In today’s world, social and mobile platforms have become a lifestyle. Smart companies know that customers will connect with them on smartphones before work, from computers during the day and from tablets in the evening. Offering customised mobile applications and support on social networking sites gives them a competitive advantage. Case Studies: Moonpig, TSB, National Rail Enquiries, Lloyds Bank, Autodesk, Verizon

1. Creating a Mobile & Social Experience
for Your Customer’s Lifestyle
Offer mobile & social support for increased engagement
Presented by Chris Ezekiel @chrisezekiel

2. Just a little about Creative Virtual
• WHO WE ARE: Creative Virtual is a leader in self-service customer experience
solutions for over 10 years.
• WHAT WE DO: Our technology helps optimise the customer support, sales,
marketing and call centre teams to reduce costs, increase online sales, and achieve
operational excellence across mobile, web and social media channels
• WHO WORKS WITH US: Organisations like HSBC, Citibank, Autodesk, Verizon,
Commercial Bank of Dubai, National Rail Enquires, RSPCA, Tesco Mobile, JP
Morgan Chase, and Lloyds Banking Group rely on our technology.
• WHERE TO FIND US: We have offices in the UK, USA, Netherlands, Australia, India
and Singapore. You can find us online at www.creativevirtual.com and follow us on
Twitter @creativevirtual.

3. Show of Hands

4. Change in Lifestyle = Change in Channels
Source: The Autonomous Customer, 2013

5. Age is Not a Factor
Use of smartphones &
social networking sites is on
the rise across all customer
age groups.

6. Growing Customer Expectations
Source: Gartner, 2014
Customer expectations continue to increase as they
continue to be empowered by new technologies.

7. Companies Know It’s Critical
Source: The ‘Normalization’ of Social Customer Care, 2014
Yet 60% of companies are not formally supporting
social customer care!

8. Where do I start?
1. Get to know the mobile &
social customer
2. Create consistency across
channels
3. Offer a convenient customer
experience

9. Get to know the
mobile & social
customer

10. There will be seven billion smartphones
in everybody’s hands in the next five
years. Now, everybody is a digital
customer, so doing things digitally is no
longer a niche play. Doing things digitally
is how the entire world communicates.
- Angela Ahrendts, CEO, Burberry
Source: The Business of Fashion, 2013
The Entire World is Digital Now

11. The Mobile Customer
Source: Predicts 2014: Customer Support and the Engaged Enterprise, Gartner, 2013
Today nearly 40% of Internet
time is spent using a mobile
device.
By 2015, at least 60% of the
Internet users will opt for mobile
customer service applications as
their first option.

12. The Mobile Customer
Source: Mobile Path to Purchase: 5 Key Findings, Google, 2013

13. The Mobile Customer
Source: Mobile Path to Purchase: 5 Key Findings, Google, 2013

14. The Social Customer
Today 72% of all Internet users
are active on social media.1
71% of consumers that receive a
quick brand response on social
media are likely to recommend
that brand to others.2
Sources: 1: Search Engine Journal, 2013
2: CeBIT, 2014

15. The Social Customer
Source: The Autonomous Customer, 2013

16. The Social Customer
Source: The ‘Normalization’ of Social Customer Care, 2014

17. Create consistency
across channels

18. Every contact we have with a
customer influences whether or
not they’ll come back. We have
to be great every time or we’ll
lose them.
- Kevin Stirtz, Digital Marketing Expert
Source: Forbes, 2014
Every Contact Matters

19. Gartner’s Ensemble Interactions

20. Bring Content Together

21. Knowledge Management is Key
Eliminate departmental & information silos
Manage all content from one platform
Easily identify gaps in information
Create customer-specific conversations for
virtual & live agents
Deliver consistent messages across
channels

22. Offer a convenient
customer experience

23. Intelligent Virtual Assistants
 Be where your customers are, including mobile
& social channels
 Deploy accurate & consistent answers across all
channels
 Flexible integration for seamless experience
across channels
 Always on & available 24/7
 Engage with thousands of customers
simultaneously

24. Live Demo
V-Person in Action:
National Rail Enquiries
Mobile Banking

25. Moonpig & TSB
Mobile Support with HTML5 Templates

26. National Rail Enquiries
Integration with Facebook page

27. Lloyds Bank
Link to Virtual Assistant on Twitter

28. Autodesk
Troubleshoot on Twitter

29. Verizon
Integration with Community Forum

30. Three Key Takeaways
Get to know your customers’ lifestyle so you can
be where they are
Use a knowledge management tool to create
consistency across channels
Create convenience by giving
access to support & information
when & where customers want it

31. Looking to the Future
Mobile & Social continue to grow,
becoming essential channels for
customer communication
Organisations become more widely
hyper-connected
Cross channel interactions/awareness
Virtual Agents live online and offline (think kiosks and
holograms)

32. Get in Touch With Me
By email:
chris@creativevirtual.com
On Twitter:
@chrisezekiel
On the web:
www.creativevirtual.com