HOTEL

HOTEL

Kiosk

Closed

UPGRADEMe

Congragulations Anna you are our

lucky winner todayRick

How Brands Solve Customers’ Problems on the Road

With today's mobile customer experience, customers are becoming more informed and empowered, and they expect immediate brand contact

through social media, SMS or mobile chat. The days of waiting for hours to resolve traveling issues are quickly fading.

1. https://www.tune.com/blog/global-mobile-why-2016-is-the-global-tipping-point-for-the-mobile-economy/

2. http://blogs.forrester.com/kate_leggett/16-01-28-online_self_service_dominates_yet_again_why_its_an_e�ortless_way_to_get_to_your_answers?cm_mmc=RSS-_-BT-_-63-_-blog_2629

3. https://www.icmi.com/Resources/Customer-Experience/2016/01/Customer-Service-Trends-in-2015-and-What-They-Mean-for-2016

4. https://www.brandwatch.com/2015/02/marketing-provide-great-customer-service-via-social/

5. https://www.icmi.com/Resources/Customer-Experience/2016/01/Customer-Service-Trends-in-2015-and-What-They-Mean-for-2016

6. https://www.exacttarget.com/sites/exacttarget/�les/deliverables/etmc-2014mobilebehaviorreport.pdf7. http://www.theharrispoll.com/

8. http://www.business2community.com/digital-marketing/tips-measuring-roi-digital-marketing-01122743#JGI1j0OlHXKm1t9L.97

SOURCES

www.touchcommerce.com

I was trying to book a

hotel room for my

European vacation on

the BestHotel mobile

app but had some

questions. So they

offered to chat with

me and helped me book

a beautiful room in

Tuscany!

On my way to the hotel from the airport, I got an email from BestHotel regarding my check-in. So I clicked the link in that email and it took me to a chat on their mobile web-site where the rep solved the issue immediately. How cool is that???

My hotel room was not

as clean as it should be.

I was so annoyed that I

tweeted about it, to

which the manager

responded with a link to

chat on their website. 10

minutes later the

cleaning service was

knocking on my door!

I'm so lucky that the winery in Tuscany offers reservations via SMS chat! Did you know that mobile data costs a fortune when you are outside of your country??? SMS chat was cheaper!

Early this morning I walked

to the pier and tried

to

book a sightseeing cru

ise for

the afternoon. The k

iosk

wasn’t open yet, but

they

had a QR code on th

eir

sign. I scanned the QR

code

and booked the tour

after

chatting with the bo

oking

agent and even got a

really

good deal :)

Wouldn’t you know, I had an accident with my rental

car! So I called the rental company. One of the phone

options was to start a mobile chat instead of waiting on hold. They not only registered the damage,

but sent someone out to pick us up!

Coming home! While waiting for my flight in

the airport, I saw an airline ad offering seat upgrades. I texted “upgrade” to the number

on the ad and chatted with Rick. Now I have a

fully-reclining seat and champagne to toast to my adventures abroad!

of companies think mobile customer service is a competitive differentiator

Create lasting customer relationships with:

Make social engagement matter with:

62%

of customers want a response on Twitter WITHIN AN HOUR - a number that rises to:

if they have a complaint

72%

Provide immediate, convenient customer engagement with:

of customers would prefer to text customer service64%

Convert shopper interest into real purchases with:

OF MEN OF WOMEN56% 39%

Transition your clients to online service with:

of customers feel it takes too long to reach a live call agent

75%

Transform your media message into a rich, interactive conversation with:

According to a Microsoft Advertising research report, DIGITAL ROI outperforms TV, print, radio, and outdoor ROI. If digital is added to these media channels, it enhances their effectiveness

TouchCare

TouchSocial

TouchSMS

TouchStore

TouchConnect:

TouchMedia

IVR to digital

Online chat adoption among customers has significantly risen in the past few years:

Boost conversion rates with:

TouchSell

2009 2012 2015

38% 43% 65%

have scanned QR codes to gain quick access to information

&

53%

LET’S SEE HOW ANNA’S VACATION IS INFLUENCED BY THE MOBILE CUSTOMER EXPERIENCE.