news online xchange - august 2011
DESCRIPTION
News Online Xchange (NOX) is the offi cial monthly business newsletter of New Media Services Pty. Ltd. It serves to give up-to-date information on the products and services under the NMS brand, as well as news involving the Web and Mobile industries.TRANSCRIPT
News Online XchangeNews Online Xchange (NOX) is the o�cial monthly business newsletter of New Media Services Pty. Ltd. It serves to give up-to-date information on the products and services under the NMS brand, as well as news involving the Web and Mobile industries.
AUGUST 2011 ISSUE AUGUST 2011 BUSINESS NEWSLETTER
www.newmediaservices.com.au
Customer Care Goes Mobile
instant messaging
electronic-mailShort Message Service (SMS)
web to mobileA simple case study on the integration of SMS-based live chat and customer care.
XYZ Company, a travel products and services provider wanted to leverage the exponential growth of the mobile medium and deploy an easily accessible and easy-to-use mobile platform to further ensure seamless communication with its customers.
The Objective
2010 8
22
54
131
215
327
(PB per month)
Handset data traffic per month, 2010 - 2015
Mobile data revenues (not including SMS charges) are forecast to make up 87 percent of all data revenue for the carriers by 2015.
2011
2012
2013
2014
201529.3%
Asia - Pacific (APAC)
Western Europe (WE)
North America (NA)
Source: Cisco VNI Mobile, 2011Source: Coda Research Consultancy 2010
Japan
Latin America (LATAM)
Middle East & Africa (MEA)
Central & Eastern Europe
Global Mobile Data Traffic Forecast by Region
Petabytes per Month
7,000
3,000
92% CAGR 2010-2015
0
2010 2011 2012 2013 2014 2015
26.3%
15.7%
9.2%
7.8%6.2%5.5%
www.newmediaservices.com.au
The StrategyThe StrategyThe Strategy
The ResultThe ResultThe Result
AUGUST 2011 ISSUE AUGUST 2011 BUSINESS NEWSLETTER
XYZ Company partnered with a mobile customer care and marketing services provider as well as a live chat provider to offer mobile live chat via SMS to its customers.
This tactic not only enhances customer loyalty, with an 80 percent retention rate when customers use mobile live chat services, but also holds the line on staffing costs for the XYZ Company, as mobile live chat lets customer service agents handle up to four chats at once.
The adoption rate of mobile of mobile chat versus PC-based Internet chat happens so quickly.
Users tend to use mobile chat even though they were within reach of their PC.
Early indications show that because of the common use of SMS, typing was not an issue or deterrent of using mobile chat.
XYZ Company partnered with a mobile customer care and marketing services provider as well as a live chat provider to offer mobile live chat via SMS to its customers.
By extending their service to the mobile device, their customers are no longer dependent on a laptop and WiFi connection to change a ticket or communicate with a travel agent – they can access a live travel agent via SMS chat instantly and from almost anywhere.
LIVE CHAT
"As our travelers often n�d to make travel reservations at �e last minute, �e ease-of-use and instant access of mobile live chat fur�er empowers �e customer by providing anytime, anywhere customer care. By providing access to a live agent via mobile text, we can increase loyalty and f�ge long-lasting relationships wi� our customers. In addition, mobile live chat service opens �e do�s to new revenues �rough ads and supplementary service offerings."
~ CEO of XYZ Company
Efficienc�Effectiveness Surprising FactsSurprising FactsSurprising Facts
QualityCustomer
Satisfaction
ReducedCost
IncreasedProfit
www.newmediaservices.com.au
The Strategy
The Result
AUGUST 2011 ISSUE AUGUST 2011 BUSINESS NEWSLETTER
XYZ Company partnered with a mobile customer care and marketing services provider as well as a live chat provider to offer mobile live chat via SMS to its customers.
This tactic not only enhances customer loyalty, with an 80 percent retention rate when customers use mobile live chat services, but also holds the line on staffing costs for the XYZ Company, as mobile live chat lets customer service agents handle up to four chats at once.
The adoption rate of mobile of mobile chat versus PC-based Internet chat happens so quickly.
Users tend to use mobile chat even though they were within reach of their PC.
Early indications show that because of the common use of SMS, typing was not an issue or deterrent of using mobile chat.
XYZ Company partnered with a mobile customer care and marketing services provider as well as a live chat provider to offer mobile live chat via SMS to its customers.
By extending their service to the mobile device, their customers are no longer dependent on a laptop and WiFi connection to change a ticket or communicate with a travel agent – they can access a live travel agent via SMS chat instantly and from almost anywhere.
LIVE CHAT
"As our travelers often n�d to make travel reservations at �e last minute, �e ease-of-use and instant access of mobile live chat fur�er empowers �e customer by providing anytime, anywhere customer care. By providing access to a live agent via mobile text, we can increase loyalty and f�ge long-lasting relationships wi� our customers. In addition, mobile live chat service opens �e do�s to new revenues �rough ads and supplementary service offerings."
~ CEO of XYZ Company
Efficienc�Effectiveness Surprising Facts
QualityCustomer
Satisfaction
ReducedCost
IncreasedProfit
www.newmediaservices.com.au
Email has become more critical to the communications needs of small and large organizations than the telephone, real-time communications systems, fax or even in-person meetings.Email has become more critical to the communications needs of small and large organizations than the telephone, real-time communications systems, fax or even in-person meetings.Email has become more critical to the communications needs of small and large organizations than the telephone, real-time communications systems, fax or even in-person meetings.
WHY YOUR COMPANY SHOULD CONSIDER AN ALTERNATIVE EMAIL PLATFORM
Organizations should create customer service plans that mirror the modern, mobile consumer.
Organizations should create customer service plans that mirror the modern, mobile consumer.
Organizations should create customer service plans that mirror the modern, mobile consumer.
“A survey conducted by Osterman Research in March 2009 found that the typical user spends two hours and 32 minutes on a typical workday doing something in their email client.
By contrast, that user will spend slightly less time on a typical day attending in-person meetings and talking on the tel-ephone combined.”
AUGUST 2011 ISSUE AUGUST 2011 BUSINESS NEWSLETTER
SOURCE: Reference: http://www.mobilemarketer.com/cms/resources/case-studies/8062.html
Wi� �e explosive grow� of mobile devices and �e "instant access"Mentality �ey �ing, businesses must continue to shift �eir perceptions �at today's consumer wi� go out of �eir way to s�k assistance.
What organizations of all sizes need is an email capability that is highly reliable, highly scalable and inexpensive to operate.
Wha� Doe� �i� Mea�?
Email systems must satisfy a variety of requirements for various
entities in an organization
Email systems must satisfy a variety of requirements for various
entities in an organization
Email systems must satisfy a variety of requirements for various
entities in an organization
Business managers must be able to ensure that email services,
including robust security capabilities, are maintained as
inexpensively as possible.
Business managers must be able to ensure that email services,
including robust security capabilities, are maintained as
inexpensively as possible.
Business managers must be able to ensure that email services,
including robust security capabilities, are maintained as
inexpensively as possible.
The growing interest in cloud-based computing means that email
services that are maintained by service providers must also be
robust and able to support users in organizations large & small
The growing interest in cloud-based computing means that email
services that are maintained by service providers must also be
robust and able to support users in organizations large & small
The growing interest in cloud-based computing means that email
services that are maintained by service providers must also be
robust and able to support users in organizations large & small
Users must be able to access email whenever and wherever they are located, including from their home
computers and from mobile devices.
Users must be able to access email whenever and wherever they are located, including from their home
computers and from mobile devices.
Users must be able to access email whenever and wherever they are located, including from their home
computers and from mobile devices.
IT administrators must be able to deploy, configure and manage the email systems with as little effort as
possible.
IT administrators must be able to deploy, configure and manage the email systems with as little effort as
possible.
IT administrators must be able to deploy, configure and manage the email systems with as little effort as
possible.
www.newmediaservices.com.au
Email has become more critical to the communications needs of small and large organizations than the telephone, real-time communications systems, fax or even in-person meetings.
WHY YOUR COMPANY SHOULD CONSIDER AN ALTERNATIVE EMAIL PLATFORM
Organizations should create customer service plans that mirror the modern, mobile consumer.
“A survey conducted by Osterman Research in March 2009 found that the typical user spends two hours and 32 minutes on a typical workday doing something in their email client.
By contrast, that user will spend slightly less time on a typical day attending in-person meetings and talking on the tel-ephone combined.”
AUGUST 2011 ISSUE AUGUST 2011 BUSINESS NEWSLETTER
SOURCE: Reference: http://www.mobilemarketer.com/cms/resources/case-studies/8062.html
Wi� �e explosive grow� of mobile devices and �e "instant access"Mentality �ey �ing, businesses must continue to shift �eir perceptions �at today's consumer wi� go out of �eir way to s�k assistance.
What organizations of all sizes need is an email capability that is highly reliable, highly scalable and inexpensive to operate.
Wha� Doe� �i� Mea�?
Email systems must satisfy a variety of requirements for various
entities in an organization
Business managers must be able to ensure that email services,
including robust security capabilities, are maintained as
inexpensively as possible.
The growing interest in cloud-based computing means that email
services that are maintained by service providers must also be
robust and able to support users in organizations large & small
Users must be able to access email whenever and wherever they are located, including from their home
computers and from mobile devices.
IT administrators must be able to deploy, configure and manage the email systems with as little effort as
possible.
JULY 2011 ISSUE JULY 2011 BUSINESS NEWSLETTER JULY 2011 ISSUE JULY 2011 BUSINESS NEWSLETTER AUGUST 2011 ISSUE AUGUST 2011 BUSINESS NEWSLETTER
Email is a critical tool for users in organizations of all sizes.For Low-end Enterprise Environments
It must be easy to install, configure and manage, particularly for organizations or satellite offices of larger organizations that may not have a dedicated IT staff. It must require as little additional expertise and infrastructure as possible. It must have a low cost of acquisition and management. It must provide robust security and filtering capabilities to protect against the growing variety o spam and malware traversing the Internet.
For High-end Enterprise Environments
Calendaring, sharing and permissions Detailed reports and usage statistics Custom filtering and message rules. Integration with other network systems High availability and basic clustering
Source: http://www.axigen.com/articles/an-osterman-research-white-paper-axigen-the-alternative-for-exchange_56.html
LOOPLOOP Simplicity and Accessibility Combined
Commercial Benefits FEATURES
LOOP is an all-around online platform for SMS exchange, WAP chatting, Email response and Instant messaging that delivers what clients and their end-users deserve.
Real Time ResponsesDemo using your own Mobile PhonesUnassigned Messages Notifications via SMS or EMAILExpiration Period for UsersTime Stamp (Time Zones)Subscribers Lifetime Value ReportCustomize Auto MessageDaily/Unique Subscribers Report
SMS Chat IM Chat
WAP Chat Moderation
Emails Bulk SMS
MoBiGo
for the September issue of NOX!
Text Alerts & Bulk SMS PlatformsText Alerts & Bulk SMS Platforms
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