An introduction to mobile engagement automation company, Relay Network, and what's required for businesses to overcome the challenges of delivering proactive, personalized customer experiences at scale. For a demo, go to www.relaynetwork.com.

1. CONNECTING YOURCUSTOMERSTOYOURCONTENT.
RELAY IS THE END-TO-END MOBILE SOLUTION FOR GUIDING CUSTOMERS THROUGH LIFECYCLE EVENTS.
Gartner™ names Relay Network a
Cool Vendor in Customer Service and Support

2. ON THE
AGENDA
Our vision
B2C communication challenges
The cost and impact to your business
How Relay addresses these challenges
Use cases
Next steps

3. 3
OUR VISION
The delivery of proactive and individualized communications
increases engagement and creates educated customers.

4. 4
1. Existing channels fail to deliver personalized educational content.
2. Self-service tools suffer from lack of relevancy, awareness and utilization.
3. Delivering journey-aware messages at scale requires automation.
B2C COMMUNICATION CHALLENGES
4. Security and compliance limitations restrict the content you can share over channels

5. 5
At each point in the customer lifecycle, there are critical communication
opportunities to proactively deliver content that educates and supports your customer.
ONBOARDING ACTIVATION
PRODUCT
EDUCATION
BILL PAY
TECH
SUPPORT
UPGRADE/
CHANGE
WRAP UP/
RENEWAL
Portal
signup
w/ SmartLinks
Autopay +
paperless
signup
Appt
confirmation
Resolution
confirmation
ConfirmOrder
confirmation
Tracking
number
Survey
67% of executives want to direct
customers to as many self-service tools
as possible.
Sources: Relay Enterprise Self-Service Landscape Survey, 2017; Nuance.com, https://www.fastcompany.com/3013177/why-the-future-of-customer-service-is-self-service; https://www.superoffice.com/blog/proactive-support/
87% of customers want to be contacted
proactively by a company.
BUSINESSES + CUSTOMERS WANT SERVICE TO BE EASY
STAGE
CONTENT
CUSTOMERS
NEED
Tutorial
video

6. 6
PHASE NAMEWHAT’S MISSING?
Businesses lack the ability to deliver highly-relevant, journey-aware content before customers have to ask.
As a result, customers still have to work too hard to educate themselves.
Sources: Relay Enterprise Self-Service Landscape Survey, 2017; https://www.zendesk.com/resources/searching-for-self-service/

7. 7
PHASE NAMETHIS PUTS FUTURE REVENUE AT RISK
Revenue impacts of poor CX
Year 1 Year 5 Year 10
5% churn 20% churn
40% less revenue
Profitability
50% reduction
in future
revenue
CLTVhttps://www.slideshare.net/GainsightHQ/the-incredibleimpactofchurnonthevalueofyourcompany
3K
6K
12K
9K
In thousands
High churn
Lower usage
High servicing costs
+
+
The inability to communicate
effectively with customers results in:

8. 8
PHASE NAME
Despite significant investment, businesses are challenged to meet their customers’ expectations for
digital, fast, easy and personal interactions.
0 1 2 3 4 5 6 7 8 9 10
Detractors Passives Promoters
Very unlikely Extremely likely
Cable/sat
(0)
Utilities
(12)
Personal + Property
(42)
Insurers
(18)
Providers
(28-60)
Banking/Lending
(35)
Credit Card
(20)
Excellent
(68)
75% of businesses want to use their ability to deliver exceptional CX as a competitive advantage
Source: NPSBenchmark.com; 2016 Satmetrix Systems, Inc, Avg Net Promoter Scores for US consumer sectors
AND CUSTOMER EXPECTATIONS ARE NOT MET

9. 9
ONBOARDING ACTIVATION BILL PAYPRODUCT
EDUCATION
TECH SUPPORT
UPGRADE/
CHANGE
WRAP UP/
RENEWAL
OUR PERSPECTIVE
✓ Order
Confirmation
✓ Portal
Signup
✓Personalized
Tutorial
✓ Click to
Confirm
Appointment
✓ 1st Bill
Explained +
Click to Pay
✓Step-by-Step
Instructions ✓ NPS Survey
Until you can deliver timely, individualized, proactive messages with content that
enables guided self-service, businesses and customers won’t get what they want.

10. 10
PHASE NAMETHE IDEAL CHANNEL
Individualized
IntheMoment
Persistent
Proactive
Compliant and Secure
Reach
Low
High
High Low Low
High High
High High
Gartner™ names Relay Network a
Cool Vendor in CRM Customer Service and Support

11. 11
PHASE NAMERELAY ENABLES GUIDED SERVICE
The only messaging channel that automates the delivery of individualized, instant communications that
guide customers through lifecycle events.
YOUR CONTENT
PERSONALIZED CONTENT DELIVERED TO THE
INDIVIDUAL, AT THE RIGHT TIME
MICHAEL

12. 12
PHASE NAMEHOW IT WORKS
Relay enables you to automate the delivery of individualized, instant communications that guide
customers through lifecycle events.
CREATE ACCOUNT
ORDER CONFIRMATION
SHIPPING STATUS
ORDER CONFIRMATION
CREATE COMMUNICATION TEMPLATE TRIGGER PUSH
SEND SMARTLINK
NOTIFICATION
POST TO FEED
ONBOARDING + ACTIVATION

13. 13
CONNECTING CUSTOMERS TO CONTENT