Putting Mobile Devices at the Heart of your Customer Engagement Strategy
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Putting Mobile Devices at the Heart of your Customer Engagement Strategy

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In today’s mobile world, the ability to respond to mobile customers’ preferences creates sustainable competitive advantage. Vocalcom, world leader in contact center software solutions, is ...

In today’s mobile world, the ability to respond to mobile customers’ preferences creates sustainable competitive advantage. Vocalcom, world leader in contact center software solutions, is announcing today that it has partnered with TapCrowd, an innovative mobile apps platform, to power intuitive mobile customer experiences and enhance the effectiveness of every interaction on mobile devices.

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  • CUSTOMER CENTRIC THINKING= CEO DRIVEN
  • I’m SURE YOU CAN FIND A FINE ANECDOTE HERE 
  • 3 MAJOR LAYERS OF FUNDAMENT :CRM DATA CONSUMER PROFILE DATA = PROVIDES THE CONTEXT (WALKING, SLEEPING, LISTENING TO MUSIC, DRIVING, AT RESTO, …..THE INTERACTION CHANNEL
  • The mobile customer also gives us the opportunity to better interact with him through customer profile managementTHE MOBILE PHONE GIVES US THE OPPORTUNITY TO PUT OUR OFFER IN THE RIGHT CONTEXT BUT ALSO AT THE RIGHT TIME
  • The intimacy of the mobile phone allows us, but also raises the expectation to get more personalized.Why send me a push notification for a new horror movie coming out if the last 10 movies I went seeing were action movies ?Why send me an invite for a happy hour, if I’m passing your bar at 130 km/hr (only possible in Germany of course).In today’s customer service we don’t talk about BtB or BtC anymore, it’s Person to Person

Putting Mobile Devices at the Heart of your Customer Engagement Strategy Presentation Transcript

  • 1. Connect. Interact. Engage.
  • 2. Preparing for the customer service of tomorrow starts TODAY
  • 3. Search & Display Marketers know much more about me
  • 4. than the customer service agent of my mobile operator (after being a client for 28 yrs)
  • 5. To satisfy the customer is the mission and purpose of every business* A large majority of companies are rethinking their strategies for engaging individual customers * Peter Drucker 1973 Emerging technologies are the principal enablers of this new customer-centric approach The benefit of connecting customers, employees, partners and products is ultimately customers who are more satisfied The rise of the customer-led economy – The Economist
  • 6. Many places – Many Channels Customers reach out from many places - anytime - through many channels
  • 7. Your customers are connected-mobile-networked By 2020, over 37 billion electronic devices, cars, homes and humans will be connected over the Internet More devices = more interactions = more data = more complexity = more opportunity
  • 8. Upgrade the Customer Contact Engagement Center Traditional Contact Center Engagement Center Mass React Static Manual Remote Siloed Personalised Interact Dynamic Automated Real time Collaboration
  • 9. The times are changing Which channels are most important for customers when they engage with brands ? today < 3 yrs 57% 43% 37% Blogs 18% E-mail Mobile Apps Social Media Mobile Apps 13% Phone Social Media 18% Comp websites 29% 27% E-mail Company websites 37% 41%
  • 10. The Engagement Center
  • 11. The Mobile Customer
  • 12. Customer Profile Management LOCATION CHANNEL Web, mobile, kiosk… Country, city, street, at home or on the road, language… BEHAVIOR User activity, currently viewing… Omni-channel view on the customer Turn Context into Data
  • 13. Customer Engagement DATA INSIGHT DECISION User profile, user context… e.g. “intention to buy” Select hot prospects ACTION Trigger instant call-backs, push notifications… Right action – Right UsefulRight person Turn Data into time – Insights
  • 14. Person to Person
  • 15. CUSTOMER ENGAGEMENT TECHNOLOGY DATA PEOPLE
  • 16. The solution Contact center agent Mobile customer Real-time feedback on waiting times etc. 360 view on caller User context, location, interests Omni-channel apps
  • 17. THANK YOU luc.cavelier@vocalcom.com