A Friend in Need Is a Friend IndeedSocial messengers as a key to gorgeous customer support

How to Be a Friend Today? 2

• Honesty

• Reliability

• Support

• Forgiveness

• Respect

•

Distance

Time

Language

CONNECTIVITY

How to Stay Connected 3

1973MOBILE PHONEThe first handheld mobile cell phone by Motorola

1990sWORLD WIDE WEBTim Berners-Lee invented WWW and wrote first web browser

1970sEMAILThe first ARPANET email was sent

1980sINSTANT MESSAGINGUnix "talk" command line program

1992SMSThe first SMS message was sent over the Vodafone GSM network

VOIP1991First Voice Over IP application

2006PRIVATE VIDEO CALLSSkype 2.0 with video messaging

1996Hewlett-Packard released the OmniGo 700LX

SMARTPHONES2010WhatsApp initial release

SOCIAL MESSAGERS

TELEPHONEAlexander Bell granted a US patent for a telephone

1876

New Widely Spread Profiles 4

SHAREESE DIPTYCHExpat

ROMAIN DIPTYCHTraveler

ASAKO DIPTYCHEmployee at international

company

PETER DIPTYCHIntrovert

Pros and Cons 5

Old customer support tools Pros Cons

Phones

• Quick personal communication • Time zone • Language • Extra charges • Roaming • Out of money • Can’t be user at noisy locations • Voice menu

Emails

• Offline personal communication • Can be used with translation

services • May content attachments

• No confirmation on delivery/read • Delay in real time communication • Easy to loose conversation thread • Easy to make a mistake at recipient

address

Web forms

• Offline personal communication • Can be accessed from any device

with browser

• No confirmation on delivery/read • Artificial structure

Romain lives in US and trying to book diving at Bali. 15 hours difference force to find a right time to make a call

Book a Diving Trip at a Different Time Zone Location

Loosing History of Online ChatShareese was chatting with customer support specialist. He provided location of nearest office but unfortunately after

closing browser chat history was lost

Complicated Feedback FormsMax is a UX designer and wanted to provide feedback to his bank about online banking. Unfortunately

feedback form had so many mandatory fields that he gave up

Wrong RecipientPeter wanted to cancel booking of apartment for his vacation. He sent cancelation email in advance but made a

mistake in address. He fount out the problem only when he got billed a fee.

Social Messagers 7

• Wide coverage (FB messenger has 1 billon users)

• Can be used for offline conversation

• Works with any internet connections

• Free form communications

• Attachments / photos

• Automation

Automation 8

Boosting 9

Summary 11

• Always stay connected and avoid artificial channels of

communication

• World is changing, stay up to date with communication

technologies

• Tell customers that you want to chat with them

• Automate what can be automated, but stay human

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