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ActiveInsight provides real-time campaign and customer experience management that optimizes the online self service channel
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Turning Insight into Action
Turning Insight into Action
Real-time Interaction Management for Online Self Service
Turning Insight into Action
BackgroundIn today’s real-time culture the web is one of the main interaction channels
between companies and customers.
Telco’s, Banks and Insurance companies are utilizing online self service
applications that complement the contact center as a major customer
interaction channel.
Online self service has always conveyed a promise for improved service
efficiency, cost reduction and potential sales opportunities.
Turning Insight into Action
Real-time, Adaptive Self ServiceAs online self service grows wider with advanced web and mobile options
various challenges and opportunities arise.
Adapting to customer intent, behavior and potential in real-time is a key
element in optimizing the online channel and providing a personal touch.
If a self service portal could adapt in real-time to customers intent, current
behavior and CRM/Social profile it would:
React to up-sell and cross-sell opportunities with relevant special offers
and increase sales efficiency.
Provide improved service and customer retention.
Reduce the number of incoming calls and reduce costs.
Turning Insight into Action
ActiveInsight
ActiveInsight provides real-time interaction and customer experience
management for online self service . We offer:
Real-time micro segmentation based on online customer intent and digital
body language.
Real-time correlation with existing data stores, CRM systems, contact center
systems and social networks.
An adaptive online experience, serving targeted content, special offers and
promotions to specific customers.
Real-time actionable insights fed to back end contact center systems.
Quick, non-intrusive deployment.
Turning Insight into Action
Requested Service/Info
Customer Intent
Resolution or Failure
Online Process
Up-sell &Cross-sell
Opportunities
Real-time Segmentation based on Digital Body Language
Email Forms
Online Interactions External Data Sources
correlation
• Real-time Analytics• Adaptive Content• Automated Special Offers• Back-end Feeds• Real-time Visibility
Geo
Online behavior
Turning Insight into Action
Business Benefits
Real-time, actionable visibility to customer intent and behavior.
Improved customer satisfaction.
Lower contact center costs.
Real-time detection of sales opportunities.
Improved sales effectiveness.
An effective personal touch in every online interaction.
“With ActiveInsight, you will present the right message to the right person at
the right time”
Turning Insight into Action
Basic Use Cases - FinancialUp-sell/Cross-sell- Identify customer interest in additional products
and services : Detect customers that check their current investment status > are they interested in an
updated investment plan ? Can you offer additional services: Savings plans, investment plans …
Customer retention - React to potential customer desertion Customer checks savings withdrawal amount > Is he in financial trouble? Does he need
a loan ? Customer produces specific financial reports > Is he/she undergoing some kind of
financial planning? Are they on their way out?
Hook new customers • Contact anonymous surfers, showing high potential behavior, using dynamic content
Improve transaction completion rates Identify problem and offer immediate assistance to stop revenue loss Customer fails buying stock Customer Fails in a money transfer or a foreign exchange transaction
Turning Insight into Action
Basic Use Cases - TelecomUp-sell/Cross-sell- Identify customer interest in additional products
and services : Customer browses new phone models - offer coupons, tie to content package Customer checks additional service plans and opt-in options – offer focused packages Customer downloads themes, ringtones, etc – offer related content
Customer retention - React to potential customer desertion Customer checks his monthly balance too often > Is he comparing prices Customer checks license agreement
Improve service consumption rates and self-service Customer fails to configure account for international usage > offer immediate assistance
to stop revenue loss Pre-paid customer fails buying air-time Customer fails downloading themes, ringtones, movie-clips
Hook new customers • Contact anonymous surfers, showing high potential behavior: “Click here to
get the new mobile with a free web package”
Turning Insight into Action
Thank you
Contact us >
http://www.ActiveInsightsaas.com
Turning Insight into Action
Some of our customers…
* Initial Sales began on Q1-2011
