Mobility makes it incumbent to have the ability to serve customers on their channel of choice. Find out how to create true Social CRM by serving customers on all channels (voice, SMS, social media) and integrating data across these sources.

1. MOBILITY –
A SELF-SERVICE PARTY IN YOUR POCKET…
(OR PURSE)
Tobias Goebel
Voxeo
@tpgoebel
#mobilecx

2. Multi-Channel Service
@tpgoebel
#mobilecx
Today’s customers traverse multiple (self-service) channels until they
decide to reach out to a human for help
Company’s Website Web Search Social Networks Email, Contact Center:
Fax, … Chat & Talk
…
Issue
Email, Contact Center:
Company’s (Web) App Web Search Social Networks SMS, … Chat & Talk

3. Mobile Customer Experience
@tpgoebel
#mobilecx
There’s more to mobility than just
“There’s an app for that!”

4. Vendor Landscape – before Mobility Revolution
@tpgoebel
Service Channels #mobilecx
Chat
Web Vendors C
Email
Resolution
IVR/Voice Vendors B Vendors A
Time
? Self-Service Contact Center

5. Vendor Landscape – after Mobility Revolution
@tpgoebel
Service Channels #mobilecx
Social Vendors E
Apps Vendors D
Chat
Mobility Revolution has created
cluttered vendor landscape
Web Vendors C
Email
Resolution
IVR/Voice Vendors B Vendors A
Time
? Self-Service Contact Center

6. Vendor Landscape – How it Should be
@tpgoebel
Service Channels #mobilecx
Social
Apps
Chat
Web
Email
Resolution
IVR/Voice Vendors A
Time
? Self-Service Contact Center

7. #CustServ Macro Trends
@tpgoebel

8. Solution: Multi-Channel Platform
@tpgoebel

9. Design Once, Deploy Anywhere
@tpgoebel
IVR Mobile Web/Apps
... Please make your
choice: Service plan
manager, contact
data, billing, or
support.
Texting
(SMS, Twitter, F
B, Chat)

10. IVR & Contact Center: Solve the Disconnect
@tpgoebel
Hello and
“CTI”
#mobilecx
welcome back to
Prime Insurance!
Please enter
your account
number.
3–5–7–0
–8–7–1
Thanks. I can see
you have an open
claim in our
system. Would you
like to talk to
an agent about
this?
Yes please!
Good afternoon Mrs.
Myers. I can see you
are calling in to hear
about your latest
claim…

11. App & Contact Center: Solve the Disconnect
@tpgoebel
#mobilecx
 Click-To-Talk
 Context-sensitive, in-app phone
experience
• Do NOT leave app to make phone call into
call center. Seamless experience
 Send context of transaction history
to agent via “CTI” bridge
 Call volume concerns?
Only offer button…
• …to valued customers
• …to those that have tried self-service already
• …if queue status permits

12. Main Challenge
@tpgoebel
#mobilecx
CRM
ERP
Challenge for successful multi-channel support:
Cross-Channel CRM
DB
Common Access

13. Get Cross-Channel Reports & Analytics
@tpgoebel
#mobilecx

14. No one Channel to Rule Them All…
@tpgoebel
#mobilecx
Confirm via SMS
Use Channels for what they are best
suited for
Backend
generates Switch channel to
reminder perform more
complex transaction

15. Can you rent a car in 13 seconds?
@tpgoebel
#mobilecx
Twitter and SMS are the most convenient
self-service channels out there
Store customer’s Twitter ID in
customer profile

16. Personalize your Portals
@tpgoebel
#mobilecx
Not all customers are equal...
...
...but when it comes to self-
service, we sometimes still
treat them all the same

17. Personalization: Why?
@tpgoebel
#mobilecx
Improve Caller
Experience
Optimize thru
Reporting and Up-Sell and
Analytics Cross-Sell
Lower Increase
Maintenance Automation
Costs

18. Personalization on different levels
@tpgoebel
Group Level 1:1 Personalization
• Customer segment • Account-specific
• Customer value announcements
• Language preference • Relevant menu choices
• Address or region • Remember last transactions
• ... • Shortener or longer dialogs
• ...
I can see you were
trying to book a car using our
app, but could not complete that
We are aware of an outage in
transaction. Would you like to
your area. Would you like to
speak with an agent?
retrieve a call when power has
been restored? Wie ich sehe haben Sie kürzlich
It seems like you are calling in einen Schaden gemeldet.
again to transfer money from Unsere Schadensabteilung wird
your checkings to your savings sich bald mit Ihnen in
account? Verbindung setzen…

19. Application Lifecycle Management
Debugger, Trace Viewer, Control Center
Phone-less testing,
Load Testing VoiceObjects Analyzer
VoiceObjects Desktop
Grammar IDE
Storyboard Manager
Project
Documentation

20. Address Security Concerns
@tpgoebel
#mobilecx

22. CONTACT
TOBIAS GOEBEL
SR. SOLUTIONS ENGINEER
TGOEBEL@VOXEO.COM
@TPGOEBEL