Mobile Customer Service
Features

www.vocalcom.com

•
•
•
•

•
•
•
•

Visual IVR
Customer Context
Mobile Payment
Connect t...
Multi-Channel Customer Experience
Mobile Trends
85% of adults in this region have access to phone banking services

www.vo...
THE MOBILE : Mobile Marketing Platform
• VOCALCOM has integrated a comprehensive
platform for mobile apps and mobile marke...
Why mobile apps with contact center integration ?

• Smartphones and tablets are a huge
part of everyday life.

www.vocalc...
Turn context into data
LOCATION
CHANNEL

BEHAVIOR
User activity,
currently
viewing…

www.vocalcom.com

Web, mobile,
kiosk…...
Turn data into action

INSIGHT

DECISION

User profile,
user context…

e.g. “intention
to buy”

Select hot
prospects

ACTI...
Smart call button: easy integration in any app

• The Smart call button is easily
integrated in any app:
• New apps & exis...
Turn your apps into a personal assistant

www.vocalcom.com

• Your customers will use your apps 24/7
to find information, ...
How does it work ?

www.vocalcom.com

John is looking for a new car. He
uses the app to discover models,
look at prices an...
www.vocalcom.com

Contact Center Integration

• When a ccontact is made with the Smart call button, a dashboard is
automat...
Operator dashboard features

www.vocalcom.com

Customer Information : designed per
vocalcom scripter or integrated through...
Operator dashboard features

www.vocalcom.com

History of topics that the customer
was looking at, right before the call
(...
www.vocalcom.com

Technology under the hood

Inside the app
Vocalcom SDK is easily integrated in the
app. The SDK will aut...
Benefits : Provide Excellency Services

Always Available
No re-identification

No Waiting Time
Full Context is sent to you...
www.vocalcom.com

Visual IVR in your Apps

Select your topic

My city

Now

Building & living
My language

Education
Work
...
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Aka 20131128-the mobile customer service - copy (a.kassab@vocalcom.com.tn)

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  • Around 85% of adults in this region have access to phone banking services.Online Banking penetration doesn’t not exceed 15%Millions of mobile/phone transactions per dayMore than 50M transactional SMS alerts sent per day
  • Aka 20131128-the mobile customer service - copy (a.kassab@vocalcom.com.tn)

    1. 1. Mobile Customer Service Features www.vocalcom.com • • • • • • • • Visual IVR Customer Context Mobile Payment Connect to your customers on Mobile Apps Benefits No waiting Time No Re-identification Profile your customer through mobile apps Customer Centric TheLink impact • Share your customer experience through social media • Extend social interactions to mobile environment 1
    2. 2. Multi-Channel Customer Experience Mobile Trends 85% of adults in this region have access to phone banking services www.vocalcom.com Online Banking doesn’t exceed 15% 2
    3. 3. THE MOBILE : Mobile Marketing Platform • VOCALCOM has integrated a comprehensive platform for mobile apps and mobile marketing campaigns to meet the growing needs of governments, public services, businesses, events & retail. TapCreator create mobile engagement Comprehensive platform to build, publish & maintain mobile apps, no technical skills needed. www.vocalcom.com • THE MOBILE Platform allows you to easily manage your apps and launch mobile campaigns: • • • • • Multi-lingual apps Instant content updates Rich analytics Send location-based push notifications And much more… TapTarget launch omni-channel campaigns Omni-channel campaign builder for marketing teams with user profiling, location-targeting, behavioral targeting…
    4. 4. Why mobile apps with contact center integration ? • Smartphones and tablets are a huge part of everyday life. www.vocalcom.com • Companies use mobile apps to stay connected and engage with their customers. • By integrating the contact center inside the apps, the apps become personal and omni-channel. • With omni-channel apps, your company will have a personal, relevant, context-aware and direct communication line to your customers for sales, support, assistance… + = Omni-channel communication
    5. 5. Turn context into data LOCATION CHANNEL BEHAVIOR User activity, currently viewing… www.vocalcom.com Web, mobile, kiosk… Country, city, street, at home or on the road, language… = omni-channel view on customer used to connect the right agent automatically and personalize the conversation
    6. 6. Turn data into action INSIGHT DECISION User profile, user context… e.g. “intention to buy” Select hot prospects ACTION Trigger instant call-backs, push notifications… www.vocalcom.com DATA Turn raw data to useful insights. Automatically make the right decision for each customer and take immediate action (call-back, personalized offerings…)
    7. 7. Smart call button: easy integration in any app • The Smart call button is easily integrated in any app: • New apps & existing apps • Native apps (iOS, Android), web apps (HTML5)… Flanders infoline Calculate your building tax www.vocalcom.com Select your city • With the Smart call button, the user can directly call the contact center: • Call now or instant call-back • View waiting times • No IVR, automatic skill-based and context-based routing, using realtime data captured in the app Next step >> Call now about this topic Questions ? Call now ! and talk about this model
    8. 8. Turn your apps into a personal assistant www.vocalcom.com • Your customers will use your apps 24/7 to find information, make bookings, request a service, buy a product, prepare a purchase etc. But they will have questions and they will need your help sooner or later. Flanders infoline Calculate your building tax Select your city • With a Smart call button, the app becomes a truly personal assistant. The voice of a real person is just one click away for: • Sales assistance • After-sales assistance • Service & support • Bookings, purchases • … Next step >> Call now about this topic Questions ? Call now ! and talk about this model
    9. 9. How does it work ? www.vocalcom.com John is looking for a new car. He uses the app to discover models, look at prices and view technical specs. He discovers a model that he likes, but he has a few questions. John is instantly connected to the contact center, to an operator specialized in this specific model. No IVR ! Questions ? Call now ! and talk about this model He clicks the smart “Call now” button. John’s call is automatically routed to the right operator, based on his topic (the car model he is viewing), John’s context is transferred to the contact center : language, location, page, choice, ….
    10. 10. www.vocalcom.com Contact Center Integration • When a ccontact is made with the Smart call button, a dashboard is automatically displayed for the best skilled operator, with the full user profile. • the agent has a full access to the customer information from the company CRM • Current topic the caller is looking at in the app or on the website • Current location of user • User top interests • Full user profile and user context (activity, location…) • The product or pages that customer has been looking for • All customer interactions with the contact center
    11. 11. Operator dashboard features www.vocalcom.com Customer Information : designed per vocalcom scripter or integrated through CRM Current location of caller and distance from your closest shop, office or service location Current topic that caller is looking at
    12. 12. Operator dashboard features www.vocalcom.com History of topics that the customer was looking at, right before the call (both current session and historical sessions) Top interests of customer This is based on automated “user profiling” in the app, with advanced scoring algorithm.
    13. 13. www.vocalcom.com Technology under the hood Inside the app Vocalcom SDK is easily integrated in the app. The SDK will automatically track all user activities, build user profiles and track the location and context of the user. All data is sent to the contact center in real-time. Inside Vocalcom call routing App topics are mapped to operator skills. Each call is automatically routed based on: • Current topic in the app • Location of the user • User profile (language, customer type…) • Context of the user • Business rules Inside Vocalcom operator dashboard All informations about the customer are displayed to the operator. The operator can instantly provide personalized advise. No endless questions, no IVR, only great service!
    14. 14. Benefits : Provide Excellency Services Always Available No re-identification No Waiting Time Full Context is sent to your contact center Send document, alerts, chat
    15. 15. www.vocalcom.com Visual IVR in your Apps Select your topic My city Now Building & living My language Education Work Average My family members Health Visual IVR Personal profile Waiting times

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