How to integrate instant messaging channels into your omni-channel approach?

1. reach your customer where they are
INSTANT MESSAGING

2. Instant Messaging (IM) is a real-
time messaging service available
via mobile applications such as
WhatsApp and Messenger.
The service is accessible
everywhere you have a mobile
with an internet connection.
Direct 1-to 1 conversation
which enables private
interaction between the
brand and its customer.
WHAT IS INSTANT
MESSAGING
REAL TIME EVERYWHEREINTERACTION

3. WHO ARE USING IT * April 2016
** October 2015
0
200
400
600
800
1000
Global active users per month*
( x millions)
18-35 36-50 +50
42 % 40 % 7 %
40 % 32 % 27 %
86 % 10 % 3 %
Age distribution of users**
Source: statista.com

4. WHY DOES YOUR
CUSTOMER WANT IT CONVENIENT
Your customer uses IM daily and
request for easy service in their
preferred timing.
PERSONAL
The tone of voice is informal and your
customer prefer this friendly
approach.
EFFICIENT
Your customer will receive one-stop-
shop experience with possible API tool
integration in digital infrastructure.
PRIVACY
IM creates an 1-to-1 conversation
between your customer and your
brand.

5. WHY DOES YOUR
BRAND NEED IT OMNI-CHANNEL
Customer loyalty will increase by
providing service on all touchpoints
in the customer journey.
CUSTOMER SATISFACTION
The customer satisfaction on IM is
significantly higher.
CALL DEFLECTION
Service traffic will be diverted from time
consuming channels towards cost
efficient channels.
INCREASE REVENUE
Loyal and satisfied customers account
for higher income where cost
efficiency accounts for lower costs.

6. SUCCES STORY
TRANSAVIA
“The corporation with BlueLink
during the implementation of
WhatsApp could be described as a
real team effort. The adaptation to
this new medium was done without
any hesitation by the webcare
agents. The feedback loop was an
important tool to measure the
success of WhatsApp for our
passengers. BlueLink is a strong
partner; they monitored and gave
constructive feedback to improve
the tool and overall workflow.”
Jerry Downing
Webcare manager Transavia
Transavia:
20.000
conversations
per month
Net
Promotor
score
61
Customer
Satisfaction:
4,7/5
Customer
Effort Score:
4,3/5
Gratitude
index:
70%

7. IM PARTNERS
WHAT DOES BLUELINK
PROVIDE OMNI-CHANNEL & CRM
20 years experience creating CRM
strategies on 10 different channels for
15 partners.
LANGUAGE SKILLS
Strategically placed centers all over
the world for providing quality service in
33 languages.
COST EFFICIENCY
By optimizing operational excellence,
together we will create more cost
efficient operations.
DEVELOPMENT
Our dedicated department will work
closely with you to review the market
for innovative developments.

8. CREATE YOUR OFFER
TOGETHER WITH
BLUELINK
For more information: Joris van der Spek [Jvanderspek@bluelinkservices.fr]