Action at the Moment of Truth · Because traditional IVR can’t solve all issues 32% drop the call when asked to hold after a lengthy IVR 87% users find traditional IVR being irritating

App on-demandA c t i o n a t t h e M o m e n t o f T r u t h

powered by Dotlines | Singapore

92%

62%

85% 71%

85% 70%

Prefer visualmenu

Prefer digital channel for service inquiries

Preferself-assistance

Customers change companies due to poor service

MY population use smartphones

Containment achieved using VIVR

-Statista, Cisco, Gartner & MCMC

Digital interaction is the core of CX

Because traditional IVR can’t solve all issues

32% drop the call when asked to hold after a lengthy IVR

87% users find traditional IVR being irritating

79% negative word-of-mouth has poor IVR as root cause

63% stops taking service for bad IVR experience

83% believe they don’t get quick support

Survey Report of ‘19

~ $300k Average development

cost for 1st year

Is app the only solution then?

~ $5Cost per new

customer acquisition

49%Users don’t download

due to privacy issues

3%Customers retain any

business app after 3 months

Maybe not

Thus the traditional interactions remain dominant

70%30%

SMSIVREmail Agent

Mobile

app

Traditional CX Digital CX

We have a solution to bridgeBetween digital and traditional ways of customer interactions

INTRODUCING

Automated AV interaction

Human like conversation

Fully drag-n-drop customization

End-to-end reporting

touch locationcamera biometric

CALL

CLICK

BROWSE

ASSIST

Connecting with customers through digital, outbound & inbound for promotion & query resolutions

Customers opting-in to get faster & visually aided service just at a click and receive app on-demand link as a message

The link will redirect the customers to an audio guided site where they’ll find everything simple, vibrant and functional They’re eligible to connect

anytime to the RPO or live agents via call or chat for further assistance

01

02

03

04

Your app on-demand

Achieve High FCRStudies have shown that for companies who have invested in digital self-assistance, their FCR rates have shot up

Boost CX SatisfactionMcKinsey reports that 76% of customers who have opted for digital or semi-digital journeys have been highly satisfied by using it as opposed to traditional media such as IVR

Save Costs30% Savings in customer service

expenditure by companies that have adopted Pulse

Transform the CXPulse will essentially provide an omnichannel

digital customer experience by combining SMS, Calls and browser microsites

What Pulse can do for you

MARKETING

PRODUCTS & SERVICES

GROWTH

Reach Niche Markets

Personalized Campaigns

Pinpoint Accuracy

Virtual App Style

Product Range Offering

Voice assisted visual display

Fulfillment & requirements

Payments & Subscriptions

Merchant Acquisition

User Acquisition

Scalable Integration

Market Research

The Pulse CX Value Chain

Customer Care Assistance



SMS App on-demandIBD/OBD

SMS App on-demandIBD/OBD Call/Chat with agent

SMS App on-demandIBD/OBD Web/App

By supplementing/complementing your current CX points

Scenario: 01

Scenario: 02

Scenario: 03

With simple yet immense business impact

Business DevelopmentCustomer Service Mgt.

OBJ

ECTIVE

S Special Market Offerings

Generate Leads

Convert Leads

Better Customer Query Mgt.

Surveying Customer Exp,

Reducing CX Expenses

MQL

SQL

CURREN

T TO

OLS Digital Marketing

Field Activation

SMS

OBD

Call Center Agents

Digital Channels –IVR, SMS, Mail & FB

Business DevelopmentCustomer Service Mgt.

ISSU

ES

DigitalMarketing

FieldActivations

Assisted Calls

Contact Center• Costly 24/7 service• $.25/session

SMS5% open rate

IVR30%+ drop rate*

SOLU

TION

OBD SMS Visual IVR Agent

IBD/OBD/SMS/Mail/FB App on-demand

Email/FB30min+- response time*

Agent

Visual v/s Traditional92% prefer Visual

Specific Offerings80% want to see exactlywant they want

With simple yet immense business impact

Pulse For Healthcare

DisconnectPatients aren’t experts. Most times they don’t know what’s wrong with them, and doctors can’t read minds. Patients and doctors are facing more disconnect that ever before

Loss of TrustPatients trying to book a doctor at emergency would probably not be able to use traditional IVR or having to call a live agent. Because a patient’s needs are 24/7

Patient AttritionIn SEA pat ient attr i t ion, or pat ients not returning is up to 30% and this is a growing number with the increased competition in the market

Diagnosis MistimingUntimely diagnosis often results in the patient having gone too far along the condition for it to be curable. A patient not cured, is a patient lost.

What hurts Healthcare Companies?

01 02 03 04Reduce Call HoldsOn average patients stay on hold for 5 minutes before their desired services are reached using traditional IVR

Re-imagine Confusing MenuThe primary reason of dropped calls is simply because of confusing IVR menu that sound robotic and impersonal

Be Digitally FamiliarThe digital patient wants a completely digital on-boarding journey to be able to feel satisfaction from self-service

PersonalizeResearch has shown that personalized messages can greatly enhance the patient experience.

How to change the

Patient Exp.

The Pulse ExperienceWe take Pr ide at Enabl ing our Par tners

Anytime, anywhere, with ease and fully digitally

Book a Doctor

Pulse displays all the specializations and services

of a doctor

Pinpoint Needs

Appointment Reminders, and medical checkup

schedules

Get Reminders

Pulse can easily collect feedback on doctor's advice and education effectiveness

Doctor Feedback

Pulse enables all medical expenses to be paid online

via card or insurance

Pay Online

Pulse Results

Reduce No-ShowsPulse can book, remind, and follow up on patients automatically, and have them confirm an appointment with no human contact.

Save TimesBoth the patient and the hospital reduces significant amount of time by not having to stay on hold

Increase Returning PatientsPatient attrition is the biggest problem hospitals face and a stellar CX can make patients trust Hospitals even more.

Pulse For Telecoms

Archaic Customer ServiceSEA Telcos have stil l not been able to digitize all the processes of raising a complain. Customers are still forced to undergo boring, confusing, and robotic IVR platforms that leave on hold for long periods of time

Telco company pain-points

Excessive Call Center Costs

For a Telco, automation of the CC, using app-like interfaces can improve FCR, and increase the call-containment. As a result, customers themselves can solve trivial problems, leaving CC agents to handle only the most critical of calls.

Bronze Sector Targeting

Customer Profiling & Surveys

Mainstream communication often does not connect with the bronze category of the consumer segment i.e. Bangladeshi or Nepalese migrant community in Malays ia . Pulse can communicate in native language and the microsites that can attract more effectively

Survey tools usually produce low response rate due to its boring prompt or manner. Pulse’s unique multimedia omnichannel interface not only can make the conversation interactive but also allow you to drive your requirements fully

ELIMINATE CALL HOLDS

RE-IMAGINE CONFUSING MENU

BE DIGITALLY FAMILIAR

PRIORITIZE PRIVACY

69%

43%

62%

92%

According to an Accenture survey, 69% of 12k respondents said they were severely frustrated with long call hold times, and 47% of them drop the call and never make the query again

43% of respondents in a research by HBR said, they have experienced confusing menu when calling on IVRs and 30% of then eventually drop the call

In Western European Telcos, customers have experienced 62% satisfaction rate when using semi-digital customer service channels

GSMA Research revealed that most digital users value privacy before starting a digital journey. And 92% of the users are concerned that the data is being stolen without consent.

CX - What Telcos need

Pulse knows what the Telco Industry NeedsHow te lcos addres current i s sues

MIGRANT USERSALL EXISTING USERS

OBJ

ECTIVE

S Market Offerings

Generate Leads

Convert Leads

Customer Query Mgt.

Service Survey

Reduce Opex

MQL

SQL

CURREN

T TO

OLS Digital Marketing

Field Activation

SMS

OBD

Call Center Agents

MIGRANT USERSALL EXISTING USERS

ISSU

ES

DigitalMarketing

FieldActivations

Assisted Calls

Contact CenterRM 1-2/session

SMS5% open rate

IVR30%+ drop rate

Focused Offering75% want specific products

Language Barrier90% want offers in local language

SOLU

TION

OBD SMS Visual IVR CCA

IBD/OBD/SMS/CCA Visual IVR

Surveyed on 1k+ migrants in MY in ‘19 Compiled Global & MY study ‘19

Pulse knows what the Telco Industry NeedsHow te lcos addres current i s sues

PROBLEM

Live Case 1: Digi Malaysia

§ 15% increase in data pack sales

§ 72% conversion from app on-demand

§ 150k+ visitors/month

§ Telco operator having 1M+ BD migrant base

§ Switches operator for data offers

§ No proper medium to communicate with them

(Literacy challenge)

SOLUTION

RESULTS

Visit http://offer.sohoj.my/home.php for live experience

ফা ট া ফা টি ই ন ্ ট া রন ে ট অফা রে র জন ্ য হল ু দ ব া ট নট ি চ া প ু ন

৩ র ি ঙ ্ গ িত ে এ খ ন প েত ে প া র ে ন ৩ জি ব ি ই ন্ ট া র ন ে ট ! হ ল ু দ ব া টন ট ি চ ে প ে ফে ল ু ন

স ু প া র ! এখ ন আপন ি নী ল ব া ট ন টি চ া পল ে ই প ্ য া কট ি প ে য় ে য া ব

ে ন !

Optimizing call center operations

Sir, which brand do you prefer?

Hello dear! Press 1 if you want to enjoy the

services visually. Press 2 to continue with the

current IVR service

Please keep your phone connected

with the internet and click the link

shared with you in SMS

Hi, I am Mona. I will assist you with

virtual customer service center. Let

me know your query by pressing the

below buttons

Great! You can find amazing internet

packages here. Click blue button for monthly

15GB data package and yellow button for

monthly 20 GB data package

Specially

designed

offerings

Visual

Support

center

Optimized

cost &

time

Pulse

Please click the following link for Pulse www.pulse.com/123456

Amazing choice! You have options to

purchase using your airtime balance or

you can also recharge now. Please select

your preferred medium

Congratulations! You have

successfully purchased 15GB internet

at $5 per month. Thanks for being

with Pulse

Pulse for Telco CS mgt.

Visit http://tdemo.pro/pulse-vivr for live experience

Facilitating in Business Development

Bundle pack

sales

Data pack

sales

Communicate

offers

SMS to

push link

OBD to

reach

Voice

Assisted

browsing

Pulse for Telco promotions

Sir kindly highlight the sub-brand

Pulse

Please click the following link for Pulse www.pulse.com/123456

Visit http://tdemo.pro/pulse-vivr for live experience

Pulse For Disruptors

Diverse Yet Niche MarketsStartups initially launch MVPs into a niche markets that need a solution. However, people don’t always adopt mobile apps

initially though a great solution exists, the GTM Strategy of the startup fails to deliver

The need to be Digitally NativeIn the world of technology, customers set very high expectations from startups. Even if the product isn’t tech, everything else must be techy. Here, CX is a differentiating point in a competitive landscape

Lack of FamiliarityOften, disruptive startups create products that the market

isn’t ready for. Mainstream advertisements are not only expensive, but also less relatable, or have low ROI where Pulse delivers the best to reach-out to the market at the

best value-for-money

Pressure to GrowDisruptive startups have a huge amount of accountability to investors who expect them to reach customers/users/merchants etc goals. Here, Pulse plays a significant role to touch the pace

Startups have it the hardest

PROBLEM

Live Case 2: Chakri Bazar

§ 40% of the registered users also use Facebook

and targeted and approached through Pulse in

messenger bot

§ Total user increase 50% & active user 30%

§ Job portal of 1M+ registered members but less

than 10% were active in their account

SOLUTION

RESULTS

Visit http://tdemo.pro/chakribazar-vivr/ for live experience

……………………………………………………

……………………………………………………

……………………………………………………

Pulse For InsuranceA f r iend in need, i s a f r iend indeed.

Digitally UnfulfillingDigital media is an integral part of our everyday lives, with even the underprivileged having some form of engagement digitally for services. However 80% of policy holders have reported that they carry no insurance apps on their phone.

Lack of Digital InnovationThe insurance industry in SEA has not been able to invest in the digital customer journey using omnichannel. A reason could be to avoid possible moral hazard, but without intense investment in digital-first insure-tech, the under-insured population will remain so.

Expensive Foot SoldiersOn average Insurers pay out up to 40% of the premium payment as commission rounds to multiple layers of In-person-agents and the agencies

Lack of KnowledgeA report by Lloyds of England suggested that, in a n y g i v e n s o c i e t y i n S E A 73% o f t h e community did not fu l ly understand what insurance is, much less assess its need

Why is insurance so hard?

Pulse knows what the Insurance Industry NeedsSolv ing Age o ld Problems at rock bottom pr ices

NEW CUSTOMERS EXISTING CUSTOMERS

OBJ

ECTIVE

STO

OLS

Market Policies

Generate Leads

Convert Leads

Digital Marketing

Field Activations

Assisted Calls Cost-Effective $ 0.06

Realize Payments

Up-sell & Cross-sell

Settle Claims

Apps (Only 30%)

Email (Only 5% Open Rate)

Contact Center (49% Non-Response)

MQL

SQL

My Policy Get Policy

Claim Premium

Support

My Policy

PACKAGE NAME

START DATE – END DATE

NEXT PREMIUM DATE

Pay Now Reminder

Upgrade Package

My Policy

Select Date

Select Time

Submit

Date Month Year

Minute Hour

How to remind you?

Call SMS

My Policy

Thank You!

Home

Support Support Support

Policy Name, Validity & Payment

Set Premium Reminder

Confirmation Message

Get Policy

Solo Silver Solo Gold

Couple Silver Couple Gold

Familio Silver Familio GoldOther Packages

Support

Get Policy

Other Packages

• Number of Person Insured: 4

• Life Coverage – Primary : RM 100k

• In-patient – 4P : RM 10k/each

• Out-patient – 4P : RM 5k/each

Buy Now Remind me

Support

Payment

Submit

Card Number

DD/MM

Expiry Date CVV

Code

Get Policy

Cardholder’s Name

Support

Select Policy

Input Details

Payment through

Bank/Wallet

Claim

Support Support

Account Details

Submit

A/C Holder’s Name

Bank/MFS Name

Account/Wallet

Number

Support

Policy

Insured

Claim for

Submit Submit

Upload Take

Photo

Claim Details Document

ClaimClaim Claim

Claim Details

Input Details

Confirmation & Status

Submit

Card Number

DD/MM

Expiry Date CVV

Code

Cardholder’s Name

Premium

• Premium: RM

10.00

• Due on: 5

January,

2020

Premium

Pay Now Remind me

Premium

Solo Silver

Couple Gold


Details Payment

Select Package

Check Detail

Payment through

Bank/Wallet

How it looksInsurance

My Policy Get Policy

Claim Premium

Support

Out-Bound Dialing

Users calling hotline

to know how to

raise a claim

Voice Call to

introduce

SMS-link

Customer

receiving link in

SMS

In-Bound Dialing

Support

FAQ

How to pay

premium

Call agent

Support Menu

Query Details

How to claim

About packages

Support

Call agent

Select policy name, insured person & incident

Claim Details

Medical bills or damage evidence via photo or

attachment

Document

Bank name, account name and account number

Account Details

My Policy

Get Policy

Claim Premium

Support

Call sent to users to

remind about

paying premiums

Voice Call to

introduce

SMS-link

Customer

receiving link in

SMS

Premium Details

Payment Details

Get Policy

Other Packages

• Number of Person Insured: 4

• Life Coverage – Primary : RM 100k

• In-patient – 4P : RM 10k/each

• Out-patient – 4P : RM 5k/each

Buy Now Remind me

Support

Payment

Submit

Card Number

DD/MM

Expiry Date CVV

Code

Get Policy

Cardholder’s Name

Support

Pulse Use casesMult ip le problems, s ing le so lut ion

PROBLEM

Live Case 3: One Bank OK Wallet

§ Booming referral campaign at both end

bonus amount with app on-demand

§ 200% growth at just 20% budget increase

§ Only 10k+ MFS wallet app users compared to

20M+ of the leading one in Bangladesh

§ Digital acquisition only brought 1% MOM

SOLUTION

RESULTS

Visit http://103.239.252.183/ok_wallet_customer_obd_10_19/landing.php? for live experience

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PROBLEM

Live Case 4: Carnival Internet

§ 5% additional acquisition MOM

§ 25% bill collection cost reduction

§ ISP having 20k+ users facing issues with hefty

cost of bill collection and mass outreach for

acquisition

SOLUTION

RESULTS

Visit http://103.239.252.181/carnival_visual_ivr_8_19/home.php? for live experience

……………………………………………………

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Pre-sales Case – Reservation at Restaurant

Sir kindly highlight the sub-brandSir kindly highlight the sub-brandSir, which brand do you prefer? Sir kindly highlight the sub-brand

Aha… You’re a hungry bunny, isn’t it?

Choose the food type and we bring

surprises, OK?

Alright… Let’s select some of the

awesome choices we have.

Good choice. Now tell us how many you

want. We take note.

Is that for take-out or dine-in? We will

arrange all.

Great. Your order is complete and we’re

reaching you soon.

Applicable for Sales/Order generation, F&B, FMCG, eCommerce, Property, Durables

Pre-sales Case – Hotel booking

Sir kindly highlight the sub-brandSir kindly highlight the sub-brand

Welcome to TripTo! Let me know more

about your trip so that I can serve you the

best


Super! Here are some great room options

you can have a look

Which brand do you prefer?Sir kindly highlight the sub-brand

Nice choice. We have some options for

your preferred room

Which sub-brand do you prefer?

We need some details. Just key in and we’ll

take care of the rest.

Number of cigarette consumption in a week?

Congratulations! Your room has been

successfully booked. Have a nice journey!

Do you purchase cigarette online?

Applicable for Lead generation, Brand building (quiz/vote), Hospitality, Education, Property, Durables

Service Case – Card Activation


Welcome to Mastercard helpline. Pls

select the service.


Oh! No worries. Pls key in your card

number.

Which brand do you prefer?Sir kindly highlight the sub-brand

And your date of birth, for verification

only.

Which sub-brand do you prefer?

For final check, I have sent a CODE. Pls input

the same.

Your card is now blocked. Pls contact us to

get a new one.

Do you purchase cigarette online?

Applicable for Service activation, Banks, Hospitals, eCommerce, Value added services

Post sales customer feedback


I am 18+ years old

Welcome to our survey portal. Pls give us

few fundamentals and we take it from

here.


What is your most favored brand? You

can choose multiple, if you want.

Sir kindly highlight the sub-brand

Under Benson & Hedges, which sub-

brand cigarette you smoke the most?

How many number of sticks you smoke

per week. Approximation is just fine.

We’re curious to know – if you buy

cigarettes online.

Mix of both

Applicable for Feedback & Survey for B2C or B2B goods/service brands

Refer My Hero

Play & Win

Survey

Support

Your name

Next

Share the link with

your friend to join the

largest community

Referrer & Referee’s contact number

Referral link to share

Sending channels

Nominate / Select / Participate for

hero

Tell us about your

hero

Confirmation message

Win by playing games / Use services

with your points

Select Service

Confirmation & Status

Submit

Brands / Key topics

Survey Questions

Consent to call

Refer Refer Refer

Your number


refer.bat/0161234

56

Share Copy

WhatsApp Messenger

IM

O

SMS

My Hero My Hero My Hero


Upload

Select

Claim

Files Voice

Image Video

Write now

Next

Congratulations!You have successfully

uploaded for your hero.

You’ll be notified when

approved by the authority


Survey Survey Survey

Do you smoke?

Which brand?

How many sticks?

Why it’s different?

Did you try e-cig?

What’d rate e-cig?

Would you allow us if we call you for further

details?

Yes No


Play & Win

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The reward is 1000

points. To win, 10

points from your

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Documents

Action at the Moment of Truth · Because traditional IVR can’t solve all issues 32% drop the call when asked to hold after a lengthy IVR 87% users find traditional IVR being irritating