User activity, currently viewing⦠... Native apps (iOS, Android), web apps (HTML5)⦠... Full user profile and user c
Mobile Customer Service
www.vocalcom.com
Features • • • •
Visual IVR Customer Context Mobile Payment Connect to your customers on Mobile Apps
• • •
Benefits No waiting Time No Re-identification Profile your customer through mobile apps Customer Centric
•
TheLink impact • Share your customer experience through social media • Extend social interactions to mobile environment 1
Multi- Channel Customer Experience Mobile Trends 85% of adults in this region have access to phone banking services
•
Online Banking doesn’t exceed 15%
www.vocalcom.com
•
2
THE MOBILE : Mobile Marketing Platform • VOCALCOM has integrated a comprehensive platform for mobile apps and mobile marketing campaigns to meet the growing needs of governments, public services, businesses, events & retail.
TapCreator create mobile engagement Comprehensive platform to build, publish & maintain mobile apps, no technical skills needed.
www.vocalcom.com
• THE MOBILE Platform allows you to easily manage your apps and launch mobile campaigns: • • • • •
Multi-lingual apps Instant content updates Rich analytics Send location-based push notifications And much more…
TapTarget launch omni-channel campaigns Omni-channel campaign builder for marketing teams with user profiling, location-targeting, behavioral targeting…
Why mobile apps with contact center integration ? • Smartphones and tablets are a huge part of everyday life.
www.vocalcom.com
• Companies use mobile apps to stay connected and engage with their customers. • By integrating the contact center inside the apps, the apps become personal and omni-channel. • With omni-channel apps, your company will have a personal, relevant, context-aware and direct communication line to your customers for sales, support, assistance…
+
=
Omni-channel communication
Turn context into data
CHANNEL
Country, city, street, at home or on the road, language…
BEHAVIOR User activity, currently viewing…
www.vocalcom.com
Web, mobile, kiosk…
LOCATION
= omni-channel view on customer used to connect the right agent automatically and personalize the conversation
Turn data into action
INSIGHT
User profile, user context…
e.g. “intention to buy”
DECISION Select hot prospects
ACTION Trigger instant call-backs, push notifications…
www.vocalcom.com
DATA
Turn raw data to useful insights. Automatically make the right decision for each customer and take immediate action (call-back, personalized offerings…)
Smart call button: easy integration in any app
• The Smart call button is easily integrated in any app: • New apps & existing apps • Native apps (iOS, Android), web apps (HTML5)…
Flanders infoline Calculate your building tax
www.vocalcom.com
Select your city
• With the Smart call button, the user can directly call the contact center: • Call now or instant call-back • View waiting times • No IVR, automatic skill-based and context-based routing, using realtime data captured in the app
Next step >> Call now about this topic Questions ? Call now ! and talk about this model
Turn your apps into a personal assistant
www.vocalcom.com
• Your customers will use your apps 24/7 to find information, make bookings, request a service, buy a product, prepare a purchase etc. But they will have questions and they will need your help sooner or later.
Flanders infoline Calculate your building tax Select your city
• With a Smart call button, the app becomes a truly personal assistant. The voice of a real person is just one click away for: • Sales assistance • After-sales assistance • Service & support • Bookings, purchases • …
Next step >> Call now about this topic Questions ? Call now ! and talk about this model
How does it work ?
www.vocalcom.com
John is looking for a new car. He uses the app to discover models, look at prices and view technical specs.
He discovers a model that he likes, but he has a few questions.
John is instantly connected to the contact center, to an operator specialized in this specific model. No IVR !
Questions ? Call now ! and talk about this model
He clicks the smart “Call now” button. John’s call is automatically routed to the right operator, based on his topic (the car model he is viewing), John’s context is transferred to the contact center : language, location, page, choice, ….
www.vocalcom.com
Contact Center Integration
• When a ccontact is made with the Smart call button, a dashboard is automatically displayed for the best skilled operator, with the full user profile. • the agent has a full access to the customer information from the company CRM • Current topic the caller is looking at in the app or on the website • Current location of user • User top interests • Full user profile and user context (activity, location…) • The product or pages that customer has been looking for • All customer interactions with the contact center
Operator dashboard features
www.vocalcom.com
Customer Information : designed per vocalcom scripter or integrated through CRM
Current location of caller and distance from your closest shop, office or service location
Current topic that caller is looking at
Operator dashboard features
www.vocalcom.com
History of topics that the customer was looking at, right before the call (both current session and historical sessions)
Top interests of customer This is based on automated “user profiling” in the app, with advanced scoring algorithm.
www.vocalcom.com
Technology under the hood
Inside the app Vocalcom SDK is easily integrated in the app. The SDK will automatically track all user activities, build user profiles and track the location and context of the user. All data is sent to the contact center in real-time.
Inside Vocalcom call routing App topics are mapped to operator skills. Each call is automatically routed based on: • Current topic in the app • Location of the user • User profile (language, customer type…) • Context of the user • Business rules
Inside Vocalcom operator dashboard All informations about the customer are displayed to the operator. The operator can instantly provide personalized advise. No endless questions, no IVR, only great service!
Benefits : Provide Excellency Services
• Always Available • No re-identification • No Waiting Time • Full Context is sent to your contact center • Send document, alerts, chat
www.vocalcom.com
Visual IVR in your Apps
