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TapTarget Messenger: mobile customer service in your app

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TapTarget is a mobile platform for customer engagement and customer service. TapTarget Messenger is the customer service module, which can easily be integrated into your own mobile app. Provide personalized and contextual customer service in your mobile app using chat, voice and call-back.

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TapTarget Messenger: mobile customer service in your app

  1. 1. TapTarget Messenger: Mobile customer service V1.2 18/08/2014
  2. 2. 2 About Taptarget TapTarget is a mobile customer engagement & customer service platform. Mobile marketing automation Mobile customer service More info ? Visit www.taptarget.com
  3. 3. MESSENGER IN APP TapTarget Messenger is TapTarget’s messaging component, designed for personalized mobile customer engagement and customer service
  4. 4. 4 Push in-app messages For native apps and web apps Send personalized in-app messages based on user activity, location and context
  5. 5. 5 Smart contact button Easily integrate a smart contact button in your app On product detail screens, in menu’s, in navigation bar...
  6. 6. 6 Messenger: chat features Messenger module integrates with any app (native & web apps) Allows app users to ask questions, contact sales or support... Live chat and asynchronous messaging supported
  7. 7. 7 Messenger: call features User can choose between chat & call Call features include “call now”, call-back, visual IVR and live waiting times Integrates with your Vocalcom contact center software
  8. 8. 8 Messenger: visual IVR User can select a topic before starting a chat or call conversation. The visual IVR defines the routing of the chat or call message.
  9. 9. 9 Messenger: select an available agent User can select one of the available agents. For each agent the available communication channels are shown.
  10. 10. BACKEND
  11. 11. 11 View app users, filtered by lead score, activity...
  12. 12. 12 Send personal messages to app users
  13. 13. 13 Answer incoming messages
  14. 14. 14 Answer users based on their profile & context
  15. 15. 15 Configure the Messenger in the app
  16. 16. INTEGRATION TapTarget Messenger integrates with your contact center
  17. 17. 17 Provide 360° view of caller to your agents Real-time feedback on waiting times etc. User context, location, interests 360° view on caller Omni-channel apps
  18. 18. 18 Dynamic call & chat routing based on user context, location and current topic Questions? Call now ! and talk about this model John is looking for a new car. He uses the app to discover models, look at prices and view technical specs. He discovers a model that he likes, but he has a few questions. He clicks the smart “Call now” button. John is instantly connected to the contact center, to an operator specialized in this specific model. No IVR ! John’s call is automatically routed to the right operator, based on his topic (the car model he is viewing), John’s context is transferred to the contact center : language, location, page, choice, ….
  19. 19. 19 Vocalcom integration When a call or chat is initiated with the Smart Call Button, a dashboard is automatically displayed for the best skilled operator, with the full user profile. The agent has full access to the customer information: • Current topic the caller is looking at in the app or on the website • Current location of user • User top interests • Full user profile and user context (activity, location…) • The product or pages that customer has been looking for • All customer interactions with the contact center • CRM data from your CRM system
  20. 20. 20 Contact us Europe (HQ) Grauwpoort 1 B-9000 Gent Belgium info@tapcrowd.com +32 9 298 01 92 Brazil Av. Chucri Zaidan 1550 CJ 905 Sao Paulo Brazil contato@tapcrowd.com +55 11 3588 0400 Turkey İnşirah Sk 25, Beşiktaş, 34342 Bebek Mh. Istanbul temas@tapcrowd.com

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