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?

1. Mobilize your Customer Service

2. chat voice videoco-browsingclick2call
VIVOCHA IS A FULLY INTEGRATED
PLATFORM FOR MANAGING ONLINE
INTERACTION CHANNELS

3. SIMPLE+
SMART+
BEAUTIFUL+

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
!
Vivocha is seamlessly integrated with your
key business systems or contact center technologies
!
!
!
!
!
!
!
or you can use our APIs to integrate with any system
!
Agent Desktop + BackEnd + Analytics + CTI

7. Mobilize your Customer Service

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

11. Welcome Vivocha on the GO

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

14. Mobile SDK - iOS

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

17. EASY-TO-SETUP

18. FOUNDRY
(config)
Mobile service
General setting
Engagement
Interaction

19. EVENT-DRIVEN API
VivochaSDK posts NSNotification objects for many events:
!
agent available/unavailable
message received
contact terminated
custom actions

20. DYNAMIC BUTTONS
Side tab
Buttons

21. PROACTIVE POPUPS
modal dialogs
local notifications

22. CUSTOM CHAT INTERFACE
•balloons shape and colors
•background (different services can
have different look and feel)
•branding (with background logo)

23. PUSH NOTIFICATIONS
alerts
persistent (even when the iPhone is locked)
reliable (connections dropped, dead zones)

24. OUT-OF-THE-
BOX
INTEGRATIONS
Customer Info
Customer History
Shortcuts
Integrations
……

25. COLLABORATION
custom data
custom events (actions/questions)
assisted app navigation

27. GPS-based
GeoLocation
tracking

28. http://www.vivocha.com/features.html#mobile
LINKS
http://docs.vivocha.com/display/VVCJ/iOS+SDK
http://www.vivocha.com/
Vivocha goes Mobile
Request your Vivocha account
Learn how to

29. What’s Next

30. Mayday For the rest of Us

31. @vivocha
vivocha
info@vivocha.com
THANK YOU
vivocha