messaging for business 2 - engage customer · messaging for business 2.0 christoph neut - vp emea @...
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Messaging for business 2.0Christoph Neut - VP EMEA
@
LONDONFebruary 22nd - 2018
Founded in 2012 in Silicon Valley
Bluechip clients in NA, EMEA and APAC
>100 employees in San Francisco and Belgium
Unique vision & mission
Strong global leadership team
Long-term committed Investors
Power effortless customer experiences at scaleOur mission is to help brands exceed the expectations of today’s mobile,
hyper-connected and increasingly impatient customer.
Insert Main Title Here
Our Vision: Messaging for Business 1 The New Customer (dis)Loyalty
2 Embrace Messaging Channels
3 Walk the Path towards Effortless
Source: Corporate Executive Board
Customers who have high-effort service experiences report being more disloyal and spending less than those who have low-effort experiences.
Overall Disloyalty
Repurchase Rate
Increased Spend
Negative Word of Mouth
High-Effort
Low-Effort
96%
4%
4%
81%
9%
94%
88%
1%
Reality:
Zappos is a Service Company that just happens to sell shoes
The way people communicate with one
another
There is a big gap
How brands expect customers to communicate
with them
Popularity of service channels, by age
Sources: Dimension Data, 2015 Global Contact Centre Benchmarking Summary ReportGallup, The New Era of Communication Among Americans
↑68%*
Delta makes travel changes easy with Twitter’s Direct Message. They can identify VIPs easily and make needed changes without asking the customer to repeat themselves or provide additional context.
The BIG BOYS want to play as well ...
Apple Business Chat launched June 9, 2017
Google Click-to-messagelaunched November, 2016
WhatsApp announces Business Accounts, August 29,2017
Customer Service Channels
Customer Contact Center
Backend Systems
New channelsTraditional channels
Bots & AI
In-Web and In-App SDKs for iOS, Android and Web
* Automatic Message Distribution
AMD *ACD
Sparkcentral in the modern Contact Center
IVR, ASR, TTS CTI APIs
CRM WFM Business Intelligence Customer Experience Management
Coming soon
The Building Blocks of an Enterprise-Ready Messaging Customer Service Platform
CLOUD BASED, SECURE, PCI & GDPR COMPLIANT
OMNI-CHANNELASYNCHRONOUS
IN ITS DNACUSTOMER
CENTRIC INTELLIGENCE
INSIDEPROACTIVE & RESPONSIVE
The path toward effortless service
Know your customer & provide full resolution 2Lay the foundation of identity management and connect with your systems of record to build a 360° view of your customer
Shift toward a “messaging-first” strategy4 Prioritize mobile messaging by facilitating transactional and operational conversations to drive down phone and email volumes
Deliver effortless service 5 Deliver preventative/proactive care through customer intelligence and automations that anticipate customer needs
Be where your customers are today1 Start on Facebook, Twitter, Instagram and operationalize customer service use-cases and prepare to support more channels
Implement scalable workflows to handle increasing volumes3 Automatically route, categorize, and prioritize messages and enable agents to respond faster with recommended responses and be prepared for integrating with Bots and AI
Operationalizing messaging customer service takes more than
great software alone.
Playbook Messaging Customer Service
Based on the globally adopted Baseline Enterprise Standards for Contact Centers, Sparkcentral and Teleperformance are jointly developing an operating model for messaging customer service. Goal is to set an industry benchmark for this new form of customer service delivery.
This following aspects are taken into account for successfully running a messaging service:
● HR/Recruitment● Training & Development● Forecasting & Workforce mgmt● Operations mgmt● Quality Assurance● Reporting● Finance/TCO mgmt
Thank you!
Message Christoph @ +32 475 54 54 64