Dawn Nafus's Presentation at Emerging Communication Conference & Awards 2010 America
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Dawn Nafus's Presentation at Emerging Communication Conference & Awards 2010 America
- 2. Welcome to the World of Rich Calling
- 3. The First Rich Calling Platform Any computer, with Any phone, from Anywhere.
- 5. Customers asked about their calling experiences
- 6. Can’t reach anyone, Waste of time, Phone Tag, IVR Hell, Routed to the wrong person - again, Incompetent Service, They don’t remember me, Why repeat stuff I already entered in the IVR?, On hold Forever, Voicemail Hell, System Hung up on me, No follow up, The agents pretend they don’t know me, Bad Service, I’m taking my business elsewhere Can’t #$@$% reach anyone, #$@$% Waste of time, #$@$% Phone Tag, #$@$% IVR Hell, Routed to the #$@$% wrong person - again, #$@$% Incompetent Service, They don’t #$@$% remember me, Why repeat #$@$% stuff I already entered in the IVR?, #$@$% On hold Forever, #$@$% Voicemail Hell, #$@$% System Hung up on me, No #$@$% follow up, The #$@$% agents pretend they don’t know me, Bad #$@$% Service, I’m taking my #$@$% business elsewhere
- 7. Employees asked about their calling experiences
- 8. Can’t #$@$% reach anyone, #$@$% Waste of time, #$@$% Phone Tag, #$@$% IVR Hell, Routed to the #$@$% wrong person - again, #$@$% Incompetent Service, They don’t #$@$% remember me, Why repeat #$@$% stuff I already entered in the IVR?, #$@$% On hold Forever, #$@$% Voicemail Hell, #$@$% System Hung up on me, No #$@$% follow up, The #$@$% agents pretend they don’t know me, Bad #$@$% Service, I’m taking my #$@$% business elsewhere Can’t #$@$% stand it anymore, #$@$% Permanent interruption, #$@$% Rude customers, Playing #$@$% phone tag all day, Never know who’s #$@$% calling, Don’t know who’s #$@$% more important, No #$@$% context, #$@$% Vendors wasting my time, Don’t know where to start with #$@$% call backs, Can’t focus on my #$@$% work, I’m not a #$@$% call center agent, All these #$@$% missed calls, No #$@$% control over my schedule, Who is this #$@$% person? #$@$% Voicemail again, So #$@$% overwhelmed, It’s not my #$@$% fault I’m dropping the ball. Can’t stand it anymore, Permanent interruption, Rude customers, Playing phone tag all day, Never know who’s calling, Don’t know who’s more important, No context, Vendors wasting my time, Don’t know where to start with call backs, Can’t focus on my work, I’m not a call center agent, All these missed calls, No control over my schedule, Who is this person? Voicemail again, So overwhelmed, It’s not my fault I’m dropping the ball. It’s a #$@$% Mess ! It’s a Mess !
- 10. Caller Satisfaction 1. Quality of the Automated System, 2. Reaching a / the right person, 3. Efficiency of conversation, 4. Emotional Connection, 5. Efficient follow up.
- 11. Real-Time Data + Phone Calls = Rich Calling
- 13. ‘CRM Light’ Functionality Available Today * Demonstration only: IPad Version Not Yet Available
- 14. Coming Up Next * Demonstration only: IPad Version Not Yet Available
- 15. Vision: Emotional Connection With ‘Social CRM’ * Demonstration only: IPad Version Not Yet Available
- 16. Rich Calling is an Ecosystem Initiative Telephony Data, SaaS & CRM Global Cloud & Multi-Language Deployments
- 17. Thank you! Ecomm Launch Promotion: www.ringio.com/ecomm @ringiorocks, #ringio 888.727.5776
Notes de l'éditeur
- Sitting right here in these seats at the last Ecomm Conference, my partners Sam, Ashish and I got so inspired by the amazing presentations that – a few months later - we decided to start our own company. So, to eComm, and the community, thanks for the inspiration.and also thanks for pushing the conference back a few weeks JUST FOR US ;) – we really needed the extra engineering time to get the product ready for you today. So what is Ringio and what are we launching today?
- Ringio is a cloud-based rich calling platform for small and medium sized businesses. Today we offer an Adobe Air- desktop application for any computer or operating system and a full featured mobile client on Android. Ringio is fully web based and self serviceand for a 10 person company sets up in 10 minutes from start to finish. Knowing this crowd, some of you might already be using Ringio by the time I finish this presentation in about 5! ;)
- Since Rich Calling is not yet a widely established industry term, let me start with a quick summary of how we came up with Ringio and the key business problem we are trying to solve.
- These days everything important is explained in ‘tag clouds’, … so when you create a tag cloud of how customers describe their experiences when calling companies, the result would probably be something like that.
- To make matters wore, if you’d actually record exactly what they said it might look more like this ;)NOT GOOD
- On the other hand, if you’d ask employees how they feel about the phone calls they receive, you might see this … Well actually.
- And If you combine those two … it didn’t take a rocket scientist to figure out. It’s a mess.
- Large Enterprises or companies operating big call centers have been trying to solve this issue for years by applying a number of metrics.But there is only one metric that really matters. Speed to Satisfaction!! Despite the benefits of Twitter, LinkedIn or Facebook for business communication … Personal, real-time conversations are still the fastest route to satisfaction, but most telephone calls – especially in smaller companies - don’t achieve those objectives for customer or employee. Ringio is trying to solve this.
- Our research identified 5 Key areas that have the highest impact on customer satisfaction in the process of calling businesses: 1. Quality of the Automated System, 2. Reaching a / the right person, 3. Efficiency of conversation, 4. Emotional Connection, 5. Efficient follow up.
- We see the use of data in real-time as the key to improvements in all of these areas. So let me give you a quick demonstration of what a difference Rich Calling can make.
- So imagine receiving a phone call in your office. CLICKNormally you would only hear the phone ring …and MAAYYBE you catch the incoming CallerID on your office phone’s tiny display, which – if your office looks anything like mine - is likely covered with a tasty layer of coffee spills and muffin crumbs. ;) Now let’s try this again … RINGIO STYLE!
- You are working on your computer and a call comes in. This is what you would see.Now some of you might say, this looks awfully like a CTI pop. You're right. RINGIO is “CTI for the masses”. And potentially more.Our current version already features: Real-time display of relevant Contact InformationA history of notes taken in the context of the call –and shared with everyoneA customer interaction historyOne-click access to the most relevant websiteSync with Google contacts Most small businesses will not need anything beyond Ringio and this “CRM Light” functionalityto become more customer centric. All of this is available and ready for download today.
- Upcoming releases have support for SALESFORCE.COM and other major SaaS solutions in areas such as Sales & CRM, Marketing Automation as well as Ticketing and Support. So what’s unique about Ringio is that Ringio dynamically combines the most relevant snippets of information from multiple sources. In the context of a phone call, this is a game changing experience for smaller companies. So, with this, a sales rep can see that the hot prospect calling in, just opened a P1 support issue yesterday, so maybe not a good idea starting the call asking for the signature …Or the support agent can see that the annoyed and rude person on the line should not be ‘hung up on’, since he or she is in fact in the final stages of a huge purchase decision. This Rich Calling Information WILL influence our customers bottom line.
- Moving from the relatively mundane to the visionary, we know that one of the biggest drivers for better business conversations is the ability to emotionally connect with the caller. We are not claiming that we have figured this out completely. A lot depends on the specifics of any business, but early tests show that the display of relevant information pulled from multiple social networks can help people find ‘common ground’ more quickly. A shared connection, hobby or interest or the simple knowledge that the customer likes your favorite college basketball team can turn the conversational tide … before explaining the root cause analysis of your latest service glitch. ++Combine this with the power of geo-location based services and you can add a whole new layer of ‘relevance’ to a phone call that you’re about to receive or make. Consider a smart Ringio Foursquare widget that could warn you that a sales call you’re about to make to one of your biggest customers at 6 PM San Fran time will likely destroy his beauty sleep (and your deal), since he’s actually checked in Spain at the moment.
- We see rich calling as an industry effort to help millions of small companies treat their customers better when they call in for questions or support. With Ringio a small but vital ‘gear’ in the process of bringing together the worlds of data, CRM and telephony. Ringio is built to partner with a private-label version, so if you’re interested in the functionality but concerned about introducing another brand to your customers, please contact me and I will walk you through the various options. We also designed Ringio as a global solution, with preview versions in Spanish and German available, so “WennSie Ringio auf Deutsch habenmoechten” or you see an opportunity to “"complacer a tusclientes en espanol” then please give us a ring.
- My time is drawing to an end, so thank you for letting us present to you today. Partly as a token of our appreciation, but mostly for the selfish reason of getting as many critical, vocal and annoyingly perfectionist users of our product as humanly possible, we’d like to invite every Ecomm attendee to use the product for free until the end of July. After that,We’ll also offer a 10% discount off the published rates for as long as you want to use Ringio. Today is a humble beginning of a great idea and with your help, feedback and cooperation we can make rich calling happen for many businesses everywhere. Thank you very much.