Fonolo At E Comm09 (Short)

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Fonolo discusses what it has learned in the year that it has been "spidering" the phone menus of major North American companies, airs some dirty laundry of the IVR industry, and talks about what's new in its popular consumer service that "deep dials" the phone menu.

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Fonolo At E Comm09 (Short)

  1. 1. Fonolo: Looking back at a year of Deep Dialing Shai Berger CEO and co-founder
  2. 2. What is Deep Dialing? <ul><li>Browse the phone menu visually </li></ul><ul><li>Click any “node” of the tree </li></ul><ul><li>Fonolo will call you </li></ul><ul><li>When you answer, you are connected directly to that node </li></ul><ul><li>Try it free at fonolo.com! </li></ul>
  3. 3. <ul><li>View the full phone menu (as in the next slide) or… </li></ul><ul><li>Quick links to commonly called points in the menu. </li></ul>
  4. 5. Mapping phone menus <ul><li>Independent of the companies themselves </li></ul><ul><li>Each tree regularly validated </li></ul><ul><li>Each path validated at call time. </li></ul>Fonolo spiders phone space the way Google spiders web space
  5. 6. After a year of spidering… What have we learned? (14,800 nodes) 500 companies mapped
  6. 7. IVRs have gotten very intricate <ul><li>5 companies with more than 100 nodes </li></ul><ul><li>Record holder: </li></ul>(194 nodes) US Dept. of Veterans Affairs
  7. 8. Lots of listening required <ul><li>20 companies had nodes with more than 400 words in them </li></ul><ul><li>Record holder: </li></ul>(1687 words!) American Airlines Cargo & Priority Parcel Service
  8. 9. Average lifespan <ul><li>10 companies with that phrase have menus that haven't changed in 6 months </li></ul><ul><li>Record holder: </li></ul>Really? “ Please listen carefully as our menu has recently changed” (11 months, 27 days) Sandals Resorts
  9. 10. Intelligent Call History <ul><li>Fonolo serves as a dashboard for the companies you deal with regularly </li></ul><ul><li>Tracks all your calls, regardless of phone used </li></ul><ul><li>Attach notes to calls </li></ul><ul><li>New: </li></ul>All still free! Call Recording
  10. 11. Android App
  11. 12. iPhone App
  12. 13. Are we “anti-IVR”? <ul><li>No! Companies actually like Fonolo! </li></ul><ul><li>Fonolo leverages the existing investment in their IVR systems to improve the experience for callers </li></ul><ul><li>… and it improves their own metrics! </li></ul><ul><li>Misnavagation (aka “zero-ing out”) is a big drag on call center metrics </li></ul><ul><li>Misnavigation rates: 30 - 50% </li></ul><ul><li>Fonolo working with companies… stay tuned! </li></ul>
  13. 14. The future… <ul><li>More companies! </li></ul><ul><li>Smarter shortcuts </li></ul><ul><li>“ Please enter your 17 digit account number…” </li></ul><ul><li>International expansion? </li></ul> Carrier partnership
  14. 15. Thank you Email: shai@fonolo.com Blog: shaiberger.com Follow: twitter.com/shaiberger

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