SMS Text Messaging Solutions for: Customer Service Questions and Answers Comments and Feedback Customer Relationship Manag...
Interactive .  Mobile .  Engagement . The Communications Shift: Less Telephone Talk Recent business phone calls study… * O...
Americans send and receive twice as many text messages as phone calls per month.   (Nielsen Mobile) Text messaging has ove...
Customers have opinions and express them whether or not companies are listening. <ul><li>Feedback can only be effective wh...
Comment Cards (Printed) Telephone Online Feedback Type Challenges and Limitations Comment Cards (Electronic) Current Custo...
Interactive .  Mobile .  Engagement . Traditional Customer Feedback
Interactive .  Mobile .  Engagement . Customer Feedback With Mosio
<ul><li>Most companies currently utilize old methods: </li></ul><ul><li>800 Telephone Numbers </li></ul><ul><li>Web URLs <...
+ = <ul><li>Point of experience feedback. </li></ul><ul><li>Efficient data collection/processing. </li></ul><ul><li>Additi...
2-way mobile messaging to collect and manage comments, suggestions and questions in real-time.   Interactive .  Mobile .  ...
Capture, analyze and export data.  Utilize metrics to make important decisions. Manage direct customer dialogue via text m...
Engage and Capture 1.  Engage -  Engage customers at the point-of-experience, during key moments of consumption, via the c...
Analyze and Respond 3.  Analyze –  The sentiment, meaning and nature of each topic can be assessed upon receipt and action...
&quot;Mosio makes it easy.” - Krystal London, Mobile Industry Review “Mosio presented Microsoft the perfect opportunity to...
Web:  www.mosio.com E mail :   [email_address] P hone :  877.572.9953 T ext:  ASKMO  to  66746 © 2010 Mosio, Inc Contact I...
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Mosio | Customer Feedback via Text Messaging | Customer Service | Comments | Net Promoter | Surveys | Mobile CRM

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This is a presentation from Mosio about how SMS Text Messaging can be utilized effectively in customer service to receive and respond to customer comments, questions and feedback.

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  • For more information on how Mosio's 2 way text messaging platform can help you receive and respond to customer inquiries, please visit us at http://www.mosio.com
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Mosio | Customer Feedback via Text Messaging | Customer Service | Comments | Net Promoter | Surveys | Mobile CRM

  1. 1. SMS Text Messaging Solutions for: Customer Service Questions and Answers Comments and Feedback Customer Relationship Management (CRM) More info at: www.mosio.com
  2. 2. Interactive . Mobile . Engagement . The Communications Shift: Less Telephone Talk Recent business phone calls study… * Only 26% of calls placed during business hours were answered by a person. * 80% of callers didn’t leave a voicemail. * 55% of callers never called back. (Based a study of 8,000 business calls by RentLinx ) Talking on the phone has become an inconvenience.
  3. 3. Americans send and receive twice as many text messages as phone calls per month. (Nielsen Mobile) Text messaging has overtaken email and instant messaging as the main form of communication for college students. (Technology Marketing Corporation) 131 million mobile phone owners use text messaging. (Pew Internet Project) Interactive . Mobile . Engagement . Texting is the New Talking
  4. 4. Customers have opinions and express them whether or not companies are listening. <ul><li>Feedback can only be effective when information is captured: </li></ul><ul><li>From those who represent the general population of your customer base. </li></ul><ul><li>At the point of consumption. </li></ul>Interactive . Mobile . Engagement . Opinions: Customers Will Be Heard
  5. 5. Comment Cards (Printed) Telephone Online Feedback Type Challenges and Limitations Comment Cards (Electronic) Current Customer Feedback Types and Their Limitations <ul><li>Customers have to remember to go online later. </li></ul><ul><li>Missing out on “point of consumption” opinions and ideas from customers. </li></ul><ul><li>800 number toll fees for companies, mobile minutes for many customers. </li></ul><ul><li>Staff required to answer phones, limiting open hours. </li></ul><ul><li>Consumers don’t like calling companies, being on hold, phone trees, etc. </li></ul><ul><li>Hardware and user interface unfamiliar to responders. </li></ul><ul><li>Ongoing hardware management (repairs, recharging, loss prevention) required. </li></ul><ul><li>Labor and time intensive. </li></ul><ul><li>Cards need to be manually distributed, collected, delivered and transcribed. </li></ul><ul><li>Time lost from card completion to data analyzed. </li></ul>
  6. 6. Interactive . Mobile . Engagement . Traditional Customer Feedback
  7. 7. Interactive . Mobile . Engagement . Customer Feedback With Mosio
  8. 8. <ul><li>Most companies currently utilize old methods: </li></ul><ul><li>800 Telephone Numbers </li></ul><ul><li>Web URLs </li></ul><ul><li>These methods are costly, time consuming and don’t fit with consumers increasingly mobile lifestyles. </li></ul>Interactive . Mobile . Engagement . Traditional Customer Feedback and Comments
  9. 9. + = <ul><li>Point of experience feedback. </li></ul><ul><li>Efficient data collection/processing. </li></ul><ul><li>Additional marketing opportunities. </li></ul>Mosio enables companies to capture feedback from customers on mobile devices using text messaging (SMS). With Mosio, Companies Benefit From: Interactive . Mobile . Engagement . Customer Feedback and Comments Using Mosio SMS
  10. 10. 2-way mobile messaging to collect and manage comments, suggestions and questions in real-time. Interactive . Mobile . Engagement . Mosio’s Web-Based Two-Way Text Messaging Solution Customers text from mobile phones… You respond via a web-interface.
  11. 11. Capture, analyze and export data. Utilize metrics to make important decisions. Manage direct customer dialogue via text messaging. Interactive . Mobile . Engagement . Mosio’s Analytics and Reporting
  12. 12. Engage and Capture 1. Engage - Engage customers at the point-of-experience, during key moments of consumption, via the customer’s mobile device. 2. Capture - Utilizing text messaging and mobile email, Mosio lets customers provide direct feedback in their own words. Interactive . Mobile . Engagement . Mosio 4 Step Process - Steps 1 and 2
  13. 13. Analyze and Respond 3. Analyze – The sentiment, meaning and nature of each topic can be assessed upon receipt and action assigned as to how to respond. 4. Respond – Customers who provide feedback or suggestions want a response. Mosio provides brands with an efficient way to receive and respond quickly to customers or collaborate with the appropriate department to take action. Interactive . Mobile . Engagement . Mosio 4 Step Process - Steps 3 and 4
  14. 14. &quot;Mosio makes it easy.” - Krystal London, Mobile Industry Review “Mosio presented Microsoft the perfect opportunity to combine mobile, community and discovery in a social and interactive environment.” - Hunter Hoffman, Universal McCann “Mosio is a mobile marketing agency that is on the cutting edge of how the mobile space is adapting to the way people use their phones to communicate.” - Murray Newlands, Digital Marketing Consultant &quot;Using Mosio has given us a new way to speak with our clients and consumers; one that is simple for them and effective for us!” - Andrew Loos, Attack! Marketing &quot;Mosio's service opens up a whole new world for us, giving us an easy-to-use component, increasing student access to KU Info.” - Curtis Marsh, KU Info Program Director &quot;Mosio has done something very smart.” - Greg Sterling, Local Mobile Search © 2010 Mosio, Inc Buzz Interactive . Mobile . Engagement .
  15. 15. Web: www.mosio.com E mail : [email_address] P hone : 877.572.9953 T ext: ASKMO to 66746 © 2010 Mosio, Inc Contact Interactive . Mobile . Engagement .

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