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SMS Text Messaging Solutions for:Customer Service
Questions and AnswersComments and Feedback
Customer Relationship Management (CRM)More info at:
www.mosio.com
Interactive. Mobile. Engagement.
The Communications Shift: Less Telephone Talk
Recent business phone calls study…* Only 26% of calls placed during business hours were answered by a person.
* 80% of callers didn’t leave a voicemail.
* 55% of callers never called back.(Based a study of 8,000 business calls by RentLinx)
Talking on the phone has become an inconvenience.
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Americans send and receive twice as many text messages as phone calls per month. (Nielsen Mobile)
Text messaging has overtaken email and instant messaging as the main form of communication for college students. (Technology Marketing Corporation)
131 million mobile phone owners use text messaging. (Pew Internet Project)
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Interactive. Mobile. Engagement.
Texting is the New Talking
Customers have opinions and express them whether or not companies are listening.
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Feedback can only be effective when information is captured: a) From those who represent the general population of your customer base.b) At the point of consumption.
Interactive. Mobile. Engagement.
Opinions: Customers Will Be Heard
• Labor and time intensive.
• Cards need to be manually distributed, collected, delivered and transcribed.
• Time lost from card completion to data analyzed.
• Hardware and user interface unfamiliar to responders.
• Ongoing hardware management (repairs, recharging, loss prevention) required.
• 800 number toll fees for companies, mobile minutes for many customers.
• Staff required to answer phones, limiting open hours.
• Consumers don’t like calling companies, being on hold, phone trees, etc.
• Customers have to remember to go online later.
• Missing out on “point of consumption” opinions and ideas from customers.
Comment Cards(Printed)
Telephone
OnlineFeedback
Type Challenges and Limitations
Comment Cards(Electronic)
Current Customer Feedback Types and Their Limitations
Interactive. Mobile. Engagement.
Customer Feedback With Mosio
Most companies currently utilize old methods:
• 800 Telephone Numbers• Web URLs
These methods are costly, time consuming and don’t fit with consumers increasingly mobile lifestyles.
Interactive. Mobile. Engagement.
Traditional Customer Feedback and Comments
+ =• Point of experience feedback.• Efficient data collection/processing.• Additional marketing opportunities.
Mosio enables companies to capture feedback from customers on mobile devices using text messaging (SMS).
With Mosio, Companies Benefit From:
Interactive. Mobile. Engagement.
Customer Feedback and Comments Using Mosio
SMS
2-way mobile messaging to collect and manage comments, suggestions and questions in real-time.
Interactive. Mobile. Engagement.
Mosio’s Web-Based Two-Way Text Messaging Solution
Customers text from mobile phones… You respond via a web-interface.
Capture, analyze and export data.
Utilize metrics to make important decisions.
Manage direct customer dialogue via text messaging.
Interactive. Mobile. Engagement.
Mosio’s Analytics and Reporting
Engage and Capture
1. Engage - Engage customers at the point-of-experience, during key moments of consumption, via the customer’s mobile device.
2. Capture - Utilizing text messaging and mobile email, Mosio lets customers provide direct feedback in their own words.
Interactive. Mobile. Engagement.
Mosio 4 Step Process - Steps 1 and 2
Analyze and Respond
3. Analyze – The sentiment, meaning and nature of each topic can be assessed upon receipt and action assigned as to how to respond.
4. Respond – Customers who provide feedback or suggestions want a response.
Mosio provides brands with an efficient way to receive and respond quickly to customers or collaborate with the appropriate department to take action.
Interactive. Mobile. Engagement.
Mosio 4 Step Process - Steps 3 and 4
"Mosio makes it easy.”- Krystal London, Mobile Industry Review
“Mosio presented Microsoft the perfect opportunity to combine mobile, community and discovery in a social and interactive environment.”
- Hunter Hoffman, Universal McCann
“Mosio is a mobile marketing agency that is on the cutting edge of how the mobile space is adapting to the way people use their phones to communicate.”
- Murray Newlands, Digital Marketing Consultant
"Using Mosio has given us a new way to speak with our clients and consumers; one that is simple for them and effective for us!”
- Andrew Loos, Attack! Marketing
"Mosio's service opens up a whole new world for us, giving us an easy-to-use component, increasing student access to KU Info.”
- Curtis Marsh, KU Info Program Director
"Mosio has done something very smart.”- Greg Sterling, Local Mobile Search
© 2010 Mosio, Inc
Buzz
Interactive. Mobile. Engagement.
Web: www.mosio.comEmail: [email protected]: 877.572.9953Text: ASKMO to 66746
© 2010 Mosio, Inc
Contact
Interactive. Mobile. Engagement.
