Mobilize Your Customer Service

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Your customers need immediate and contextual assistance …

Your customers need immediate and contextual assistance
By 2015, there will be more people accessing the web using a mobile device than through a PC; smart phones and tablets are revolutionizing the way customers interact with every business.
Mobile consumers want to self-serve on their devices and have the ability to resolve their issue on a smartphone app rather than call into a call contact center.

But what happens when they need customer service from within a mobile web site or App?

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  • 1. Mobilize your Customer Service
  • 2. chat voice videoco-browsingclick2call VIVOCHA IS A FULLY INTEGRATED PLATFORM FOR MANAGING ONLINE INTERACTION CHANNELS
  • 3. SIMPLE+ SMART+ BEAUTIFUL+
  • 4. Chat - PSTN - VoIP Real Time Analytics Collaboration Tools Easy / deep integration with CRM eCommerce platforms 3rd party CTI platforms OPEN API - FRAMEWORK FULLY INTEGRATED MULTIMEDIA COMMUNICATION SUITE Enterprise class technology => Live in 5 minutes Easy yet powerful High # of concurrent services A/B testing CUSTOMER OPERATIONS' SCALABILITY Queue Mgmt & Routing Reporting & Staffing SERVICE CREATION ENVIRONMENT (a.k.a. Web-foundry)
  • 5. Integrate with Your Systems ! Vivocha is seamlessly integrated with your key business systems or contact center technologies ! ! ! ! ! ! ! or you can use our APIs to integrate with any system ! Agent Desktop + BackEnd + Analytics + CTI
  • 6. Mobilize your Customer Service
  • 7. What happens if I need support on the go? @bevan - _____ mobile is down. Not letting me checkout. CS says it's a known problem. On BlackFriday? I just missed two deals!! @gdomdom - @_____ Your app is not good for trying to shop!!! Get your mobile act together The mobile cart abandonment rate is estimated to be as high as 97% Retailers lost close to $16 Billion dollars in mobile cart abandonment this past holiday season
  • 8. 46% of online customers expect brands to provide customer service on mobile 84% of consumers who made a mobile transaction last year reported a problem 63% will not complete the purchase after experiencing a problem on mobile Mobile Customer Experience
  • 9. Customer Service Will Adopt a Mobile-First Mindset Mobile apps set to bypass traditional IVR Customers Expect Proactive - RealTime Support ! 2014 will see mobile apps combine with services such as call-back and web chat to make engagement even easier for customers ! Forrester's Top Trends For Customer Service In 2014 Aberdeen’s Looking Ahead: Will 2014 be the Year of Customer-Driven Contact Centers? Top Trends For Customer Service In 2014
  • 10. Welcome Vivocha on the GO
  • 11. Cut your time spent handling support by over 50% and increase overall customer satisfaction Proactive engagement Customizable chat Push notifications Real Time Collaboration GeoLocation
  • 12. Vivocha on the Go Proactive engagement & Real Time Collaboration Push notifications & GeoLocation Mobile OS: iOS - Android - WinPhone HTML 5 - CSS3 widgets Voice Call Backs - beta now WebRTC - in App Voice support - available soon
  • 13. Mobile SDK - iOS
  • 14. A READY-TO-USE RAPID APPLICATION DEVELOPMENT MOBILE SDK TO ADD VIVOCHA CAPABILITIES TO YOUR MOBILE NATIVE APPS
  • 15. Vivocha Mobile SDK Architecture Overview iOS App Vivocha Web Services Vivocha Mobile SDK Framework Vivocha XMPP Server Vivocha Classes XMPP Service Implementation Web Service Implementation Message Custom Action Data Collection Data Collection Form Data Collection Field NotificationContact Vivocha Manager
  • 16. EASY-TO-SETUP
  • 17. FOUNDRY (config) Mobile service General setting Engagement Interaction
  • 18. EVENT-DRIVEN API VivochaSDK posts NSNotification objects for many events: ! agent available/unavailable message received contact terminated custom actions
  • 19. DYNAMIC BUTTONS Side tab Buttons
  • 20. PROACTIVE POPUPS modal dialogs local notifications
  • 21. CUSTOM CHAT INTERFACE •balloons shape and colors •background (different services can have different look and feel) •branding (with background logo)
  • 22. PUSH NOTIFICATIONS alerts persistent (even when the iPhone is locked) reliable (connections dropped, dead zones)
  • 23. OUT-OF-THE- BOX INTEGRATIONS Customer Info Customer History Shortcuts Integrations ……
  • 24. COLLABORATION custom data custom events (actions/questions) assisted app navigation
  • 25. GPS-based GeoLocation tracking
  • 26. http://www.vivocha.com/features.html#mobile LINKS http://docs.vivocha.com/display/VVCJ/iOS+SDK http://www.vivocha.com/ Vivocha goes Mobile Request your Vivocha account Learn how to
  • 27. What’s Next
  • 28. Mayday For the rest of Us
  • 29. @vivocha vivocha info@vivocha.com THANK YOU vivocha