Real-time messagingfor

your customer service

November 2015

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“No other app category competes with the level of

engagement that messaging apps have” – CPO Tictail

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100% 192%

320%

617%

844%

100%

102%124% 150%

178%

218%

334%

489%

680%

2011 2012 2013 2014 2015

Mobile Messaging MAU* E-Commerce Sales** M-Commerce Sales***

*Combined #MAU of: Whatsapp, FB Messenger, WeChat, Skype, Snap- chat, Viber, Line, Kakaotalk**http://www.statista.com/statistics/261245/b2c-e-commerce-sales-worldwide/*** http://www.statista.com.login.bibproxy.whu.edu/statistics/324636/mobile-retail-commerce-revenue-worldwide/

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• Whatsapp, FB, etc. created an environment in which

instant transmission and quick responses are expected

• Information is accessible and comparable, everywhere,

even in-store and across countries

• Cater to the increased service speed expectations!

Instant communication and

information is expected

Mobile shopping has to be

convenient

Mobile devices generate

more data

• 34% of E-commerce is mobile* – and counting

• Smaller screen sizes and mobile data requires

responsive design and new approaches

• Build on a system that was developed mobile-first!

• E-commerce businesses increasingly analyze and

personalize their mobile appearance

• Users become accustomed to tailored offerings

• Stay competitive in this fast-paced environment!

What are the challenges for online shops that arise from

advancing mobile technology?

*http://de.statista.com/infografik/3059/anteil-der-mobilen-ecommerce-transaktionen/

Tictail’s in-app messaging solution –

How messaging creates a unique customer experience

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Thousands of stores sell via online

marketplaces in a similar fashion:

• Online and mobile channels to offer own

products and 3rd party merchandise

• Boutique-style browsing, filtering and

custom UX design

• BUT no equivalent to asking an in-store

clerk an immediate question

Regular Online Shop Tictail’s Messaging

Use MDKs context messaging infrastructure

to differentiate your service

In-app instant messaging solution, directly

connection customer and store:

• Real-time customer service with

integrated picture/content sharing

• Location/behavior-dependent

coupons/notifications to entice purchases

• Customer-engagement possibility with an

immediate impact

Location Features

Emphasis on geolocation services

to allow for geofencing – dependent

coupons & more.

Introducing MDK: a white label messaging infrastructure

for messaging & context rich applications.

Highly scalable infrastructure

Capable of absorbing any growth

needs and designed to seamlessly

integrate with third party services.

Safety & Encryption

All customer communication and

data is encrypted and hosted using

industry security standards.

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Messaging

Send text, audio, picture and video

messages to single shoppers or

groups of customers.

User Profiles

Provide complete user profiles, with

customisable transaction history and

3rd party social media integration.

Content & Data Storage

Securly upload & send content within

the MDK infrastructure or store it for a

later purchase.

Use Case: Mobile customer service –

Real-time engaged users to increase your sales

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In-app & In-store

Live Customer Service

Payment & Content

All interaction remains within the application, captivating the user

No order numbers required, one continuous interaction flow

A holistic experience in the shopper’s familiar design environment

User instantly reach out to a customer representative via messaging

Personal request handling boosts retention rates significantly

Incentivize the customer on the spot with special coupons

With MDK you can handle safely encrypted transactions in the app

Share & store product pictures, files & more during the chat

Use biometric information to protect your account information

Use Case: Context analysis technology–

Analyze, understand, target, convert, repeat

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Analysis Dimensions

User demographics

Purchase Location

Transaction types

Return behavior

Device features

Track location, browser & device details each visit

Load MAC-ID details and historic information

Analyze browsing behavior & adapt content

1Pre-Purchase

Mid-Purchase

Individual pricing according for each user profile

Session duration & click behavior captured

Increase conversion through live-discounts

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Post-Purchase

In-app newsletters for personalized marketing 2.0

Push coupons to prior customers in store-proximity

Derive return patterns from the combined data

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MDKs feature set is to provide opportunities to build

messaging platforms and allow third party integration.

MessagingSend text, audio, picture and video

messages to single contacts or groups.

User ProfilesProvide complete user profiles,

including customisable themes and

third party social media integration.

Location ServicesShare specific location data and geo-

tag messages by activating the

location services functionality.

Content & Data StorageSecurley upload, store & send content

within the MDK infrastructure or

through third party services.

Authentification & VerificationSecured user authentication via

validated phone numbers or social

media profiles.

NotificationsPush notifications for messages and

events to specific contacts or groups.

VOIPTransmit voice data and set up

mailboxes for missed calls.

Third Party Services Integrate third party content platforms,

such as YouTube and allow sharing of

internal data to outside web properties.

EventsCreate and manage events for private

and public audiences.

Polls & RemindersAllow the creation, sharing and

exporting of context based polls and

reminders.

Streaming & ConferencingStream video and voice live to follower

audiences or within a private and

secure environment.

Location Search & DiscoveryImplement any number of location

based search and discovery features.

PaymentsSend and receive money through third

party payment wallets, such as Google

Wallet or PayPal.

Content PlatformsBuild a content platform and

marketplace, to allow the exchange of

user generated content.

Voice RecognitionTransform audio into text.

Follower ChatsEnhanced administrative capabilities

for VIPs, themes and events.

AnalyticsAdvanced user administration and

analytic capabilities.

Translation ServicesEnhance your communication

capabilities with translation from

services such as Google Translate.

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The MDK architecture – Providing a full stack mobile

environment solution.

1

2

3

4

2. MESSAGING BACKEND

Highly available server cluster

3. SERVER INFRASTRUCTURE

Lightweight communication

protocol based on MQTT

1. MESSAGING PROTOCOL

Client integration via APIs

and cross platform SDKs

4. CLIENT INTEGRATION

Highly scalable messaging

application server

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Multi C

hannel M

essagin

g

The MDK architecture is flexible and designed to

integrate third-party sources and content providers.

MDK Services

Database Options

Contacts

Third-Party Services & Content

Providers

Cloud based On-premise

Push

NotificationsMessaging

ProfilesLocation

features...

Analytics Administrative Services

MQTT / HTTP API

MQ

TT

/ H

TT

P A

PI

Online Shops

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US Office

101 West Broadway, Suite 110,

9101 San Diego, California, USA

German Office

Borsigstraße 9

10115 Berlin, Germany

MDK Labs GmbH

Kilian Thalhammer

Email: kilian.thalhammer@mdk.io

Phone: +49 160 47 84995

Russian Office

Sheremetyevskaya 6 bld. 1

129594 Moscow, Russia

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