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SoundBite presentation from NECCF Expo
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1
Alan BerreyVP, Emerging Solutions
Aligning Your Contact Center With Consumer Communication Preferences
Win an iPod
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Enter to winan iPod nano
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Agenda
• Principles of Communication
• Mobile Industry Statistics and Trends
• A bit about SoundBite Communications
• Align with Consumer Preferences
• Contact Center Text Messaging
• Summary
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Principles of Effective Communication
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Elements of Communication
There are sixessential elements ofall communication:
1. Message
2. Sender
3. Receiver
4. Encoding
5. Decoding
6. Channel
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Wiio’s Laws of Communication
Communication is difficult:
1. If communication can fail, it will.
2. If a message can be understood in different ways, it will be understood in just that way which does the most harm.
3. There is always somebody who knows better than you what you meant by your message.
4. The more communication there is, the more difficult it is for communication to succeed.
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Professor Osmo A. WiioFinnish Educator
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Mobile Industry Statistics and Trends
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Paradigm Shift: Towards Mobile Communications
50
100
150
Text Messages(billions per month)
‘00
100
200
300
Telephones(millions)
‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 ‘09
Source: CTIA and FCC
Landlines Mobile Numbers Text Messages
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9
Transition from Landline to Mobile
2006
0%
25%
50%
75%
Based upon actual contact data from SoundBite Communications.
2007 2008 2009
78%
22%
32%
68%
37%
63%54%
46%
SoundBite has experienced a strong transition
from landlines to mobile phones.
Landlines Mobile
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Universities Embrace Text
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• Students at Georgia State are encouraged to text their questions to the professor during class.
• Questions scroll on a large screen projector.
• Caroline Tagg received her PhD in Text Messaging from University of Birmingham in 2009.
• Texters use the informality of speech communications in a written format.
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Children own phones, not books
• Survey of 17,000 children ages seven to 16
• 85.5% own a mobile phone
• 72.6% own a book
• Even among the youngest, 7-11, 79% had mobiles and 73% had books
Sources:Article: Telegraph, 26 May 2010
Image: Ian Jones
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Children 'more likely to own a mobile phone than a book'
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May 26, 2010
Company Overview
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Introduction to SoundBite Communications
Proactive Customer Communications Market Leader• Intelligent platform enables clients to
design, execute, measure and optimize customer communications
• Multi-channel: voice, text, email
• Software-as-a-Service (SaaS)
• Solutions span clients’ customer lifecycle
Over 200 clients• ~50 Fortune 500 B2C companies
Strong financial position• $36M cash
• No debt
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Company Facts• Founded: 2000
• Headquarters: Bedford, MA
• NASDAQ Ticker: SDBT
• 2009 Revenue: $40.2M
• 2009 Messages: ~2B
Key Strengths
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Clients andClients andMarket PositionMarket Position
InnovationInnovation ExpertiseExpertise FinancialFinancialTechnologyTechnology
• Proactive Customer Communications (PCC) Market leader
• 200+clients, including ~50 Fortune 500 B2Cs
• Valued set of business partners
• Emerging global position
• Proactive Customer Communications (PCC) Market leader
• 200+clients, including ~50 Fortune 500 B2Cs
• Valued set of business partners
• Emerging global position
• ~2B messages annually
• 10 Years providing PCC
• ~200 R&D man years
• Domain expertise: verticals, channels, and customer lifecycle applications
• ~2B messages annually
• 10 Years providing PCC
• ~200 R&D man years
• Domain expertise: verticals, channels, and customer lifecycle applications
• Flexible, on-demand platform
• Extensive patent portfolio
• Intelligent, interactive, multi-channel communications
• SAS70 Type II & PCI Level 1 compliant
• Flexible, on-demand platform
• Extensive patent portfolio
• Intelligent, interactive, multi-channel communications
• SAS70 Type II & PCI Level 1 compliant
• Publicly traded (NASDAQ: SDBT)
• $40M+ TTM revenue establishes SDBT as a market leader
• Strong cash position
• No debt
• Publicly traded (NASDAQ: SDBT)
• $40M+ TTM revenue establishes SDBT as a market leader
• Strong cash position
• No debt
• Free-to-end-user text messaging
• Preference Management Solution
• Contact Center Text Messaging Solution
• Multi-channel blending and escalation
• Free-to-end-user text messaging
• Preference Management Solution
• Contact Center Text Messaging Solution
• Multi-channel blending and escalation
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7 of the top 10 global issuing
banks
7 of the top 10 U.S. telecom & media providers
5 of the top 20 U.S. retailers
12 of the top 20 U.S. utility providers
~90 collections firms
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SoundBite Users
More than 200 clients actively use SoundBite’s Proactive Customer Communications offering
Financial Services
Telecom& Media Retail
Energy & Utilities
Collection Agencies
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SoundBite Partners
Our business partners help satisfy the growing demand for SoundBite’s
Proactive Customer Communications offering
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Aligning with Consumer Preferences
Reactive Communications
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Paradigm #1: Communicate Proactively
Proactive Communications
“Interactive multichannel communications provide several benefits… to build strong customer relationships while also reducing costs.”
Source: “Proactive Outbound Notification Saves Money”, Forrester Research, January 2009
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Paradigm #1: Breaking Through the Noise
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direct mailtext messaging
voiceemail
social media
To get desired results, communications must be proactive and...
Relevant Personal Timely Engaging
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• Text me payment reminders
• I prefer monthly e-Mail statements
• I opt-in to receive marketing calls on my mobile phone
• e-Mail my loyalty balances to me
Knew the stated preferences of all your customers
Paradigm #2: Obtain Preferences
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Paradigm #2: Stated and Observed Preferences
2121
Stated Preferences:• I opt-in to receive marketing calls
on my mobile phone• e-Mail my loyalty balances to me
Observed Behavior:• Sue is most responsive to promos sent via text
Could combine stated preferences with observed behavior
Paradigm #3: Escalate and Blend Channels
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“Urgent Message regarding you BankBlue card…Please call us at 800-… ”
“Click here or call 1-800…”
@@@
“There has been suspicious activity on your BankBlue card ending in 8656…”
“….Press 1 to speak with an agent…”
“ALERT: There is suspicious activity on your BankBlue card …Call 800-”
ESCALATION BASED ON PREFERENCE & OUTCOME
Voice Message to Landline Phone
Voice Message to Mobile Phone
Text Message (SMS) to Mobile Phone
Answering Machine Message
1st Outreach 1st Outreach1st Outreach 4th Outreach 5th Outreach
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Paradigm #3: Escalate and Blend Channels
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“Press 3 to receive an e-bill balance-
due alert…”
e-bill Center
Enter Online ID to view and pay bill:
Online Billing AlertOnline Billing AlertOnline Billing AlertOnline Billing AlertAccount Number: ********23Amount due: $795.62View and pay billView and pay billView and pay billView and pay bill
“Press 1 to hear your balance due now…”
“Your account balance is $795.62. To speak with a
representative, press 1…”
“Press 2 to receive a text message…”
Free msg: Balance due: $795.62 To pay, send reply code “PAY” or call 1-800-123-1234
Your e-payment of $795.62 has been credited to your account. Thanks!
SoundBite Proactive Customer Communications Solutions
Proactive Customer CareWelcome � Enrollments
Notifications � Reminders �Surveys
Proactive Collections & Risk Management
Early Stage Collections � Late Stage Collections� Fraud Monitoring
Proactive PaymentsPayment Reminders � Self-Service Payments � Expedited Payments
Proactive MarketingLoyalty � Promotions � Activations
Message Opt-in � Replenishment � Customer Win Back
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Marketing: Large Retailer Generates Millions in Revenue
Situation• Specialty retailer seeks to drive store sales through
unredeemed merchandise credits and non-purchased reserved merchandise
Strategy• Leverage SoundBite’s voice messaging to landline
and SMS to mobile phones to remind over 3.5MM consumers of unused credits and reserved merchandise
Results• Campaign generated over $11MM in sales
• $1.9MM in merchandise credit was redeemed
• Low opt-out rate (2.7%) confirmed consumers desire to be communicated with regarding merchandise credit
Voice &Text messaging
campaign generates$11MM in sales
Multi-channel campaign drives high redemption rates
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Customer Care: Top Wireless Provider Lowers Inbound Calls
Situation• Average new user calls customer care almost 10 times in
the first 60 days, with each call costing $5-$10.00
• Needed to reduce the number of inbound “start-up” period calls
Strategy• 2 proactive outbound calls to help reduce inbound traffic
• 1st call explains features of the service plan
• 2nd call explains how to read their first billing statement and outlines the billing process
Results• Welcome calls lowered the number of inbounds volume
• Significant cost savings
• Positive initial subscriber experience
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Enhancing subscriber experience while lowering cost s
Inbound calls dramatically reduced
and customer experience enhanced
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Payments: Interactive Text Messaging Increases Collections
Situation• Wireless provider uses 1-way text alerts for
collecting on delinquent accounts
• Goal to increase auto-pay and self-cure rates while reducing agent costs
Strategy• Leverage SoundBite’s Contact Center Text
Messaging Solution for payment and past-due reminders
• Interactive Text Messaging enables subscribers to reply HELP or OPTIONS for more information
Results• 55% lift in same-day payments
• 46% lift in same-day cure rates over BAU
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Increasing payments while dramatically lowering cos ts
Contact Center Text Messaging more than
doubles same-day payments
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Collections: Top 5 US Bank Generates Collections Revenue
Multi-channel strategy dramatically increases reven ue
Situation• Top 5 US bank wanted to raise collections results by
adding text messaging to automated voice messaging
Strategy• Leverage SoundBite Collections Solution to
implement multi-channel communications to drive incremental collections.
• 3 groups created: Control, Voice, Voice plus text message
Results• 117% improvement over Voice-only• Among text-enabled recipients, text messaging
boosted results by 470% over Voice-only
Increase in Collections
Voice-Only Voice + Text
$575,989
$1,252,875
$ C
olle
cted
$1.25MM in incremental collections
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Contact Center Text Messaging
SoundBite Contact Center Text Messaging Solution
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Business Opportunities• Empower contact center agents to
support customers via text messaging channel
• Adopt a cost-effective channel while providing a positive customer experience
SoundBite Value• Offering text for customer support
improves customer satisfaction
• Agents can handle multiple customer conversations
• Enables customer self-service resulting in cost-efficiencies
• Further expands the multi-channel experience in the Contact Center
Contact Center Text Messaging Solution
Dialog Engine enables automated interactive text messaging
Agents respond to text messages via Agent Text Portal
Enhanced keyword search
Standard and FTEU rate text
Contact Center reporting
Optimization Solution
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Payments: Fully Automated Bank Payment
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PAY
PAYMIN
CONFIRM
Your Bank National account is almost due.(acct# ending 3333) For payment options reply PAY. Questions reply HELP or call 888-000-0000.To end alerts reply STOP
Bank National: Balance $723.44.Minimum pmt $42.18.You can pay from debit acct#_7372. Pay entire balance or make minimum payment. Reply PAYALL, or PAYMIN
Bank National: Please confirm you want to make a payment of $42.18 using debit acct#_7372. To confirm and make payment reply CONFIRM. To cancel reply CANCEL
Bank National: Thank you, your payment of $42.18 has been processed. Confirmation #88128. For more text message options reply MENU
Dialog EngineCustomer
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Customer Care: Agent Support for Telecom
Dialog EngineCustomer
Agent TextPortal
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MENU
Free Msg: Welcome to TeleWireless! Did you know customer support can be reached by text message? For options, or to send a text msg to a live agent, reply MENU
TeleWireless: You can get info about your phone, service, billing, and more. Reply PHONE, SERV,or BILL. Or to send text to an agent reply AGENT plus your question
AGENT how do I change my payment due date to the 15th of each month
TeleWireless has received your message. An agent will reply shortly. For more text options reply MORE
This is Jen from TeleWireless, I am happy to change your payment due date …
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Marketing: Agent Support for Retailer
Dialog EngineCustomer
Agent Text
Portal
A printed marketing piece says, “Sign up for our Loyalty program! Text LOYALTY to 77053”
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LOYALTY
ALERT
ORDER
Welcome to Loyalty Rewards Plus. To check your balance at any time reply BALANCE. To sign up for new product alerts reply ALERT
New product is available next Friday. 20% off for early orders. For more info reply MORE, To order now reply ORDER. To opt out reply STOP
Thanks for ordering New Product. To complete your order we need …”
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Collections & Risk: Agent Support for Collection Agency
Dialog EngineCustomer
Agent TextPortal
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A letter is sent to a delinquent debtor requesting that she call an agency to resolve an outstanding obligation.“Please call 888-000-0000 or send Text MYCODE to 77053
MYCODE
YES
Agency: Thank you for texting us. It is important that we communicate with John Brown. Are you John Brown? Please reply YES or NO
Thank you for contacting us. Our records show …”
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Summary and Recommendations
Summary
• Communications are difficult and becoming more difficult with time.
• Industry trends and consumer behaviors point toward mobile technology as the primary communication source.
• Aligning a contact center with consumer preferences:
– Communicate proactively
– Obtain stated and observed preferences
– Escalate and blend communications channels
• Begin a text messaging strategy today.
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