This document summarizes a panel discussion on mobile engagement. It introduces four panelists from Sinch, LivePerson, and Vodafone who discuss the state of mobile messaging and conversational commerce. Key topics covered include consumer preferences for messaging apps, the need to build trust with consumers, and how businesses can better engage customers through chatbots and conversational experiences.

1. © 2017 Mobile Ecosystem Forum Ltd

2. © 2017 Mobile Ecosystem Forum Ltd
MODERATOR
TIM
GREEN
MEF
SPEAKER
PAUL
LOUDEN
SINCH
SPEAKER
ALAN
RANGER
LIVEPERSON
SPEAKER
LIZ
MCCORD
VODAFONE

3. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
The Future of
Mobile Engagement

4. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Paul Louden – Sinch
Sales Director UK & Ireland

5. Has anyone asked consumers
what they want?

6. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
The State of Consumer Mobile Engagement
Sinch surveyed over 2,300 consumers across
the globe in August 2019.
The purpose was to:
• Understand the current and desired use of
mobile messaging
• Learn about their attitudes towards data
privacy, chatbots and customer
engagement.

7. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
The survey findings

8. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Consumers press mute
71% of consumers say they often or sometimes silence notifications on their phones.
Why?
I disable notifications for apps trying
to sell me something

9. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
51% of smartphone users say they
downloaded zero apps in the last month.
The average app loses 77% of users
within 3 days of being installed.
And just 5% still use an app at the 90-
day mark.
Apps fatigue is here

10. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
40% of Gen Y & Z maintain a special
email just for spam.
2 in 5 have dozens of unread emails.
Anti-spam tactics &
noise avoidance
is the new norm

11. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Consumers fear misuse of
their personal data

12. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
The business benefits of
Mobile Consumer Engagement

13. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Consumers wish for simplicity
Would it be useful if all your mobile chats took place using your phone’s default
TXT/SMS application?

14. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Exploit the opportunity gap
Consumers welcome specific types of messages, but companies aren’t
taking advantage.

15. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.

16. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Facebook Messenger & WhatsApp
dominate the consumer world

17. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Conclusions

18. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
4 key takeaways to excel in
mobile consumer engagement
Prioritize value
Service messages are welcome, but so are
promotional messages, i.e., if they’re highly
personalized, relevant and timely.
Explore unmet needs
Untapped potential exists in how businesses can better
serve consumers through notifications, rich messaging
and chatbots. The opportunity is huge.
Build trust
Making connections on mobile is at the core of
consumer engagement but it’s contingent on trust.
Companies that build consumer trust outperform
organizations that don’t.
Value consumer privacy
Consumers are open to sharing their data and
receiving content from brands they trust. However,
companies need to articulate how they provide tangible
value and how they safeguard personal data.

19. Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Mobile messaging
is 35x more
effective than
email.

20. Launched Today!
Visit sinch.com for your copy

21. LIVEPERSON
CONVERSATIONAL MARKETING
Alan Ranger, Vice President, Business Development, LivePerson

22. con·ver·sa·tion·al
com·merce
1 the ability for people to communicate with brands
through conversations, from any device, on
their own time
2 It requires bots and humans working together in
order to deliver at scale

23. FINALLY, MESSAGING IS NOW BUILT FOR BUSINESS
In-app and web SMS Apple Business
Chat
Android Rich
Business
Messaging
Facebook
Messenger
WhatsApp Voice assistants

24. THE CONVERSATION SPANS THE
ENTIRE CONSUMER JOURNEY
01
DISCOVER
02
DECIDE
03
TRANSACT
04
SEEK HELP
05
RE-ENGAGE

25. 25LivePerson Proprietary & Confidential Information. © 2019 LivePerson, Inc. All Rights Reserved.
GO FROM 1-WAY SMS TO
RICH CONVERSATIONAL
EXPERIENCES
We apologize, your Astra
Air flight AA2348 on May 29
has unfortunately been
cancelled. To reschedule,
please call us at 800-345-
9876 or visit astraair.com.

26. LivePerson Proprietary & Confidential Information. © 2019 LivePerson, Inc. All Rights Reserved.
THE RESULTS SPEAK FOR THEMSELVES
24%
Messaging
conversion rate
VS
Proactive two-way
response rate
13%2%
Phone
conversion rate
One-way proactive
response rate
2%
LivePerson Proprietary & Confidential Information. © 2019 LivePerson, Inc. All Rights Reserved.

27. START THE CONVERSATION IN FACEBOOK
OR INSTAGRAM ADS

28. START THE CONVERSATION IN FACEBOOK
OR INSTAGRAM ADS
3xLift in conversion
rates
5xReduction in cost per
lead
40xOverall lift in
engagement

29. START THE MESSAGING CONVERSATION WITH A CALL

30. START THE CONVERSATION WITH A PHYSICAL PRODUCT

31. FOR CONVERSATIONAL
SUCCESS, BOTS AND HUMANS
NEED TO TANGO

32. Source: LivePerson
2X increase in agent
efficiency
Up to 50% decrease in
agent attrition rates
BETTER CUSTOMER EXPERIENCE BETTER BUSINESS OUTCOMES HAPPIER AGENTS
Reduce steps in the journey
& funnel
20% Increase CSAT
20pt Increase NPS
Up to 3x increase in ROAS
Up to 4x increase in sales
conversion
50% decrease in care costs
over voice

33. LIVEPERSON
CONVERSATIONAL MARKETING
Alan Ranger, Vice President, Business Development, LivePerson

34. Vodafone RCS Update
liz.mccord@vodafone.com
MadFest, London, November 2019

35. RCS is live in 15 Vodafone markets
Business Messaging is available now
UK
Germany
Spain
Italy
South Africa
Ireland
Greece
Portugal
New Zealand (partner market)
Romania
Turkey
Albania
Czech Republic
Hungary
Malta
… and more to come

36. Business Messaging just got better

37. Engage

38. 38
Enrich

39. 90% conversation
success rate
Users completed desired
task 9/10 cases
Vodafone TOBi Chatbot
73% read rate
2.5% click “Order Now”
44% proceed to McDelivery
(Out There Media)
McDonald‘s promotion
Excel
11x click through
compared to push
notification
Vodafone Happy Fridays
5/5 rating from all
0 opts outs compared to
0.6% SMS opt-out
(Open Market)
Virgin Trains campaign

40. Excel
ITV premium comp:
9.7% responses 58% via
RCS, 42% via SMS)
(OpenMarket)
Cancer Research (charity):
21% RCS Click-through
vs. 3% SMS
Vodafone Start:
3% RCS responses vs.
0.4% Push
Happy Friday:
9% RCS redemption rate vs.
8% Push & 7% SMS
Vodafone TV:
Participation entries 7%
via RCS vs. 3% SMS

41. It is a
worldwide
reality
Engagement average
>7%
Robustness
&
trust
Industry standard
evolves to meet
customer needs
Key Learnings

42. Thank you
liz.mccord@vodafone.com