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Texting Is Not Just for Teenagers: The Power of Proactive SMS
John Tallarico – VP, Product Management, GenesysFred Mondragon – VP, Business Development, Medallia
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Sources: - eWeek/HeyWire- Forrester, Vendor Landscape: Mobile Messaging Platforms- Digital Marketing Magazine
52%prefer texting more than their current preferred
method of communication for customer support
Consumers prefer SMS for customer support…
98%of SMS messages are
opened, compared to 20% open rates for email
And the results are good…
75%of consumers surveyed
would like to have offers sent to them via SMS
Consumers want SMS for offers and notifications…
• Reaching your customers through mobile messaging
• Genesys delivers versatile outbound solutions
• Use cases delivering a strong ROI
• Medallia shares their story around outbound
• Q&A
Let’s Talk!
Common Outbound Use Cases
Payments & Collections
Proactive Customer Care
Sales Alerts & Promotions
Upselling & Cross-selling
TCPA Compliance
Loyalty Program Updates
Customer Win Back
Payment Reminders
Prepaid Card Replenishments
Renewal Notices
Text-to-Pay
Early & Late Stage Collections
Payment Processor Integrations
Sales & Marketing
Customer Opt-In
Onboarding & New Customer Engagement
Appointment & Prescription Reminders
Order Confirmations & Status Updates
Fraud Alerts & Mitigation
NPS Surveys
• Established and tested SMS connectivity in 60+ countries, with the ability to secure connectivity in virtually any other country
• PCI Level 1 certified platform delivers 1 billion messages/year
• Enables automated or agent-assisted customer interactions
• Removes the need to establish additional vendor relationships
• Save money on per-message fees by leveraging volume price advantages through Genesys
• Rely on over a decade of hands-on experience helping organizations incorporate proven text messaging strategies using in-country best practices
Why Choose Genesys
With virtually unlimited global reach, Genesys is the trusted partner for using SMS to communicate with consumers around the world
• Integrated Multi-Channel Support (SMS, Voice, Email)
• List Management
• Campaign Management
• Compliance Controls
• Blending with Inbound
• Agent Desktop and Supervisor Dashboards
• Real-Time and Historical Reporting
• Deployable in the Cloud, On-Premise, or as Pure Aggregation Offer
Genesys Outbound Key Features
How Does the Aggregation Service Work
ChallengesU.S. Cellular wanted to increase on-time replenishment rates by ensuring that pre-paid customers know when they need to replenish their accounts to avoid an interruption in their service and potential churn
Solution• Use Genesys Outbound to create an SMS text messaging campaign to
remind pre-paid customers of their replenishment date • The messages were automatically triggered three days before the due
date and were customized with the customer’s bill date
Results• 100% increase in on-time replenishment of pre-paid cards• Lower customer churn• Improve customer satisfaction
Case Study: U.S. Cellular
Genesys Outbound Increases On-Time Replenishment Rates by 100%
Many customers responded very positively with feedback such as “OK, thanks for reminding me,” “Thank you very much,” and “Thanks so much!”
Case Study: Top 3 US Cable Company
Genesys Sends Text Reminders to Increase Appointment Success Rate
“Sending text-based reminders has streamlined our client’s installation processes and increased customer satisfaction scores.”
Lindsay ShieldsDirector of Client Care, OnProcess
Challenges• Low satisfaction resulting from customers missing their scheduled
installation and service appointments
• Operational inefficiencies from unnecessary truck rolls include:
rescheduling, rerouting, and technician costs; delay service revenue
Solution• Genesys reseller OnProcess implemented Genesys Outbound on behalf
of a top three U.S. cable operator to remind customers of their scheduled
in-home appointments
• Send SMS text message to confirm installation appointments to mobile
opted-in customers
Results• 7% improvement in appointment success rate
• $1.2 million cost savings per year
• $1.7 million per year increase in acquisition revenue
Case Study: Top 10 Financial Institution
Genesys Initiates Payments via ‘Pay-by-Text’ by 14% of Customers
ChallengesOne of the world’s largest financial services institutions sought to increase
payment of auto loans and lower the cost-to-collect by enabling
customers to make self-service credit card payments via SMS
SolutionUse Genesys Outbound for cross-channel blending and preference
management to enable new ‘text-to-pay’ program:
• OPT-IN: Customer opts-in to program by text and Genesys captures and
stores customer consent
• COMPLETE ENROLLMENT: Transfer customer to automated voice
message to capture confidential credentials for ongoing text payments
• PAY-BY-TEXT: Customer initiates payments using payment method on
file by texting “pay” and passing a verification event
Results• 14% of enrolled customers have initiated a payment via text
• Plan to roll out text-to-pay to more geographies and product lines
• Year founded: 2001
• Total employees: >1,000
• Total brands: >400
• Headquarters: Palo Alto, CA
• Offices: New York City, Toronto, London, Stuttgart, Paris, Sydney, Melbourne, Hong Kong, Buenos Aires
• Sequoia Backed
Medallia Overview
Creating a world where companies are loved by their customers and employees.
v
INTEGRATE
Targets
Invitation
Files
Organizational
Files
Customer
Data
Operational
Data
Expanded View
Big Data Engine
In-Memory Analytics | Native Text Analytics
Organizational Mapping
ANALYZE/ACT
Real Time Distributed
Actions & Reports
Frontline Teams
Managers & Supervisors
Executives Corporate Insights
CAPTURE
Data
CollectionChannels
Web
Surveys
IVR
Surveys
SMS and
Mobile
Feedback
Social
Feedback
Others
Contact
Centers
Locations
Key
Accounts
Employees
Web
Experience
• Response templates are available on all mediums
• Local management involved and learning
Closed Loop Operational Alerts & Email Templates
Native Text Analytics
Identify emerging trends
Shorten questionnaires,
increase insights
Understand the whys
behind the whats
Replace manual coding
1. 1
2. 2
3
4
5 Prioritize improvements
THE LEGO GROUP
700K+
• Retail
• Shop@Home
• LEGO.com
• Product
• Contact Center
5 Listening Programs
Surveys collected per year
NPS 78in LEGO Stores
2013 Forrester Outside
In Award Winner
Mercedes-Benz USA
500k Surveys completed each year
363Dealers in the US
5,000Users
• Mobile messaging is a versatile mechanism in reaching your customers
• Genesys delivers solutions and technology that is versatile to suit many environments
• The use cases shared and success through Medallia underscore the strong ROI
• Thank you
• Q&A
Parting Thoughts!
John Tallarico
Vice President of Product Management
Outbound
email: [email protected]
phone: +1 781 202 1141
Where to get more
information.
Today or Tomorrow at CX17• The CX17 event app has direct links to use cases like Proactively
Keep Customers Informed via SMS Notifications
• Come and see us at the Outbound booth! We will be happy to take
you through our products or discuss outbound engagement strategies.
When you are back at the office• Check out customer success stories on genesys.com
• Speak to Genesys staff - we are here to help!