SoundBite presentation from NECCF Expo

1. Aligning Your Contact Center With
Consumer Communication Preferences
Alan Berrey
VP, Emerging Solutions
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2. Agenda
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• Principles of Communication
• Mobile Industry Statistics and Trends
• A bit about SoundBite Communications
• Align with Consumer Preferences
• Contact Center Text Messaging
• Summary
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Principles of Effective Communication
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3. Elements of Communication
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There are six
essential elements of
all communication:
1. Message
2. Sender
3. Receiver
4. Encoding
5. Decoding
6. Channel
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Wiio’s Laws of Communication
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Communication is difficult:
1. If communication can fail, it will.
2. If a message can be understood
in different ways, it will be
understood in just that way
which does the most harm.
3. There is always somebody who
knows better than you what you
meant by your message.
Professor Osmo A. Wiio
Finnish Educator
4. The more communication there
is, the more difficult it is for
communication to succeed.
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4. Mobile Industry Statistics and Trends
Paradigm Shift: Towards Mobile Communications
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Telephones Text Messages
(millions) (billions per month)
300 150
200 100
100 50
‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 ‘09
Landlines Mobile Numbers Text Messages
Source: CTIA and FCC
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5. Transition from Landline to Mobile
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SoundBite has experienced a
strong transition
from landlines to mobile phones.
75%
78%
68%
63%
50% 54%
46%
37%
25% 32%
22%
0%
2006 2007 2008 2009
Landlines Mobile Based upon actual contact data from
SoundBite Communications.
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Universities Embrace Text
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• Students at Georgia State are
encouraged to text their
questions to the professor
during class.
• Questions scroll on a large
screen projector.
• Caroline Tagg received her
PhD in Text Messaging from
University of Birmingham in
2009.
• Texters use the informality of
speech communications in a
written format.
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6. Children own phones, not books
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• Survey of 17,000 children
May 26, 2010 ages seven to 16
• 85.5% own a mobile
phone
• 72.6% own a book
• Even among the
youngest, 7-11, 79% had
mobiles and 73% had
Children 'more likely to own a books
mobile phone than a book'
Sources:
Article: Telegraph, 26 May 2010
Image: Ian Jones
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Company Overview
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7. Introduction to SoundBite Communications
Proactive Customer
Communications Market Leader
• Intelligent platform enables clients to Company Facts
design, execute, measure and optimize • Founded: 2000
customer communications
• Headquarters: Bedford, MA
• Multi-channel: voice, text, email
• NASDAQ Ticker: SDBT
• Software-as-a-Service (SaaS)
• 2009 Revenue: $40.2M
• Solutions span clients’ customer lifecycle
• 2009 Messages: ~2B
Over 200 clients
• ~50 Fortune 500 B2C companies
Strong financial position
• $36M cash
• No debt
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Key Strengths
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Clients and Innovation Expertise Technology Financial
Market Position
• Proactive • Free-to-end-user • ~2B messages • Flexible, on- • Publicly traded
Customer text messaging annually demand platform (NASDAQ: SDBT)
Communications
(PCC) Market • Preference • 10 Years providing • Extensive patent • $40M+ TTM
leader Management PCC portfolio revenue
Solution establishes SDBT
• 200+clients, • ~200 R&D man • Intelligent, as a market
including ~50 • Contact Center years interactive, leader
Fortune 500 B2Cs Text Messaging multi-channel
Solution • Domain expertise: communications • Strong cash
• Valued set of verticals, channels, position
business partners • Multi-channel and customer • SAS70 Type II &
blending and lifecycle PCI Level 1 • No debt
• Emerging global escalation applications compliant
position
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8. SoundBite Users
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Financial Telecom Energy Collection
Services & Media Retail & Utilities Agencies
7 of the top 10 7 of the top 10 5 of the top 20 12 of the top 20 ~90 collections
global issuing U.S. telecom & U.S. retailers U.S. utility firms
banks media providers providers
More than 200 clients actively use
SoundBite’s Proactive Customer Communications offering
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SoundBite Partners
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Our business partners help satisfy the
growing demand for SoundBite’s
Proactive Customer Communications offering
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9. Aligning with Consumer Preferences
Paradigm #1: Communicate Proactively
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Reactive Proactive Communications
Communications
“Interactive multichannel communications provide several
benefits… to build strong customer relationships while also
reducing costs.”
Source: “Proactive Outbound Notification Saves
Money”, Forrester Research, January 2009
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10. Paradigm #1: Breaking Through the Noise
direct mail
text messaging
email
social media
voice
To get desired results, communications
must be proactive and...
Relevant Personal Timely Engaging
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Paradigm #2: Obtain Preferences
• Text me payment
reminders
• I opt-in to receive marketing calls on
my mobile phone • I prefer monthly
e-Mail statements
• e-Mail my loyalty balances to me
Knew the stated preferences of all your customers
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11. Paradigm #2: Stated and Observed Preferences
Stated Preferences: Observed
• I opt-in to receive marketing calls Behavior:
on my mobile phone • Sue is most responsive
• e-Mail my loyalty balances to me to promos sent via text
Could combine stated preferences with observed behavior
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Paradigm #3: Escalate and Blend Channels
ESCALATION BASED “Click here or
call 1-800…”
ON PREFERENCE & “Urgent Message
regarding you
OUTCOME BankBlue
card…Please call @
us at 800-… ”
“There has been “ALERT: There is
suspicious activity “….Press 1 to
suspicious activity
on your BankBlue speak with an
on your BankBlue
card ending in agent…”
card …Call 800-”
8656…”
1st Outreach 1st Outreach 1st Outreach 4th Outreach 5th Outreach
Voice Message to Voice Message to Text Message (SMS) Answering Machine
Email
Landline Phone Mobile Phone to Mobile Phone Message
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12. Paradigm #3: Escalate and Blend Channels
“Press 1 to hear your “Your account balance is
balance due now…” $795.62. To speak with a
representative, press 1…”
Free msg: Balance
“Press 2 to receive a due: $795.62 To pay, Your e-payment of
text message…” send reply code “PAY” $795.62 has been
or call credited to your
1-800-123-1234 account. Thanks!
“Press 3 to receive e-bill Center
an e-bill balance- Online Billing Alert Enter Online ID to
Account Number:
due alert…” ********23 view and pay bill:
Amount due: $795.62
View and pay bill
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SoundBite Proactive Customer Communications Solutions
Proactive Marketing
Loyalty Promotions Activations
Message Opt-in Replenishment Customer Win Back
Proactive Collections & Proactive Customer Care
Risk Management Welcome Enrollments
Early Stage Collections Late Stage Notifications Reminders
Collections Fraud Monitoring Surveys
Proactive Payments
Payment Reminders Self-Service
Payments Expedited Payments
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13. Marketing: Large Retailer Generates Millions in Revenue
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Situation
• Specialty retailer seeks to drive store sales through
unredeemed merchandise credits and non-
purchased reserved merchandise
Strategy
• Leverage SoundBite’s voice messaging to landline
and SMS to mobile phones to remind over 3.5MM
consumers of unused credits and reserved
merchandise
Results
Voice &Text • Campaign generated over $11MM in sales
messaging
campaign generates • $1.9MM in merchandise credit was redeemed
$11MM in sales • Low opt-out rate (2.7%) confirmed consumers
desire to be communicated with regarding
merchandise credit
Multi-channel campaign drives high redemption rates
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Customer Care: Top Wireless Provider Lowers Inbound Calls
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Situation
• Average new user calls customer care almost 10 times in
the first 60 days, with each call costing $5-$10.00
• Needed to reduce the number of inbound “start-up”
period calls
Strategy
• 2 proactive outbound calls to help reduce inbound traffic
• 1st call explains features of the service plan
• 2nd call explains how to read their first billing statement
and outlines the billing process
Inbound calls
Results
dramatically reduced
and customer • Welcome calls lowered the number of inbounds volume
experience enhanced • Significant cost savings
• Positive initial subscriber experience
Enhancing subscriber experience while lowering costs
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14. Payments: Interactive Text Messaging Increases Collections
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Situation
• Wireless provider uses 1-way text alerts for
collecting on delinquent accounts
• Goal to increase auto-pay and self-cure rates while
reducing agent costs
Strategy
• Leverage SoundBite’s Contact Center Text
Messaging Solution for payment and past-due
reminders
• Interactive Text Messaging enables subscribers to
Contact Center Text reply HELP or OPTIONS for more information
Messaging more than
doubles same-day Results
payments • 55% lift in same-day payments
• 46% lift in same-day cure rates over BAU
Increasing payments while dramatically lowering costs
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Collections: Top 5 US Bank Generates Collections Revenue
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Situation
Increase in Collections
• Top 5 US bank wanted to raise collections results by
$1,252,875
adding text messaging to automated voice messaging
Strategy
$ Collected
$575,989 • Leverage SoundBite Collections Solution to
implement multi-channel communications to drive
incremental collections.
• 3 groups created: Control, Voice, Voice plus text
Voice-Only Voice + Text
message
Results
$1.25MM in • 117% improvement over Voice-only
incremental
• Among text-enabled recipients, text messaging
collections boosted results by 470% over Voice-only
Multi-channel strategy dramatically increases revenue
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15. Contact Center Text Messaging
SoundBite Contact Center Text Messaging Solution
Business Opportunities
• Empower contact center agents to
support customers via text messaging
Contact Center Text channel
Messaging Solution • Adopt a cost-effective channel while
Optimization Solution providing a positive customer experience
Dialog Engine enables automated SoundBite Value
interactive text messaging
• Offering text for customer support
Agents respond to text messages improves customer satisfaction
via Agent Text Portal • Agents can handle multiple customer
conversations
Enhanced keyword search
• Enables customer self-service resulting
Standard and FTEU rate text in cost-efficiencies
• Further expands the multi-channel
Contact Center reporting
experience in the Contact Center
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16. Payments: Fully Automated Bank Payment
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Your Bank National account is almost due.(acct# ending
Customer 3333) For payment options reply PAY. Questions reply
Dialog Engine
HELP or call 888-000-0000.To end alerts reply STOP
PAY
Bank National: Balance $723.44.Minimum pmt $42.18.You
can pay from debit acct#_7372. Pay entire balance or
make minimum payment. Reply PAYALL, or PAYMIN
PAYMIN
Bank National: Please confirm you want to make a
payment of $42.18 using debit acct#_7372. To confirm and
make payment reply CONFIRM. To cancel reply CANCEL
CONFIRM
Bank National: Thank you, your payment of $42.18 has
been processed. Confirmation #88128. For more text
message options reply MENU
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Customer Care: Agent Support for Telecom
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Free Msg: Welcome to TeleWireless! Did you know
Customer customer support can be reached by text message? For
Dialog Engine
options, or to send a text msg to a live agent, reply MENU
MENU
TeleWireless: You can get info about your phone, service,
billing, and more. Reply PHONE, SERV,or BILL. Or to
send text to an agent reply AGENT plus your question
AGENT how do I change my payment due date to the
15th of each month
TeleWireless has received your message. An agent will
reply shortly. For more text options reply MORE
Agent Text
Portal
This is Jen from TeleWireless, I am happy to change your
payment due date …
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17. Marketing: Agent Support for Retailer
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Customer A printed marketing piece says, “Sign up for our
Dialog Engine
Loyalty program! Text LOYALTY to 77053”
LOYALTY
Welcome to Loyalty Rewards Plus. To check your balance
at any time reply BALANCE. To sign up for new product
alerts reply ALERT
ALERT
New product is available next Friday. 20% off for early
orders. For more info reply MORE, To order now reply
ORDER. To opt out reply STOP
Agent Text
ORDER Portal
Thanks for ordering New Product. To complete your order
we need …”
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Collections & Risk: Agent Support for Collection Agency
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A letter is sent to a delinquent debtor requesting
Customer that she call an agency to resolve an outstanding Dialog Engine
obligation.“Please call 888-000-0000 or send Text
MYCODE to 77053
MYCODE
Agency: Thank you for texting us. It is important that we
communicate with John Brown. Are you John Brown?
Please reply YES or NO
YES
Agent Text
Portal
Thank you for contacting us. Our records show …”
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18. Summary and Recommendations
Summary
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• Communications are difficult and becoming more difficult with
time.
• Industry trends and consumer behaviors point toward mobile
technology as the primary communication source.
• Aligning a contact center with consumer preferences:
– Communicate proactively
– Obtain stated and observed preferences
– Escalate and blend communications channels
• Begin a text messaging strategy today.
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19. Thank you!
Questions?
Alan Berrey
VP, Emerging Solutions
aberrey@soundbite.com
M) +1 (248) 882-8020
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