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TapTarget Messenger: Mobile customer service
V1.2 18/08/2014
2
About Taptarget
TapTarget is a mobile customer engagement & customer service platform.
Mobile marketing automation Mobile customer service
More info ? Visit www.taptarget.com
MESSENGER IN APP
TapTarget Messenger is TapTarget’s messaging component,
designed for personalized mobile customer engagement and
customer service
4
Push in-app messages
For native apps and web apps
Send personalized in-app messages based
on user activity, location and context
5
Smart contact button
Easily integrate a smart contact button in
your app
On product detail screens, in menu’s, in
navigation bar...
6
Messenger: chat features
Messenger module integrates with any
app (native & web apps)
Allows app users to ask questions, contact
sales or support...
Live chat and asynchronous messaging
supported
7
Messenger: call features
User can choose between chat & call
Call features include “call now”, call-back,
visual IVR and live waiting times
Integrates with your Vocalcom contact
center software
8
Messenger: visual IVR
User can select a topic before
starting a chat or call conversation.
The visual IVR defines the routing of
the chat or call message.
9
Messenger: select an available agent
User can select one of the
available agents.
For each agent the available
communication channels are
shown.
BACKEND
11
View app users, filtered by lead score, activity...
12
Send personal messages to app users
13
Answer incoming messages
14
Answer users based on their profile & context
15
Configure the Messenger in the app
INTEGRATION
TapTarget Messenger integrates with your contact center
17
Provide 360° view of caller to your agents
Real-time feedback
on waiting times etc.
User context,
location, interests
360° view on caller Omni-channel apps
18
Dynamic call & chat routing based on user
context, location and current topic
Questions? Call now !
and talk about this model
John is looking for a new car. He
uses the app to discover models,
look at prices and view technical
specs.
He discovers a model that he
likes, but he has a few
questions.
He clicks the smart
“Call now” button.
John is instantly connected to
the contact center, to an
operator specialized in this
specific model. No IVR !
John’s call is automatically routed to the right
operator, based on his topic (the car model he is
viewing), John’s context is transferred to the contact
center : language, location, page, choice, ….
19
Vocalcom integration
When a call or chat is initiated with the Smart Call Button, a dashboard is
automatically displayed for the best skilled operator, with the full user
profile.
The agent has full access to the customer information:
• Current topic the caller is looking at in the app or on the website
• Current location of user
• User top interests
• Full user profile and user context (activity, location…)
• The product or pages that customer has been looking for
• All customer interactions with the contact center
• CRM data from your CRM system
20
Contact us
Europe (HQ)
Grauwpoort 1
B-9000 Gent
Belgium
info@tapcrowd.com
+32 9 298 01 92
Brazil
Av. Chucri Zaidan 1550 CJ 905
Sao Paulo
Brazil
contato@tapcrowd.com
+55 11 3588 0400
Turkey
İnşirah Sk 25, Beşiktaş,
34342 Bebek Mh.
Istanbul
temas@tapcrowd.com

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TapTarget Messenger: mobile customer service in your app

  • 1. TapTarget Messenger: Mobile customer service V1.2 18/08/2014
  • 2. 2 About Taptarget TapTarget is a mobile customer engagement & customer service platform. Mobile marketing automation Mobile customer service More info ? Visit www.taptarget.com
  • 3. MESSENGER IN APP TapTarget Messenger is TapTarget’s messaging component, designed for personalized mobile customer engagement and customer service
  • 4. 4 Push in-app messages For native apps and web apps Send personalized in-app messages based on user activity, location and context
  • 5. 5 Smart contact button Easily integrate a smart contact button in your app On product detail screens, in menu’s, in navigation bar...
  • 6. 6 Messenger: chat features Messenger module integrates with any app (native & web apps) Allows app users to ask questions, contact sales or support... Live chat and asynchronous messaging supported
  • 7. 7 Messenger: call features User can choose between chat & call Call features include “call now”, call-back, visual IVR and live waiting times Integrates with your Vocalcom contact center software
  • 8. 8 Messenger: visual IVR User can select a topic before starting a chat or call conversation. The visual IVR defines the routing of the chat or call message.
  • 9. 9 Messenger: select an available agent User can select one of the available agents. For each agent the available communication channels are shown.
  • 11. 11 View app users, filtered by lead score, activity...
  • 14. 14 Answer users based on their profile & context
  • 16. INTEGRATION TapTarget Messenger integrates with your contact center
  • 17. 17 Provide 360° view of caller to your agents Real-time feedback on waiting times etc. User context, location, interests 360° view on caller Omni-channel apps
  • 18. 18 Dynamic call & chat routing based on user context, location and current topic Questions? Call now ! and talk about this model John is looking for a new car. He uses the app to discover models, look at prices and view technical specs. He discovers a model that he likes, but he has a few questions. He clicks the smart “Call now” button. John is instantly connected to the contact center, to an operator specialized in this specific model. No IVR ! John’s call is automatically routed to the right operator, based on his topic (the car model he is viewing), John’s context is transferred to the contact center : language, location, page, choice, ….
  • 19. 19 Vocalcom integration When a call or chat is initiated with the Smart Call Button, a dashboard is automatically displayed for the best skilled operator, with the full user profile. The agent has full access to the customer information: • Current topic the caller is looking at in the app or on the website • Current location of user • User top interests • Full user profile and user context (activity, location…) • The product or pages that customer has been looking for • All customer interactions with the contact center • CRM data from your CRM system
  • 20. 20 Contact us Europe (HQ) Grauwpoort 1 B-9000 Gent Belgium info@tapcrowd.com +32 9 298 01 92 Brazil Av. Chucri Zaidan 1550 CJ 905 Sao Paulo Brazil contato@tapcrowd.com +55 11 3588 0400 Turkey İnşirah Sk 25, Beşiktaş, 34342 Bebek Mh. Istanbul temas@tapcrowd.com