamAtDell Executive Director Global Marketing Technology, Dell

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A leading provider of end-to-end solutions A strategy recognized by customers of all sizes across all industries

“Technology has always been about enabling human potential” - Michael Dell

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Engaging our customers on their terms

Delivering Great Customer Experiences

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Engaging our Customer

Social Command Center

Dell World

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Top Reasons Chat is Good for Customer Experience

1. Customers want it

2. Personalized experience

3. Clear communication

4. Available 24/7

5. Real time response

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Moxie scales with our business requirements

• 10 million chats annually

• flex capacity 5-6x on high volume days

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Chat is good for business…

$$$ 35% of our Chat customers would not have purchased

87% customer satisfaction

30% engage

via Proactive generating

40% of

revenue

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Best Practices

• Sweet spot for Dell is 2.5 Chats / agent

• Proactive allows personalization

• AB Testing – The appearance of the chat invitation

– Invitation language to maximize acceptances

– Colors and imagery

– Invitation timing

• Keys to success with Chat – Rep Knowledge

– Responsiveness

– Friendliness

– Communication Style

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The Future

• Mobile Chat

• Video Chat

• Personalization