creating a mobile and social experience for your customer's lifestyle
DESCRIPTION
In today’s world, social and mobile platforms have become a lifestyle. Smart companies know that customers will connect with them on smartphones before work, from computers during the day and from tablets in the evening. Offering customised mobile applications and support on social networking sites gives them a competitive advantage. Case Studies: Moonpig, TSB, National Rail Enquiries, Lloyds Bank, Autodesk, VerizonTRANSCRIPT
Creating a Mobile & Social Experience for Your Customer’s Lifestyle
Offer mobile & social support for increased engagement
Presented by Chris Ezekiel @chrisezekiel
Just a little about Creative Virtual• WHO WE ARE: Creative Virtual is a leader in self-service customer experience solutions
for over 10 years.
• WHAT WE DO: Our technology helps optimise the customer support, sales, marketing and call centre teams to reduce costs, increase online sales, and achieve operational excellence across mobile, web and social media channels
• WHO WORKS WITH US: Organisations like HSBC, Citibank, Autodesk, Verizon, Commercial Bank of Dubai, National Rail Enquires, RSPCA, Tesco Mobile, JP Morgan Chase, and Lloyds Banking Group rely on our technology.
• WHERE TO FIND US: We have offices in the UK, USA, Netherlands, Australia, India and Singapore. You can find us online at www.creativevirtual.com and follow us on Twitter @creativevirtual.
Show of Hands
Change in Lifestyle = Change in Channels
Source: The Autonomous Customer, 2013
Age is Not a Factor
Use of smartphones & social networking sites is on the rise across all customer age groups.
Growing Customer Expectations
Source: Gartner, 2014
Customer expectations continue to increase as they continue to be empowered by new technologies.
Companies Know It’s Critical
Source: The ‘Normalization’ of Social Customer Care, 2014
Yet 60% of companies are not formally supporting social customer care!
Where do I start?
1. Get to know the mobile & social customer
2. Create consistency across channels
3. Offer a convenient customer experience
Get to know the mobile & social customer
There will be seven billion smartphones in everybody’s hands in the next five years. Now, everybody is a digital customer, so doing things digitally is no longer a niche play. Doing things digitally is how the entire world communicates.
- Angela Ahrendts, CEO, Burberry
Source: The Business of Fashion, 2013
The Entire World is Digital Now
The Mobile Customer
Source: Predicts 2014: Customer Support and the Engaged Enterprise, Gartner, 2013
Today nearly 40% of Internet time is spent using a mobile device.
By 2015, at least 60% of the Internet users will opt for mobile customer service applications as their first option.
The Mobile Customer
Source: Mobile Path to Purchase: 5 Key Findings, Google, 2013
The Mobile Customer
Source: Mobile Path to Purchase: 5 Key Findings, Google, 2013
The Social Customer
Today 72% of all Internet users are active on social media.1
71% of consumers that receive a quick brand response on social media are likely to recommend that brand to others.2
Sources: 1: Search Engine Journal, 2013 2: CeBIT, 2014
The Social Customer
Source: The Autonomous Customer, 2013
The Social Customer
Source: The ‘Normalization’ of Social Customer Care, 2014
Create consistency across channels
Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.
- Kevin Stirtz, Digital Marketing Expert
Source: Forbes, 2014
Every Contact Matters
Gartner’s Ensemble Interactions
Bring Content Together
Knowledge Management is Key
Eliminate departmental & information silos
Manage all content from one platform
Easily identify gaps in information
Create customer-specific conversations for virtual & live agents
Deliver consistent messages across channels
Offer a convenient customer experience
Intelligent Virtual AssistantsBe where your customers are, including mobile
& social channels
Deploy accurate & consistent answers across all channels
Flexible integration for seamless experience across channels
Always on & available 24/7
Engage with thousands of customers simultaneously
Live Demo
V-Person in Action:National Rail Enquiries
Mobile Banking
Moonpig & TSBMobile Support with HTML5 Templates
National Rail EnquiriesIntegration with Facebook page
Lloyds BankLink to Virtual Assistant on Twitter
AutodeskTroubleshoot on Twitter
VerizonIntegration with Community Forum
Three Key TakeawaysGet to know your customers’ lifestyle so you can
be where they are
Use a knowledge management tool to create consistency across channels
Create convenience by giving access to support & information when & where customers want it
Looking to the Future
Mobile & Social continue to grow, becoming essential channels for customer communication
Organisations become more widely hyper-connected
Cross channel interactions/awareness
Virtual Agents live online and offline (think kiosks and holograms)
Get in Touch With Me
By email:
On Twitter:
@chrisezekiel
On the web:
www.creativevirtual.com