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Generic Bamboo Cricket Ppt 20081127 2

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Powerpoint of Bamboo Crickets Services

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Generic Bamboo Cricket Ppt 20081127 2

  1. 1. Inbound Email Processing and Live Chat Solution for
  2. 2. Our Company <ul><ul><li>Bamboo Cricket was formed in April 2006 with a mission to address online customer service utilizing email and chat. </li></ul></ul><ul><ul><li>In the first phase of development we focused on inbound email processing through customer communications from both inbound email and responses to outbound campaigns. </li></ul></ul><ul><ul><li>In Q3 2007 we deployed our integrated chat functionality with our knowledge based system. </li></ul></ul><ul><ul><li>We currently have 500 customers in the US and UK including such companies as MGM Hotels, Penton Media, Manchester United, Celtic Soccer Club and Directline . </li></ul></ul>
  3. 3. Online Customer Support Market <ul><ul><li>Has evolved over the last 3-4 years </li></ul></ul><ul><ul><li>In a recent study 45% of US companies do not respond to inbound email </li></ul></ul><ul><ul><li>More than 33% of online retailers this year will add some degree of Online Customer Service to their website </li></ul></ul><ul><ul><li>More than 20% of retail sales will be online by 2010 </li></ul></ul>
  4. 4. Our Core Strengths <ul><li>Structured processes </li></ul><ul><ul><li>Customized reply knowledge base developed in concert with the client allows our system to efficiently manage all of the inbound emails and chat sessions, recommending the most appropriate response. </li></ul></ul><ul><li>Powerful technology </li></ul><ul><ul><li>Sophisticated Bayesian Algorithms enhance the applications ability to efficiently categorize all inbound emails and chat tickets, and then process the actions necessary. Tags are automatically attached to emails requiring human intervention. </li></ul></ul><ul><li>Well trained staff (Full Service) </li></ul><ul><ul><li>A dedicated response team can handle chat sessions immediately, and process manual email requests according to your customized inbound handling specifications within 12 hours or faster where necessary. </li></ul></ul>
  5. 5. Our Inbound Email Handling <ul><li>We are a complement to your service offering and add value to your clients </li></ul><ul><ul><li>Identify change of email address from replies and from auto-responder messages </li></ul></ul><ul><ul><li>Handle Challenge Response emails </li></ul></ul><ul><ul><li>Analyze and handle customer service replies and requests for additional information </li></ul></ul><ul><ul><li>Process additional opt-outs from replies </li></ul></ul><ul><ul><li>Plus, we can extend your service offering with our live chat services </li></ul></ul>
  6. 6. How we add value and complement your services <ul><li>Reply handling services preserve ability to communicate with existing or new email addresses. </li></ul><ul><li>Our system identifies and streamlines handling of customer service requests and identify possible workflow or processing issues. </li></ul>Bamboo Cricket publishing client – 20 month study
  7. 7. How we add value and how your clients benefit <ul><li>Your clients retain contacts and do not have to re-invest in re-acquiring prospects and customers </li></ul><ul><li>And, your clients will generate loyalty and sales from timely handling of customer service and rate/pricing requests </li></ul>Based on 6.6% preserved contacts 132.00 1,650.00 6,600.00
  8. 8. Solution Workflow
  9. 10. Setup Process
  10. 11. Bamboo Cricket Setup (Full-Serve)
  11. 12. Bamboo Cricket (Self-Serve)
  12. 13. Our Technology
  13. 14. Agile Development Methodology A well defined development cycle. Release is implemented each month, allowing for flexibility to implement current market needs quickly.
  14. 15. <ul><li>Provides our trained inbound handling team with a detailed process document that strictly outlines necessary actions to be taken when an inbound email is received. </li></ul>Customized Reply Matrix
  15. 16. Powerful Technology - Folders Predefined filters determined by a detailed reply matrix categorize inbound emails to ensure they are directed to the correct processing folder. Once the automated process is complete, a manual review can be initiated to handle any actions necessary by a member of your team.
  16. 17. Powerful Technology - Rules Powerful and fully customizable rule sets allow you to sort email by any text found in any part of a message, Perform critical actions automatically, allowing you to maximize automation and minimize the manual efforts needed to process inbound email.
  17. 18. Powerful Technology - Templates Totally customizable reply templates ensure consistent brand recognition. Increase customer satisfaction by improved response time.
  18. 19. Powerful Technology - Reports Concise management reports provide a clear snapshot of the types of inbound emails being processed. Reports can be viewed in real time or monthly in a detailed summary basis. Also available through our API.
  19. 20. Powerful Technology - Live Chat Live “Chat” links can be posted on various avenues such as, Web pages or embedded within an email.
  20. 21. Powerful Technology - Live Chat Allow clients to connect with customer support representatives via Live Chat directly from an email or company website. Improve overall online experience by providing a live customer service representative.
  21. 22. Powerful Technology - Live Chat End of chat session survey allows customers to tell you how they feel about your customer service. Your management team can review survey results and improve customer service based on your customers’ comments.
  22. 23. Powerful Technology - Reports Concise management reports provide a clear snapshot of the types of chat sessions being processed. Reports can be viewed in real time or monthly in a detailed summary basis.
  23. 24. More Specifics on Email
  24. 25. Improved opt-out processing In a recent test 30 to 40% of the unsubscribe requests were captured outside the normal ESP process. These would be left unattended if not processed by Bamboo Cricket.
  25. 26. Challenge Response Increase the number of emails being successfully delivered into an inbox by responding to challenge response requests. Improve the value of your mailing lists.
  26. 27. Challenge Response Results <ul><li>Using the Bamboo Cricket solution to process Challenge Response resulted in: </li></ul><ul><ul><li>84.5% subscriber retention rate </li></ul></ul><ul><ul><li>7.6% increase in clicks </li></ul></ul><ul><ul><li>16.3% increase in link opening </li></ul></ul><ul><ul><li>54% reduction in unsubscribe requests </li></ul></ul>
  27. 28. <ul><li>Our solution will provide the first layer of inbound email and chat support for email campaigns or web communication. </li></ul><ul><li>The application can be provided as an ASP hosted solution, full service or a hybrid mixture. </li></ul><ul><li>BC can provide the application for your account managers supported by a full service team from BC. </li></ul><ul><li>BC staff can hand off direct to the customer when necessary to support a client. </li></ul>Benefits to your business
  28. 29. http://www.bamboocricket.com

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