Creating a Mobile & Social Experience for Your Customer’s Lifestyle

Offer mobile & social support for increased engagement

Presented by Chris Ezekiel @chrisezekiel

Just a little about Creative Virtual • WHO WE ARE: Creative Virtual is a leader in self-service customer experience

solutions for over 10 years. • WHAT WE DO: Our technology helps optimise the customer support, sales,

marketing and call centre teams to reduce costs, increase online sales, and achieve operational excellence across mobile, web and social media channels

• WHO WORKS WITH US: Organisations like HSBC, Citibank, Autodesk, Verizon, Commercial Bank of Dubai, National Rail Enquires, RSPCA, Tesco Mobile, JP Morgan Chase, and Lloyds Banking Group rely on our technology.

• WHERE TO FIND US: We have offices in the UK, USA, Netherlands, Australia, India and Singapore. You can find us online at www.creativevirtual.com and follow us on Twitter @creativevirtual.

Show of Hands

Change in Lifestyle = Change in Channels

Source: The Autonomous Customer, 2013

Age is Not a Factor

Use of smartphones & social networking sites is on the rise across all customer age groups.

Growing Customer Expectations

Source: Gartner, 2014

Customer expectations continue to increase as they continue to be empowered by new technologies.

Companies Know It’s Critical

Source: The ‘Normalization’ of Social Customer Care, 2014

Yet 60% of companies are not formally supporting social customer care!

Where do I start?

1. Get to know the mobile & social customer

2. Create consistency across channels

3. Offer a convenient customer experience

Get to know the mobile & social customer

There will be seven billion smartphones in everybody’s hands in the next five years. Now, everybody is a digital customer, so doing things digitally is no longer a niche play. Doing things digitally is how the entire world communicates.

- Angela Ahrendts, CEO, Burberry

Source: The Business of Fashion, 2013

The Entire World is Digital Now

The Mobile Customer

Source: Predicts 2014: Customer Support and the Engaged Enterprise, Gartner, 2013

Today nearly 40% of Internet time is spent using a mobile device. By 2015, at least 60% of the Internet users will opt for mobile customer service applications as their first option.

The Mobile Customer

Source: Mobile Path to Purchase: 5 Key Findings, Google, 2013

The Mobile Customer

Source: Mobile Path to Purchase: 5 Key Findings, Google, 2013

The Social Customer

Today 72% of all Internet users are active on social media.1

71% of consumers that receive a quick brand response on social media are likely to recommend that brand to others.2

Sources: 1: Search Engine Journal, 2013 2: CeBIT, 2014

The Social Customer

Source: The Autonomous Customer, 2013

The Social Customer

Source: The ‘Normalization’ of Social Customer Care, 2014

Create consistency across channels

Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.

- Kevin Stirtz, Digital Marketing Expert

Source: Forbes, 2014

Every Contact Matters

Gartner’s Ensemble Interactions

Bring Content Together

Knowledge Management is Key Eliminate departmental & information silos

Manage all content from one platform

Easily identify gaps in information

Create customer-specific conversations for virtual & live agents

Deliver consistent messages across channels

Offer a convenient customer experience

Intelligent Virtual Assistants Be where your customers are, including mobile

& social channels

Deploy accurate & consistent answers across all channels

Flexible integration for seamless experience across channels

Always on & available 24/7

Engage with thousands of customers simultaneously

Live Demo

V-Person in Action: National Rail Enquiries

Mobile Banking

Moonpig & TSB Mobile Support with HTML5 Templates

National Rail Enquiries Integration with Facebook page

Lloyds Bank Link to Virtual Assistant on Twitter

Autodesk Troubleshoot on Twitter

Verizon Integration with Community Forum

Three Key Takeaways Get to know your customers’ lifestyle so you can

be where they are

Use a knowledge management tool to create consistency across channels

Create convenience by giving access to support & information when & where customers want it

Looking to the Future Mobile & Social continue to grow,

becoming essential channels for customer communication

Organisations become more widely hyper-connected

Cross channel interactions/awareness

Virtual Agents live online and offline (think kiosks and holograms)

Get in Touch With Me

By email: chris@creativevirtual.com On Twitter: @chrisezekiel On the web: www.creativevirtual.com