Turning Insight into Action<br />Real-time Interaction Management for Online Self  Service<br />
Background<br />In today’s real-time culture the web is one of the main interaction channels between companies and custome...
Real-time, Adaptive Self Service<br />As online self service grows wider with advanced web and mobile options various chal...
ActiveInsight<br />ActiveInsight provides real-time interaction and customer experience management for online self service...
Real-time Segmentation based on Digital Body Language<br />Forms<br />Onlinebehavior<br />OnlineInteractions<br />External...
Adaptive Content
Automated Special Offers
Back-end Feeds
Real-time Visibility</li></ul>Resolution or Failure<br />Geo<br />
Business Benefits<br /><ul><li>Real-time, actionable visibility to customer intent and behavior.
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Active insight real time interaction mgmt for online self service

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ActiveInsight provides real-time campaign and customer experience management that optimizes the online self service channel

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Active insight real time interaction mgmt for online self service

  1. 1. Turning Insight into Action<br />Real-time Interaction Management for Online Self Service<br />
  2. 2. Background<br />In today’s real-time culture the web is one of the main interaction channels between companies and customers.<br />Telco’s, Banks and Insurance companies are utilizing online self service applications that complement the contact center as a major customer interaction channel.<br />Online self service has always conveyed a promise for improved service efficiency, cost reduction and potential sales opportunities. <br />
  3. 3. Real-time, Adaptive Self Service<br />As online self service grows wider with advanced web and mobile options various challenges and opportunities arise.<br />Adapting to customer intent, behavior and potential in real-time is a key element in optimizing the online channel and providing a personal touch.<br />If a self service portal could adapt in real-time to customers intent, current behavior and CRM/Social profile it would: <br />React to up-sell and cross-sell opportunities with relevant special offers and increase sales efficiency.<br />Provide improved service and customer retention.<br />Reduce the number of incoming calls and reduce costs.<br />
  4. 4. ActiveInsight<br />ActiveInsight provides real-time interaction and customer experience management for online self service . We offer:<br />Real-timemicro segmentation based on online customer intent and digital body language.<br />Real-time correlation with existing data stores, CRM systems, contact center systems and social networks.<br />An adaptive online experience, serving targeted content, special offers and promotions to specific customers.<br />Real-time actionable insights fed to back end contact center systems.<br />Quick, non-intrusive deployment.<br />
  5. 5. Real-time Segmentation based on Digital Body Language<br />Forms<br />Onlinebehavior<br />OnlineInteractions<br />External Data Sources<br />Requested Service/Info<br />Customer Intent<br />Email<br />Online Process<br />Up-sell &<br />Cross-sell Opportunities<br />correlation<br /><ul><li>Real-time Analytics
  6. 6. Adaptive Content
  7. 7. Automated Special Offers
  8. 8. Back-end Feeds
  9. 9. Real-time Visibility</li></ul>Resolution or Failure<br />Geo<br />
  10. 10. Business Benefits<br /><ul><li>Real-time, actionable visibility to customer intent and behavior.
  11. 11. Improved customer satisfaction.
  12. 12. Lower contact center costs.
  13. 13. Real-time detection of sales opportunities.
  14. 14. Improved sales effectiveness.
  15. 15. An effective personal touch in every online interaction.</li></ul>“With ActiveInsight, you will present the right message to the right person at the right time”<br />
  16. 16. Basic Use Cases - Financial<br />Up-sell/Cross-sell- Identify customer interest in additional products and services :<br /><ul><li>Detect customers that check their current investment status > are they interested in an updated investment plan ?
  17. 17. Can you offer additional services: Savings plans, investment plans …</li></ul>Customer retention - React to potential customer desertion<br /><ul><li>Customer checks savings withdrawal amount > Is he in financial trouble? Does he need a loan ?
  18. 18. Customer produces specific financial reports > Is he/she undergoing some kind of financial planning? Are they on their way out?</li></ul>Hook new customers <br /><ul><li>Contact anonymous surfers, showing high potential behavior, using dynamic content</li></ul>Improve transaction completion rates<br /><ul><li>Identify problem and offer immediate assistance to stop revenue loss
  19. 19. Customer fails buying stock
  20. 20. Customer Fails in a money transfer or a foreign exchange transaction</li></li></ul><li>Basic Use Cases - Telecom<br />Up-sell/Cross-sell- Identify customer interest in additional products and services :<br /><ul><li>Customer browses new phone models - offer coupons, tie to content package
  21. 21. Customer checks additional service plans and opt-in options – offer focused packages
  22. 22. Customer downloads themes, ringtones, etc – offer related content</li></ul>Customer retention - React to potential customer desertion<br /><ul><li>Customer checks his monthly balance too often > Is he comparing prices
  23. 23. Customer checks license agreement</li></ul>Improve service consumption rates and self-service<br /><ul><li>Customer fails to configure account for international usage > offer immediate assistance to stop revenue loss
  24. 24. Pre-paid customer fails buying air-time
  25. 25. Customer fails downloading themes, ringtones, movie-clips</li></ul>Hook new customers <br /><ul><li>Contact anonymous surfers, showing high potential behavior: “Click here to get the new mobile with a free web package”</li></li></ul><li>Thank you<br />Contact us ><br />http://www.ActiveInsightsaas.com<br />info@ActiveInsightsaas.com<br />
  26. 26. Some of our customers…<br />* Initial Sales began on Q1-2011<br />

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