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Building apps 10x faster w Whispir
- 1. Building Apps 10x Faster Brant Williams -VP Americas – Whispir.com Jordan Walsh – Product Manager – Whispir.io
- 2. Agenda • What is ‘building faster’? • How can Whispir help? • Twilio +Whispir
- 3. What is building faster? Twilio SIGNAL - 2016 3 Hustler Hacker Hipster Building scalable apps quickly means Increased ROI Use existing tools to solve problems that have already been solved so you can focus on your app Prototype and iterate fast so you can create memorable experiences http://www.hipsters-hackers-hustlers.com/
- 4. Memorable Experiences Twilio SIGNAL - 2016 4
- 5. Memorable Experiences Twilio SIGNAL - 2016 5
- 6. Building memorable experiences will: - reduce costs - create new revenue - drive engagement
- 7. Customer Communications Twilio SIGNAL - 2016 • 6ft of snow dumped on Boston Airport overnight • Over 200 flights cancelled • Thousands of travelers impacted and wanting to access insurance to get accommodation and reschedule flights Boston Airport Closure – Jan 2016 7
- 8. Creating memorable experiences Twilio SIGNAL - 2016 8 ￨ Proactive communications reduce the need for customers to call in.
- 9. 9 Creating memorable experiences Twilio SIGNAL - 2016 ￨ Proactive communications reduce the need for customers to call in.
- 10. 10 ￨ Proactive communications reduce the need for customers to call in. Creating memorable experiences Twilio SIGNAL - 2016 What insurance company does this?
- 11. 11 Creating memorable experiences Twilio SIGNAL - 2016 ￨ Provide a rich and interactive user experience using mobile web
- 12. 12 Creating memorable experiences Twilio SIGNAL - 2016 ￨ Anticipating customers needs to create the memory of an excellent experience.
- 13. Reduce costs and create new revenue streams Twilio SIGNAL - 2016 13 ￨ Automated SMS = Reduced cost ￨ Hotel recommendations = Reduced cost ￨ Affiliate agreements = New revenue streams ￨ Customer experience = Go viral! So how doesWhispir help?
- 15. TheWhispir Platform The platform that helps inspire action from communications.
- 16. Build faster by using existing building blocks SIGNAL - 2016 16 ￨ Users and Apps can connect directly toWhispir ￨ Whispir sits on top ofTwilio enhancing functionality ￨ Whispir invokesTwilio’s communications capabilities ￨ Status and Responses are returned via Whispir to the User or App
- 17. Wish list (hustler, hacker, hipster) Twilio SIGNAL - 2016 17 ￨ I want to be able to rapidly prototype and take services to market faster so that I can learn and improve ￨ I want more flexibility to manage application components in the cloud ￨ I want a flexible interface that allows me to craft and design communications that can be distributed around the world ￨ I want it to be at the right price, Lets take a look at Whispir… and I want it today!
- 18. Easier than you thought?
- 19. Twilio +Whispir Twilio SIGNAL - 2016 19 Rapid Prototypes for Increased ROICloud based application components Rich drag and drop interface to create magical experiences
- 20. Want to know more? Twilio SIGNAL - 2016 20 @jordwalsh jordanwalsh23 jwalsh@whispir.com @brantwilliams brant@whispir.com
Editor's Notes
- I’m going to guess that everyone in this room fits into one of these three camps. Either you’re already building something, you’ve got something built and you want to change it, or you’re just seeing what tools are out there to make your stuff better. But in any of these cases, your goal is to be successful. We believe that in order to be successful, you need to a few things well. The first of which is to create an experience for your user that is memorable.
- Every time you’ve received an email from your Bank, an SMS advising you of a train delay, or a promotional offer from your favorite clothing store. Each of these communications creates a memorable event for you in your interaction with that business.
- Some of these interactions are good, some not so good, and some are terrible, and are cancelled just hours after being launched. The power of social media has meant that a poor customer interaction can be broadcast around the world in seconds.
- When the northern US experienced their recent 'polar vortex' where a few meters of snow was dumped on Boston airport within a few hours, thousands of people were impacted. Over 200 flights were cancelled, so naturally, the people impacted immediately wanted access to their travel insurance. From the insurance companies perspective, the margin on these travel insurance policies is so small, that if the customer has called the call center, the insurance company is already losing money on that policy. So it’s extremely important for them to get on the front foot with their communications. So as soon as the airport being closed is announced, a message goes out from the insurance company to all policy holders that are affected:
- We note that you have been affected by the recent storm in Boston. Please click this link to review your policy and entitlements. Ok, click the link.
- We note that you have been affected by the recent storm in Boston. We can see that your policy entitles you to an immediate emergency fund, please press this button to confirm the transfer. Alternatively, review your policy which is attached to this message. Click, and the funds are transferred in the next 30 minutes.
- Wow.. what insurance company does this?
- As the policy also includes a hotel for the night, the insurance company presents the available options to the customer for priority selection. Given that the customer is likely to be quite stressed out, they can remove some of this stress by providing the option to choose a hotel, whilst maintaining control over the selection by the customer
- Thanks for your hotel selection, lastly, we've detected your current location. Would you like a car to come and pick you up at a discounted rate? This anticipation of customer's needs creates an amazing experience for the customer, but it also does some interesting things for the insurance company...
- And here's really important part. By communicating like this, the insurance company is actually coming out on top: An automated outbound message to the customer costs a few cents, where a call to the call centre requires payment of staff, building costs, etc. Any time a human is involved, the cost is going to skyrocket so by limiting the usage of the call centre, there are immediate cost savings. And the ability to pivot into a Rich Message to provide a more interactive and engaging experience is something the customer will remember and associate with your brand. Then by using this to show the customer some hotel options, it ensures that the hotel selection is on the insurance companies terms. As most people will think ‘well if the insurance is paying for it i’ll just take the presidential suite thanks!’ The company is also introducing new revenue streams through this method. They are getting kickbacks from the supplied hotels, and from the car companies for promoting their business, and lastly, The customer experience is far above that of the competition. Any person who experiences this will want to recommend this to their friends, colleagues, and with a few posts on social media, the company brand is left shining.
- Our process is to uncover the customer goals, and ultimately create solutions that change the way they engage with their world, and we do this using our SaaS based solution, the Whispir Platform. The Whispir Platform is a web based platform that helps customers quickly craft new communications across a range of channels, and then weave in existing business processes and data to create new services that are engaging and create value.
- Every time you’ve received an email from your Bank, an SMS advising you of a train delay, or a promotional offer from your favorite clothing store. Each of these communications creates a memorable event for you in your interaction with that business.
- If you’ve already built communications into your application, it’s possible that some of these will feel familiar: As the developer, are you determining the message channel that should be used, or are you allowing the recipient to choose? Are you storing information about your recipients in your code? What about your message content, is that in the codebase? Most of us are probably familiar with MVC, separation of responsibilities etc.. Well in my world bundling content and recipient information into the code is a violation of this. In the event that marketing want to change some of the content of your message, this requires a code change and deployment. This is just not an ideal design. However, these are common examples of what we see when we go and speak to customers. The closest thing that I can equate this to is building a website without a Content Management System. It’ll work for a little while, then you try to expand and you’ll start to struggle. To help illustrate this point, I’m going to show you a customer satisfaction survey built in Twilio and Nexmo using SMS, then the same thing in Whispir. Then demonstrate how easy it is to take it to the next level.