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News Online Xchange - August 2011
News Online Xchange - August 2011
News Online Xchange - August 2011
News Online Xchange - August 2011
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News Online Xchange - August 2011

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News Online Xchange (NOX) is the official monthly business newsletter of New Media Services Pty. Ltd. It …

News Online Xchange (NOX) is the official monthly business newsletter of New Media Services Pty. Ltd. It
serves to give up-to-date information on the products and services under the NMS brand, as well as
news involving the Web and Mobile industries.

Published in: Business, Technology
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  • 1. AUGUST 2011 BUSINESS NEWSLETTERNews Online XchangeAUGUST 2011 ISSUE News Online Xchange (NOX) is the o cial monthly business newsletter of New Media Services Pty. Ltd. It serves to give up-to-date information on the products and services under the NMS brand, as well as news involving the Web and Mobile industries. instant messaging Short Message Service (SMS) electronic-mail web to mobile A simple case study on the integration of Customer Care Goes Mobile SMS-based live chat and customer care. The Objective XYZ Company, a travel products and services provider wanted to leverage the exponential growth of the mobile medium and deploy an easily accessible and easy-to-use mobile platform to further ensure seamless communication with its customers. Global Mobile Data Traffic Forecast by Region 2010 8 92% CAGR 2010-2015 Petabytes per Month 2011 22 7,000 5.5% Central & Eastern Europe (PB per month) 6.2% 7.8% Middle East & Africa (MEA) 2012 54 9.2% Latin America (LATAM) 15.7% Japan 2013 131 3,000 North America (NA) 26.3% Western Europe (WE) 2014 215 Asia - Pacific (APAC) 29.3% 2015 327 0 2010 2011 2012 2013 2014 2015 Handset data traffic per month, 2010 - 2015 Source: Coda Research Consultancy 2010 Source: Cisco VNI Mobile, 2011 Mobile data revenues (not including SMS charges) are forecast to make up 87 percent of all data revenue for the carriers by 2015. e info@newmediaservices.com.au w www.newmediaservices.com.au
  • 2. AUGUST 2011 ISSUE AUGUST 2011 BUSINESS NEWSLETTER The Strategy XYZ Company partnered with a mobile customer care and marketing services provider as well as a live chat provider to offer mobile live chat via SMS to its customers. LIVE CHAT XYZ Company partnered with a mobile customer care and marketing services provider as well as a live chat provider to offer mobile live chat via SMS to its customers. By extending their service to the mobile device, their customers are no longer dependent on a laptop and WiFi connection to change a ticket or communicate with a travel agent – they can access a live travel agent via SMS chat instantly and from almost anywhere. The Result "As our travelers often n�d to make travel reservations at �e last minute, �e ease-of-use and instant access of This tactic not only enhances customer loyalty, with an 80 percent mobile live chat fur�er empowers �e customer by providing anytime, anywhere customer care. By providing access to a retention rate when customers use mobile live chat services, but live agent via mobile text, we can increase loyalty and f�ge also holds the line on staffing costs for the XYZ Company, as long-lasting relationships wi� our customers. In addition, mobile live chat lets customer service agents handle up to four mobile live chat service opens �e do�s to new revenues chats at once. �rough ads and supplementary service offerings." ~ CEO of XYZ Company Increased Profit Effectiveness Surprising Facts Reduced Efficienc� The adoption rate of mobile of mobile chat versus PC-based Internet chat happens so quickly. Cost Quality Users tend to use mobile chat even though they were Customer within reach of their PC. Satisfaction Early indications show that because of the common use of SMS, typing was not an issue or deterrent of using mobile chat. e info@newmediaservices.com.au w www.newmediaservices.com.au
  • 3. AUGUST 2011 ISSUE AUGUST 2011 BUSINESS NEWSLETTER Wi� �e explosive grow� of mobile devices and �e "instant access"Mentality �ey �ing, businesses must continue to shift �eir perceptions �at todays consumer wi� go out of �eir way to s�k assistance. Organizations should create customer service plans that mirror the modern, mobile consumer. SOURCE: Reference: http://www.mobilemarketer.com/cms/resources/case-studies/8062.html WHY YOUR COMPANY SHOULD CONSIDER AN ALTERNATIVE EMAIL PLATFORM Email has become more critical to the communications needs of small and large organizations than the telephone, real-time communications systems, fax or even in-person meetings. “A survey conducted by Osterman Research in March 2009 found that the typical user spends two hours and 32 minutes on a typical workday doing something in their email client. By contrast, that user will spend slightly less time on a typical day attending in- person meetings and talking on the tel- ephone combined.” Wha� Doe� �i� Mea�? Email systems must satisfy a Users must be able to access email IT administrators must be able to What organizations variety of requirements for various whenever and wherever they are deploy, configure and manage the entities in an organization located, including from their home email systems with as little effort as of all sizes need is computers and from mobile devices. possible. an email capability that is highly Business managers must be able The growing interest in cloud- based computing means that email reliable, highly to ensure that email services, including robust security services that are maintained by scalable and service providers must also be capabilities, are maintained as inexpensively as possible. robust and able to support users in inexpensive to organizations large & small operate. e info@newmediaservices.com.au w www.newmediaservices.com.au
  • 4. JULY 2011 ISSUEAUGUST 2011 ISSUE JULY 2011 BUSINESS NEWSLETTER AUGUST 2011 BUSINESS NEWSLETTER Email is a critical tool for users in organizations of all sizes. For Low-end Enterprise Environments It must be easy to install, configure and manage, particularly for organizations or satellite offices of larger organizations that may not have a dedicated IT staff. It must require as little additional expertise and infrastructure as possible. It must have a low cost of acquisition and management. It must provide robust security and filtering capabilities to protect against the growing variety o spam and malware traversing the Internet. For High-end Enterprise Environments Calendaring, sharing and permissions Detailed reports and usage statistics Custom filtering and message rules. Integration with other network systems High availability and basic clustering Source: http://www.axigen.com/articles/an-osterman-research-white-paper-axigen-the-alternative-for-exchange_56.html LOOP Simplicity and Accessibility Combined LOOP is an all-around online platform for SMS exchange, WAP chatting, Email response and Instant messaging that delivers what clients and their end-users deserve. Commercial Benefits FEATURES Real Time Responses Demo using your own Mobile Phones SMS Chat IM Chat Unassigned Messages Notifications via SMS or EMAIL WAP Chat Moderation Expiration Period for Users Time Stamp (Time Zones) Emails Bulk SMS Subscribers Lifetime Value Report Customize Auto Message MoBiGo Daily/Unique Subscribers Report for the September issue of NOX! Text Alerts & Bulk SMS Platforms e info@newmediaservices.com.au w www.newmediaservices.com.au

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