News Online Xchange (NOX) is the official monthly business newsletter of New Media Services Pty. Ltd. It serves to give up-to-date information on the products and services under the NMS brand, as well as news involving the Web and Mobile industries.

1. AUGUST 2011 BUSINESS NEWSLETTER
News Online Xchange
AUGUST 2011 ISSUE
News Online Xchange (NOX) is the o cial monthly business newsletter of New Media Services Pty. Ltd. It
serves to give up-to-date information on the products and services under the NMS brand, as well as
news involving the Web and Mobile industries.
instant messaging
Short Message Service (SMS)
electronic-mail
web to mobile
A simple case study on the integration of
Customer Care Goes Mobile SMS-based live chat and customer care.
The Objective
XYZ Company, a travel products and services provider wanted to leverage the exponential growth of the
mobile medium and deploy an easily accessible and easy-to-use mobile platform to further ensure
seamless communication with its customers.
Global Mobile Data Traffic Forecast by Region
2010 8
92% CAGR 2010-2015
Petabytes per Month
2011 22 7,000
5.5% Central & Eastern Europe
(PB per month) 6.2%
7.8%
Middle East & Africa (MEA)
2012 54 9.2%
Latin America (LATAM)
15.7% Japan
2013 131
3,000
North America (NA)
26.3% Western Europe (WE)
2014 215 Asia - Pacific (APAC)
29.3%
2015 327
0
2010 2011 2012 2013 2014 2015
Handset data traffic per month, 2010 - 2015
Source: Coda Research Consultancy 2010 Source: Cisco VNI Mobile, 2011
Mobile data revenues (not including SMS charges) are forecast to
make up 87 percent of all data revenue for the carriers by 2015.
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2. AUGUST 2011 ISSUE AUGUST 2011 BUSINESS NEWSLETTER
The Strategy
XYZ Company partnered with a mobile customer care and marketing services provider as well as a live chat provider to
offer mobile live chat via SMS to its customers.
LIVE CHAT
XYZ Company partnered with a mobile customer care and marketing services provider as well as a live chat provider to
offer mobile live chat via SMS to its customers.
By extending their service to the mobile device, their customers are no longer dependent on a laptop and WiFi connection
to change a ticket or communicate with a travel agent – they can access a live travel agent via SMS chat instantly and
from almost anywhere.
The Result "As our travelers often n�d to make travel reservations at
�e last minute, �e ease-of-use and instant access of
This tactic not only enhances customer loyalty, with an 80 percent mobile live chat fur�er empowers �e customer by providing
anytime, anywhere customer care. By providing access to a
retention rate when customers use mobile live chat services, but live agent via mobile text, we can increase loyalty and f�ge
also holds the line on staffing costs for the XYZ Company, as long-lasting relationships wi� our customers. In addition,
mobile live chat lets customer service agents handle up to four mobile live chat service opens �e do�s to new revenues
chats at once. �rough ads and supplementary service offerings."
~ CEO of XYZ Company
Increased
Profit Effectiveness Surprising Facts
Reduced
Efficienc� The adoption rate of mobile of mobile chat versus
PC-based Internet chat happens so quickly.
Cost Quality Users tend to use mobile chat even though they were
Customer within reach of their PC.
Satisfaction
Early indications show that because of the common use of
SMS, typing was not an issue or deterrent of using mobile
chat.
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3. AUGUST 2011 ISSUE AUGUST 2011 BUSINESS NEWSLETTER
Wi� �e explosive grow� of mobile devices and �e
"instant access"Mentality �ey �ing, businesses must
continue to shift �eir perceptions �at today's
consumer wi� go out of �eir way to s�k assistance.
Organizations should
create customer service
plans that mirror the
modern, mobile consumer.
SOURCE: Reference: http://www.mobilemarketer.com/cms/resources/case-studies/8062.html
WHY YOUR COMPANY SHOULD CONSIDER AN ALTERNATIVE EMAIL PLATFORM
Email has become more critical to the communications needs of small and large organizations than the telephone, real-time
communications systems, fax or even in-person meetings.
“A survey conducted by Osterman
Research in March 2009 found that the
typical user spends two hours and 32
minutes on a typical workday doing
something in their email client.
By contrast, that user will spend slightly
less time on a typical day attending in-
person meetings and talking on the tel-
ephone combined.”
Wha� Doe� �i� Mea�?
Email systems must satisfy a Users must be able to access email IT administrators must be able to What organizations
variety of requirements for various whenever and wherever they are deploy, configure and manage the
entities in an organization located, including from their home email systems with as little effort as of all sizes need is
computers and from mobile devices. possible.
an email capability
that is highly
Business managers must be able The growing interest in cloud-
based computing means that email
reliable, highly
to ensure that email services,
including robust security services that are maintained by scalable and
service providers must also be
capabilities, are maintained as
inexpensively as possible. robust and able to support users in inexpensive to
organizations large & small
operate.
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4. JULY 2011 ISSUE
AUGUST 2011 ISSUE JULY 2011 BUSINESS NEWSLETTER
AUGUST 2011 BUSINESS NEWSLETTER
Email is a critical tool for users in organizations of all sizes.
For Low-end Enterprise Environments
It must be easy to install, configure and manage, particularly for
organizations or satellite offices of larger organizations that may not have a
dedicated IT staff.
It must require as little additional expertise and infrastructure as possible.
It must have a low cost of acquisition and management.
It must provide robust security and filtering capabilities to protect against
the growing variety o spam and malware traversing the Internet.
For High-end Enterprise Environments
Calendaring, sharing and permissions
Detailed reports and usage statistics
Custom filtering and message rules.
Integration with other network systems
High availability and basic clustering
Source: http://www.axigen.com/articles/an-osterman-research-white-paper-axigen-the-alternative-for-exchange_56.html
LOOP
Simplicity and Accessibility Combined
LOOP is an all-around online platform for SMS exchange, WAP chatting, Email
response and Instant messaging that delivers what clients and their end-users
deserve.
Commercial Benefits FEATURES
Real Time Responses
Demo using your own Mobile Phones SMS Chat IM Chat
Unassigned Messages Notifications via SMS or EMAIL
WAP Chat Moderation
Expiration Period for Users
Time Stamp (Time Zones) Emails Bulk SMS
Subscribers Lifetime Value Report
Customize Auto Message MoBiGo
Daily/Unique Subscribers Report
for the September issue of NOX!
Text Alerts & Bulk
SMS Platforms
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