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Creating a Mobile & Social Experience
for Your Customer’s Lifestyle
Offer mobile & social support for increased engagement...
Just a little about Creative Virtual
• WHO WE ARE: Creative Virtual is a leader in self-service customer experience
soluti...
Show of Hands
Change in Lifestyle = Change in Channels
Source: The Autonomous Customer, 2013
Age is Not a Factor
Use of smartphones &
social networking sites is on
the rise across all customer
age groups.
Growing Customer Expectations
Source: Gartner, 2014
Customer expectations continue to increase as they
continue to be empo...
Companies Know It’s Critical
Source: The ‘Normalization’ of Social Customer Care, 2014
Yet 60% of companies are not formal...
Where do I start?
1. Get to know the mobile &
social customer
2. Create consistency across
channels
3. Offer a convenient ...
Get to know the
mobile & social
customer
There will be seven billion smartphones
in everybody’s hands in the next five
years. Now, everybody is a digital
customer,...
The Mobile Customer
Source: Predicts 2014: Customer Support and the Engaged Enterprise, Gartner, 2013
Today nearly 40% of ...
The Mobile Customer
Source: Mobile Path to Purchase: 5 Key Findings, Google, 2013
The Mobile Customer
Source: Mobile Path to Purchase: 5 Key Findings, Google, 2013
The Social Customer
Today 72% of all Internet users
are active on social media.1
71% of consumers that receive a
quick bra...
The Social Customer
Source: The Autonomous Customer, 2013
The Social Customer
Source: The ‘Normalization’ of Social Customer Care, 2014
Create consistency
across channels
Every contact we have with a
customer influences whether or
not they’ll come back. We have
to be great every time or we’ll...
Gartner’s Ensemble Interactions
Bring Content Together
Knowledge Management is Key
Eliminate departmental & information silos
Manage all content from one platform
Easily iden...
Offer a convenient
customer experience
Intelligent Virtual Assistants
 Be where your customers are, including mobile
& social channels
 Deploy accurate & consi...
Live Demo
V-Person in Action:
National Rail Enquiries
Mobile Banking
Moonpig & TSB
Mobile Support with HTML5 Templates
National Rail Enquiries
Integration with Facebook page
Lloyds Bank
Link to Virtual Assistant on Twitter
Autodesk
Troubleshoot on Twitter
Verizon
Integration with Community Forum
Three Key Takeaways
Get to know your customers’ lifestyle so you can
be where they are
Use a knowledge management tool t...
Looking to the Future
Mobile & Social continue to grow,
becoming essential channels for
customer communication
Organisat...
Get in Touch With Me
By email:
chris@creativevirtual.com
On Twitter:
@chrisezekiel
On the web:
www.creativevirtual.com
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Creating a Mobile and Social Experience for Your Customer's Lifestyle

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In today’s world, social and mobile platforms have become a lifestyle. Smart companies know that customers will connect with them on smartphones before work, from computers during the day and from tablets in the evening. Offering customised mobile applications and support on social networking sites gives them a competitive advantage.
Case Studies: Moonpig, TSB, National Rail Enquiries, Lloyds Bank, Autodesk, Verizon

Published in: Technology, Business
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Creating a Mobile and Social Experience for Your Customer's Lifestyle

  1. 1. Creating a Mobile & Social Experience for Your Customer’s Lifestyle Offer mobile & social support for increased engagement Presented by Chris Ezekiel @chrisezekiel
  2. 2. Just a little about Creative Virtual • WHO WE ARE: Creative Virtual is a leader in self-service customer experience solutions for over 10 years. • WHAT WE DO: Our technology helps optimise the customer support, sales, marketing and call centre teams to reduce costs, increase online sales, and achieve operational excellence across mobile, web and social media channels • WHO WORKS WITH US: Organisations like HSBC, Citibank, Autodesk, Verizon, Commercial Bank of Dubai, National Rail Enquires, RSPCA, Tesco Mobile, JP Morgan Chase, and Lloyds Banking Group rely on our technology. • WHERE TO FIND US: We have offices in the UK, USA, Netherlands, Australia, India and Singapore. You can find us online at www.creativevirtual.com and follow us on Twitter @creativevirtual.
  3. 3. Show of Hands
  4. 4. Change in Lifestyle = Change in Channels Source: The Autonomous Customer, 2013
  5. 5. Age is Not a Factor Use of smartphones & social networking sites is on the rise across all customer age groups.
  6. 6. Growing Customer Expectations Source: Gartner, 2014 Customer expectations continue to increase as they continue to be empowered by new technologies.
  7. 7. Companies Know It’s Critical Source: The ‘Normalization’ of Social Customer Care, 2014 Yet 60% of companies are not formally supporting social customer care!
  8. 8. Where do I start? 1. Get to know the mobile & social customer 2. Create consistency across channels 3. Offer a convenient customer experience
  9. 9. Get to know the mobile & social customer
  10. 10. There will be seven billion smartphones in everybody’s hands in the next five years. Now, everybody is a digital customer, so doing things digitally is no longer a niche play. Doing things digitally is how the entire world communicates. - Angela Ahrendts, CEO, Burberry Source: The Business of Fashion, 2013 The Entire World is Digital Now
  11. 11. The Mobile Customer Source: Predicts 2014: Customer Support and the Engaged Enterprise, Gartner, 2013 Today nearly 40% of Internet time is spent using a mobile device. By 2015, at least 60% of the Internet users will opt for mobile customer service applications as their first option.
  12. 12. The Mobile Customer Source: Mobile Path to Purchase: 5 Key Findings, Google, 2013
  13. 13. The Mobile Customer Source: Mobile Path to Purchase: 5 Key Findings, Google, 2013
  14. 14. The Social Customer Today 72% of all Internet users are active on social media.1 71% of consumers that receive a quick brand response on social media are likely to recommend that brand to others.2 Sources: 1: Search Engine Journal, 2013 2: CeBIT, 2014
  15. 15. The Social Customer Source: The Autonomous Customer, 2013
  16. 16. The Social Customer Source: The ‘Normalization’ of Social Customer Care, 2014
  17. 17. Create consistency across channels
  18. 18. Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them. - Kevin Stirtz, Digital Marketing Expert Source: Forbes, 2014 Every Contact Matters
  19. 19. Gartner’s Ensemble Interactions
  20. 20. Bring Content Together
  21. 21. Knowledge Management is Key Eliminate departmental & information silos Manage all content from one platform Easily identify gaps in information Create customer-specific conversations for virtual & live agents Deliver consistent messages across channels
  22. 22. Offer a convenient customer experience
  23. 23. Intelligent Virtual Assistants  Be where your customers are, including mobile & social channels  Deploy accurate & consistent answers across all channels  Flexible integration for seamless experience across channels  Always on & available 24/7  Engage with thousands of customers simultaneously
  24. 24. Live Demo V-Person in Action: National Rail Enquiries Mobile Banking
  25. 25. Moonpig & TSB Mobile Support with HTML5 Templates
  26. 26. National Rail Enquiries Integration with Facebook page
  27. 27. Lloyds Bank Link to Virtual Assistant on Twitter
  28. 28. Autodesk Troubleshoot on Twitter
  29. 29. Verizon Integration with Community Forum
  30. 30. Three Key Takeaways Get to know your customers’ lifestyle so you can be where they are Use a knowledge management tool to create consistency across channels Create convenience by giving access to support & information when & where customers want it
  31. 31. Looking to the Future Mobile & Social continue to grow, becoming essential channels for customer communication Organisations become more widely hyper-connected Cross channel interactions/awareness Virtual Agents live online and offline (think kiosks and holograms)
  32. 32. Get in Touch With Me By email: chris@creativevirtual.com On Twitter: @chrisezekiel On the web: www.creativevirtual.com

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