Your customers need immediate and contextual assistance
By 2015, there will be more people accessing the web using a mobile device than through a PC; smart phones and tablets are revolutionizing the way customers interact with every business.
Mobile consumers want to self-serve on their devices and have the ability to resolve their issue on a smartphone app rather than call into a call contact center.
But what happens when they need customer service from within a mobile web site or App?
4. Chat - PSTN - VoIP
Real Time Analytics
Collaboration Tools
Easy / deep integration with CRM
eCommerce platforms
3rd party CTI platforms
OPEN API - FRAMEWORK
FULLY INTEGRATED MULTIMEDIA
COMMUNICATION SUITE
Enterprise class technology => Live in 5 minutes
Easy yet powerful
High # of concurrent services
A/B testing
CUSTOMER OPERATIONS' SCALABILITY
Queue Mgmt & Routing
Reporting & Staffing
SERVICE CREATION ENVIRONMENT
(a.k.a. Web-foundry)
5. Integrate with Your Systems
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Vivocha is seamlessly integrated with your
key business systems or contact center technologies
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or you can use our APIs to integrate with any system
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Agent Desktop + BackEnd + Analytics + CTI
8. What happens if I need support on the go?
@bevan - _____ mobile is down. Not letting me checkout. CS
says it's a known problem. On BlackFriday? I just missed two
deals!!
@gdomdom - @_____ Your app is not good for trying to shop!!!
Get your mobile act together
The mobile cart abandonment
rate is estimated to be as high
as 97%
Retailers lost close to $16 Billion
dollars in mobile cart abandonment
this past holiday season
9. 46%
of online
customers
expect brands to
provide
customer service
on mobile
84%
of consumers
who made a
mobile
transaction last
year reported a
problem
63%
will not complete
the purchase
after
experiencing a
problem on
mobile
Mobile Customer Experience
10. Customer Service Will Adopt a Mobile-First Mindset
Mobile apps set to bypass traditional IVR
Customers Expect Proactive - RealTime Support
!
2014 will see mobile apps combine with services such as call-back
and web chat to make engagement even easier for customers
!
Forrester's Top Trends For Customer Service In 2014
Aberdeen’s Looking Ahead: Will 2014 be the Year of Customer-Driven Contact Centers?
Top Trends For Customer Service In 2014
12. Cut your time spent handling support by over
50% and increase overall customer satisfaction
Proactive engagement
Customizable chat
Push notifications
Real Time Collaboration
GeoLocation
13. Vivocha on the Go
Proactive engagement & Real Time Collaboration
Push notifications & GeoLocation
Mobile OS: iOS - Android - WinPhone
HTML 5 - CSS3 widgets
Voice Call Backs - beta now
WebRTC - in App Voice support - available soon
15. A READY-TO-USE RAPID APPLICATION
DEVELOPMENT MOBILE SDK TO ADD VIVOCHA
CAPABILITIES TO YOUR MOBILE NATIVE APPS
16. Vivocha Mobile SDK Architecture Overview
iOS App
Vivocha Web Services
Vivocha Mobile SDK Framework
Vivocha XMPP Server
Vivocha Classes
XMPP Service
Implementation
Web Service
Implementation
Message
Custom
Action
Data
Collection
Data Collection
Form
Data Collection
Field
NotificationContact
Vivocha Manager
19. EVENT-DRIVEN API
VivochaSDK posts NSNotification objects for many events:
!
agent available/unavailable
message received
contact terminated
custom actions
22. CUSTOM CHAT INTERFACE
•balloons shape and colors
•background (different services can
have different look and feel)
•branding (with background logo)