83%

of people confessed to being addicted to their smartphones

40%

of tweets… come from a mobile device

62%

of customer interactions are via mobile phones

[Mobile Is The New Face Of Customer Engagement]
Mobile devices will become the largest engagement channel for customers. Are You Ready?
Customer Engagement

Maximizing Customer Engagement with Mobile Apps

Customers are always connected. Mobile devices make it easy to communicate, and not just in traditional ways such as phone calls and text messages. Infinite new ‘apps’ provide ways to connect, whether dedicated to communicating such as ‘Skype’ or as a feature of an application designed to socialise.

We live in a world where people ‘prefer’ to be connected, although in a simpler, faster and actually less involving way. Not many people are happy to leave home without their phone, but are more than happy to not have a single phone call in place of a number of number of ‘tweets’ that day for example. People can ‘stay in touch’ with a much broader and far reaching audience, and in a simpler way, being mobile, connected and having an abundance of apps.

Customer Engagement - Social

Social Customer Service

Undrestand the social shift. 1 in 5 consumers say they have used social media for service in the last year (Amex) - 19% of customers want to be serviced on Twitter (Ovum) - 62% of consumers have already used social media for customer service; social media is an instant line of communication. 1 out of every 3 social media users prefer social care to using the phone (Connected Customer). Social networks in particular are a ‘game changer’.

Not only do ‘customers’ have an opportunity to continuously communicate in this simple way, but they have an extremely large audience available to listen. In quite specific terms, social networks give people a ‘massive voice’. Now combine this with the wealth of information that’s already prevalent in the digital world of the web being available on a mobile device, and the potential to increase the depth of knowledge being shared is exponential. An ‘always on’, connected, mobile device population with the ability to ‘participate’ in the broadest and far reaching conversations is fast becoming the real focus for any Contact Center Manager.

To provide some context, on average a Twitter user has around 208 followers. So each ‘tweet’ will be seen on all 208 followers timeline, with the potential to be seen by every one of their followers also. The opportunity of a simple tweet being seen by thousands then is very high. In fact Twitter itself makes it VERY easy to ensure as many people as possible see a tweet, and in a variety of ways.

So, it’s essential to be aware of what’s being discussed regarding your brand, products and services in social networks, not least because of the potential of ‘how many people’ could be seeing the discussion.

Often the complexities of handling so much unstructured content in a structured way is what stops businesses from being able to engage. Vocalcom’s social channel management capabilities however, make it not only possible, but provide some compelling revenue generating and customer care solution capabilities.

Queueing and Routing Social Interaction

Vocalcom’s Contact Center solution enables tweets to be ‘queued’ in a structured and organised way, routed based on content to the right agents, (skills based routing) and intelligently handled with consistent responses and resources, such as with pre-defined answers and media.

In fact Vocalcom’s social management capabilities enable social discussions to be further managed even if not queued precisely enough, as well as by exclusion. This is important, it’s not enough to treat social channels exactly the same way as all the other ‘serial interaction’ channels such as voice, web chat, SMS and email. Social channels often require the ability to let that larger audience also participate in replying to or acknowledging a tweet and there is the issue of ‘sentiment’ also, all of which is considered as part of the Vocalcom social management capability design.

Vocalcom’s social channel management capabilities enable a company to manage 10’s of 1,000’s of tweets in a single hour. By manage we mean truly engage and respond accurately, consistently and appropriately.

From One-to-Many to One-to-One

Of course, once an agent engages with a customer on a social network, it can lead to discussion that might well be something a customer isn’t happy to continue with so publically. The Vocalcom multichannel solution, incorporates the ability to switch from social discussion to a voice call or web chat with a few clicks, effortlessly and quite transparently.

This is often overlooked when it comes to managing social channels, but being able to switch so simply between media’s is crucial to the successful implementation of a social contact management strategy within the Contact Center. Vocalcom makes it easy.

Customer Engagement - Mobile

Mobile Devices Are Key to Customer Engagement

Vocalcom Mobile solution enables you to create mobile applications optimized for customer engagement. Vocalcom brings customers so much closer to businesses, through mobile capabilities that customers enjoy using. In fact so much so, by measure of these capabilities alone, they are far more likely to remain loyal customer.

Of course mobile IVR, enabling customers to connect with a few clicks and provide infinitely more information directly about a call from the mobile device is entirely available. Where it gets far more interesting however, is with ‘self-learning’ applications running in the background.

Vocalcom’s mobile support enables customers to deploy applications that actually ‘learn’ about their customers interests, needs and preferences based on how they use their mobile phone. So for example, a customer can allow the Vocalcom mobile app to ‘profile’ them based on how they use the web on the device. Information searched for in a search engine can provide insight into what a customer might want to hear about in terms of product or service offers.

In fact, Vocalcom’s ground breaking mobile application capabilities enable the ability to provide ‘relevant’ offers at precisely the right time also. Consider this scenario; a customer quite often looks for a specific make and model car in their mobile phone browser. As they are driving past a relevant dealership, an application offers the customer a ‘test drive’ of the make and model they have been researching. It sends them a map and allows them to confirm the test drive time slot as well as who will be available to greet them today. This is precisely the kind of application the Vocalcom solution enables businesses to provide.