The modern call model

1. TEXTING…WHEN IT MATTERS
CONFIDENTIAL
The Modern Call Model

2. CONFIDENTIAL ©2013-2017 TEN DIGIT Communications
Talk to Business as Easily as Friends
Great Conversations
• Mobile Centric
• Allow your customer
to manage the timing
of conversations
• Be polite with your
customer
Better Outcomes
• Faster responses
• Reduce contact
center burden
• Happier agents
Best Relationships
• Communicate like
your customers
• Mass personalize
conversations
• Establish and
maintain the customer
and company bond

3. CONFIDENTIAL ©2013-2017 TEN DIGIT Communications
What is the Old Call Model? Voice First.
2CONFIDENTIAL
Thank you for calling Sears.
Please listen as our options have changed.
The current hold time is 30 minutes
Hello. My name is Beth. B-E-T-H.
The last four of my social is 3765.
Yes, that’s still my mailing address.
No, I don’t want to take a survey.

4. CONFIDENTIAL ©2013-2017 TEN DIGIT Communications
Modern Call Model: Use Messaging to Manage Voice
3CONFIDENTIAL
Gary tells me he’s
around, asks to
escalate
I let Gary know I
need to talk over
messaging
Started with SMS,
ends with voice
Attention gained,
context provided

5. CONFIDENTIAL ©2013-2017 TEN DIGIT Communications
Why the Modern Call Model Hasn’t Hit Business
4
Business phone systems were designed
in 1987 to work with 1987 technology.
In Q2 2017,
US smartphone penetration exceeded 90%
chetan sharma consulting
1987
PBX
1991
Web
1992
SMS
2001
Cloud
2007
iPhone
2015
AI

6. CONFIDENTIAL ©2013-2017 TEN DIGIT Communications
Why Modern is Better : Best Relationships
5CONFIDENTIAL
Customers expect
companies to know
the context
One message
problem resolution
In the address book
Same way you
communicate to
friends
Integrated into
information systems

7. CONFIDENTIAL ©2013-2017 TEN DIGIT Communications
Why Old Call Model is Painful
CONFIDENTIAL 6
Legacy
Modern
Intros
Two
minutes of
intros
Context
known
before the
call
On Hold
Didn't know
if they were
there
Text them
first
Missed
Calls
Company
just called
you when
they
wanted you
They text
you first
Lost Your
Agent
Call back
into the call
center
Agent calls
you back
Transfers
Tell your
story yet
again
Read the
text

8. CONFIDENTIAL ©2013-2017 TEN DIGIT Communications
Why Modern is Better : The Management of Attention
7CONFIDENTIAL
• Voice is a commitment: only one conversation at a time
• Messaging is a date: carry on multiple conversations
• Voice is synchronous, messaging asynchronous
• Natural to respond to messaging in a few minutes
• Try the two minute delay with voice
• Use messaging to coordinate attention on both sides
• Customer: avoid on-hold, why call when they aren’t ready?
• Enterprise: eliminates missed outbound calls, why call
when they aren’t there?

9. CONFIDENTIAL ©2013-2017 TEN DIGIT Communications
Smart Mobile Escalations
Messaging
Fast, convenient, natural
Cross platform, meet
customers where they are
Drives HTML5 and native
Mobile Apps
HTML5
Rich functionality with no
installations
Micro experiences like bill
pay and registration
Initiated from messaging
to browser
App
Complete mobile
experience
Access to all aspects of
hardware
Installed from link from
messaging
Links in Messages Kick of HTML5 or to
App Download Page

10. CONFIDENTIAL ©2013-2017 TEN DIGIT Communications
Mobile Apps : State of the Art
Most users (51%) don’t download any apps in a month*
Most consumers Most consumers do not
• Have smart phones
• Use SMS Messaging
• Make phone calls
• Take pictures
• Have a mobile browser
• Have your app installed,
unless you are Google or
Facebook
• Make phone calls from
their kitchen
*commScore 2017 US Mobile Apps Report, August 2017

11. CONFIDENTIAL ©2013-2017 TEN DIGIT Communications
Example HTML 5 Escalation
Conversation
starts in
messaging
Escalates with
a link
Links to page
rendered in
mobile browser

12. Thank You