Putting Mobile Devices at the Heart of your Customer Engagement Strategy
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Connect. Interact. Engage.
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In today’s mobile world, the ability to respond to mobile customers’ preferences creates sustainable competitive advantage. Vocalcom, world leader in contact center software solutions, is announcing today that it has partnered with TapCrowd, an innovative mobile apps platform, to power intuitive mobile customer experiences and enhance the effectiveness of every interaction on mobile devices.
Transcript of Putting Mobile Devices at the Heart of your Customer Engagement Strategy
Connect. Interact. Engage.
Preparing for the customer service of tomorrow starts TODAY
Search & Display Marketers know much more about me
than the customer service agent of my mobile operator (after being a client for 28 yrs)
To satisfy the customer is the mission and purpose of every business*
* Peter Drucker 1973
A large majority of companies are rethinking
their strategies for engaging individual
customers Emerging technologies are the principal
enablers of this new customer-centric
approachThe benefit of connecting
customers, employees, partners and products is
ultimately customers who are more satisfied
The rise of the customer-led economy – The Economist
Many places – Many ChannelsCustomers reach out from many places
- anytime - through many channels
Your customers are connected-mobile-networked
By 2020, over 37 billionelectronic devices, cars,
homes and humans will be connected over the
Internet
More devices = more interactions =
more data = more complexity =
more opportunity
Upgrade the CustomerContact Engagement Center
TraditionalContact Center
MassReactStatic
ManualRemoteSiloed
PersonalisedInteractDynamic
AutomatedReal time
Collaboration
EngagementCenter
The times are changingWhich channels are most important for customers when they engage with
brands ?
today < 3 yrs
Com
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web
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E-m
ail
Soci
al M
edia
Phon
e
Mob
ile
Apps
Soci
al M
edia
Mob
ile A
pps
Com
p w
ebsi
tes
E-m
ail
Blog
s
57%
37%
27%
18%
13%
43%41%
29%
37%18%
The Engagement Center
The Mobile Customer
Turn Context into Data
Customer Profile Management
CHANNELWeb, mobile,
kiosk…
LOCATIONCountry, city,
street, at home or on the road,
language…
BEHAVIORUser activity,
currently viewing…
Omni-channel view on the customer
Turn Data into Useful Insights
Customer Engagement
Right action – Right time – Right person
DATAUser profile,
user context…
INSIGHTe.g. “intention
to buy”
DECISIONSelect hot prospects
ACTIONTrigger instant
call-backs, push notifications…
Person to Person
CUSTOMER ENGAGEMENT
TECHNOLOGY
DATA
PEOPLE
The solution
Contact center agentMobile customer
Real-time feedbackon waiting times etc.
User context,location, interests360° view on caller
Omni-channelapps
THANK [email protected]
