Online use case presentation of the MDK Messenger. Customer service possibilities for online and mobile commerce. In-app Messenger. Mobile purchasing trends. MDK Introduction, Technical Background.

1. Real-time messagingfor
your customer service
November 2015
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2. “No other app category competes with the level of
engagement that messaging apps have” – CPO Tictail
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100% 192%
320%
617%
844%
100%
102%
124% 150%
178%
218%
334%
489%
680%
2011 2012 2013 2014 2015
Mobile Messaging MAU* E-Commerce Sales** M-Commerce Sales***
*Combined #MAU of: Whatsapp, FB Messenger, WeChat, Skype, Snap- chat, Viber, Line, Kakaotalk
**http://www.statista.com/statistics/261245/b2c-e-commerce-sales-worldwide/
*** http://www.statista.com.login.bibproxy.whu.edu/statistics/324636/mobile-retail-commerce-revenue-worldwide/

3. 3
• Whatsapp, FB, etc. created an environment in which
instant transmission and quick responses are expected
• Information is accessible and comparable, everywhere,
even in-store and across countries
• Cater to the increased service speed expectations!
Instant communication and
information is expected
Mobile shopping has to be
convenient
Mobile devices generate
more data
• 34% of E-commerce is mobile* – and counting
• Smaller screen sizes and mobile data requires
responsive design and new approaches
• Build on a system that was developed mobile-first!
• E-commerce businesses increasingly analyze and
personalize their mobile appearance
• Users become accustomed to tailored offerings
• Stay competitive in this fast-paced environment!
What are the challenges for online shops that arise from
advancing mobile technology?
*http://de.statista.com/infografik/3059/anteil-der-mobilen-ecomme
rce-transaktionen/

4. Tictail’s in-app messaging solution –
How messaging creates a unique customer experience
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Thousands of stores sell via online
marketplaces in a similar fashion:
• Online and mobile channels to offer own
products and 3rd party merchandise
• Boutique-style browsing, filtering and
custom UX design
• BUT no equivalent to asking an in-store
clerk an immediate question
Regular Online Shop Tictail’s Messaging
Use MDKs context messaging infrastructure
to differentiate your service
In-app instant messaging solution, directly
connection customer and store:
• Real-time customer service with
integrated picture/content sharing
• Location/behavior-dependent
coupons/notifications to entice purchases
• Customer-engagement possibility with an
immediate impact

5. Location Features
Emphasis on geolocation services
to allow for geofencing – dependent
coupons & more.
Introducing MDK: a white label messaging infrastructure
for messaging & context rich applications.
Highly scalable infrastructure
Capable of absorbing any growth
needs and designed to seamlessly
integrate with third party services.
Safety & Encryption
All customer communication and
data is encrypted and hosted using
industry security standards.
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Messaging
Send text, audio, picture and video
messages to single shoppers or
groups of customers.
User Profiles
Provide complete user profiles, with
customisable transaction history and
3rd party social media integration.
Content & Data Storage
Securly upload & send content within
the MDK infrastructure or store it for a
later purchase.

6. Use Case: Mobile customer service –
Real-time engaged users to increase your sales
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In-app & In-store
Live Customer Service
Payment & Content
 All interaction remains within the application, captivating the user
 No order numbers required, one continuous interaction flow
 A holistic experience in the shopper’s familiar design environment
 User instantly reach out to a customer representative via messaging
 Personal request handling boosts retention rates significantly
 Incentivize the customer on the spot with special coupons
 With MDK you can handle safely encrypted transactions in the app
 Share & store product pictures, files & more during the chat
 Use biometric information to protect your account information

7. Use Case: Context analysis technology–
Analyze, understand, target, convert, repeat
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Analysis Dimensions
User demographics
Purchase Location
Transaction types
Return behavior
Device features
 Track location, browser & device details each visit
 Load MAC-ID details and historic information
 Analyze browsing behavior & adapt content
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Pre-Purchase
Mid-Purchase
 Individual pricing according for each user profile
 Session duration & click behavior captured
 Increase conversion through live-discounts
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Post-Purchase
 In-app newsletters for personalized marketing 2.0
 Push coupons to prior customers in store-proximity
 Derive return patterns from the combined data
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8. MDKs feature set is to provide opportunities to build
messaging platforms and allow third party integration.
Messaging
Send text, audio, picture and video
messages to single contacts or groups.
User Profiles
Provide complete user profiles,
including customisable themes and
third party social media integration.
Location Services
Share specific location data and geo-
tag messages by activating the
location services functionality.
Content & Data Storage
Securley upload, store & send content
within the MDK infrastructure or
through third party services.
Authentification & Verification
Secured user authentication via
validated phone numbers or social
media profiles.
Notifications
Push notifications for messages and
events to specific contacts or groups.
VOIP
Transmit voice data and set up
mailboxes for missed calls.
Third Party Services
Integrate third party content platforms,
such as YouTube and allow sharing of
internal data to outside web properties.
Events
Create and manage events for private
and public audiences.
Polls & Reminders
Allow the creation, sharing and
exporting of context based polls and
reminders.
Streaming & Conferencing
Stream video and voice live to follower
audiences or within a private and
secure environment.
Location Search & Discovery
Implement any number of location
based search and discovery features.
Payments
Send and receive money through third
party payment wallets, such as Google
Wallet or PayPal.
Content Platforms
Build a content platform and
marketplace, to allow the exchange of
user generated content.
Voice Recognition
Transform audio into text.
Follower Chats
Enhanced administrative capabilities
for VIPs, themes and events.
Analytics
Advanced user administration and
analytic capabilities.
Translation Services
Enhance your communication
capabilities with translation from
services such as Google Translate.
CoreFeaturesLogisticsFeaturesExtendedFeatures
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9. The MDK architecture – Providing a full stack mobile
environment solution.
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2. MESSAGING BACKEND
Highly available server cluster
3. SERVER INFRASTRUCTURE
Lightweight communication
protocol based on MQTT
1. MESSAGING PROTOCOL
Client integration via APIs
and cross platform SDKs
4. CLIENT INTEGRATION
Highly scalable messaging
application server
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10. MultiChannelMessaging
The MDK architecture is flexible and designed to
integrate third-party sources and content providers.
MDK Services
Database Options
Contacts
Third-Party Services & Content
Providers
Cloud based On-premise
Push
Notifications
Messaging
Profiles
Location
features
...
Analytics Administrative Services
MQTT / HTTP API
MQTT/HTTPAPI
Online Shops
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11. US Office
101 West Broadway, Suite 110,
9101 San Diego, California, USA
German Office
Borsigstraße 9
10115 Berlin, Germany
MDK Labs GmbH
Kilian Thalhammer
Email: kilian.thalhammer@mdk.io
Phone: +49 160 47 84995
Russian Office
Sheremetyevskaya 6 bld. 1
129594 Moscow, Russia
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