06 November 2017

ice Mobile SDK: The Mobile Customer Journey

Written by Christopher Liko, Posted in Contact Center, ComputerTalk, Technology

The power of mobile communications comes from the ability to interact anytime, anywhere. In a mobile-first world, your customers expect help when and where it is needed. The most effective way to meet this need is by integrating the contact center into your mobile app.

The contact center is the most powerful customer experience engine. Using intelligent routing and integrations, the contact center enables contextual interactions with your customers, saving time and frustration for contact center agents and customers. What if you could use your mobile application to enhance your interactions with customers? What if your customers could connect with you anytime, anywhere? How would that experience benefit your customer and your business? Watch this video to find out:


In this video, we see the insurance company leveraging a number of features made available through mobile contact center integration.

Mobile device functionality: Leveraging the capabilities of the mobile device can be extremely powerful. The insurance company can learn the exact location of the accident, view photos of the collision and move the conversation across media channels, using the power of the mobile device.

Cost and time efficiency: The insurer saves money and time in a number of ways here. The claim is processed more quickly because everything is filed electronically and instantly. The company doesn’t have to send a representative to audit the accident or the files. Furthermore, the company creates a happy, mobile-first customer that will be more likely to interact with them in the future.

Mobile context: The insurance company already has context about the user’s profile and history via their customer account. Further, the company can track the user’s progress within the app and prompt a conversation when necessary. The agent will know what pages the user viewed before beginning the conversation, allowing them to resolve issues more efficiently. You can even use context to proactively start a conversation using push notifications or popups within the app.

Here is an example of proactive engagement: Jack is in a car accident, and in his panicked state, he can’t find the “File a Claim” button in his mobile app. He is searching through several pages in the app, and the app detects that he has scrolled through several pages without clicking any buttons. The app then prompts him with a “Contact Us” pop up.

These are only a handful of benefits delivered via mobile and the contact center. Each business can gain unique advantages using this type of integration.

Getting Started

If you are interested in delivering a mobile experience to your customers via the contact center, we can help. The ice Mobile SDK is available to organizations that are prepared to take a mobile-first approach to customer experience. Whether or not you already have a mobile app for your customers, the SDK is able to integrate the contact center directly into any Android or iOS app. To learn more, you can contact us here: http://www.computer-talk.com/en/request-demo

If you would like to learn more about mobile communications and get a sneak peek of the ice Mobile SDK, sign up for our upcoming webinar here: https://register.gotowebinar.com/register/4103189764553141762

 

28 October 2017

LIVE WEBINAR: NOVEMBER 30TH - 1PM EST - Mobile Customer Experience, Powered By The Contact Center

Written by Christopher Liko, Posted in Webinars

mobile sdk

Mobile has become the centerpiece of today’s customer experience.

Without leveraging mobile, your organization is missing a crucial (and constantly growing) piece of the customer experience strategy. So why is mobile often siloed from the rest of your customer touchpoints?

The good news is that we can help you remove that silo. Bringing mobile as a channel into your contact center ensures that you deliver effective and personalized experiences to your customers- anywhere, anytime.

In this live webinar, we will discuss:

• The benefits of leveraging mobile as a gateway into your organization via the contact center

• A real-life example of how mobile integration helped an organization deliver powerful experiences to its customers

• How you can easily add contact center functionality to a new or existing customer-facing mobile app

• Live mobile app demonstration

Whether you are building a mobile app from scratch, or have an existing one, ComputerTalk’s ice Mobile SDK can bring mobile web chat capabilities to your customers. By connecting your mobile app to the contact center, you can leverage the power of context and proactive engagement to create groundbreaking customer experiences.

Join us for this webinar and learn how to connect with your customers in ways that you never thought possible!

 

REGISTER NOW

 

02 August 2017

Embedding communications in mobile applications

Written by Christopher Liko, Posted in Contact Center, Unified Communications

Think about how much time you spend on mobile devices through the day. For many people, the answer is “a lot,” but the actual number might be more than you think. One study showed that the average U.S. consumer spends 5 hours per day on mobile devices1. Because of this, the mobile experience is becoming increasingly natural to consumers, with mobile apps dominating their focus. In fact, 92% of users’ time on mobile is spent within apps1. Consumers are so familiar with their mobile devices that switching to another platform feels unnatural- even having to switch to a mobile browser is an unusual experience, as mobile browsers only occupy 8% of mobile activity1.

As consumers use mobile devices more frequently, they expect to be able to do everything on mobile that can be done on desktop devices. While smartphone ownership experiences a massive uptick, desktop/laptop device ownership is beginning to slow2. With this shift, businesses need to be focused on mobile to provide an optimal customer experience. What does it mean to be mobile-focused? The answer is not so simple. Below, we will outline the three stages of mobile integration. The depth of this integration often corresponds with your customers’ adoption of your mobile application.

11 July 2017

Meet us at Microsoft Inspire 2017

Written by Christopher Liko, Posted in Events, ComputerTalk

Formerly known as the Microsoft Worldwide Partner Conference, Microsoft’s biggest partner event was renamed Microsoft Inspire to align with other flagship conferences, including Microsoft Build and Microsoft Ignite.

ComputerTalk partners closely with Microsoft to deliver the only enterprise-class, native Skype for Business contact center. Skype for Business tears down communication barriers, and ice Contact Center enables a powerful integration, extending the capabilities of the unified communications platform. The unique ice Contact Center platform enables businesses all over the world to provide customers with an intelligent, personal and valuable experience.

Meet with us to see how you can play a part in our growing partner network, or how we can build on our existing relationship. Leverage this unique opportunity to work with a one-of-a-kind, best in class platform and team. Our extraordinary partner network provides contact center solutions to customers all over the world. Schedule a meeting and let us show you how we can add a valuable solution to your business application offering.

19 June 2017

Facebook: Find your customers where they already are

Written by Christopher Liko, Posted in Contact Center

It’s no secret that most of the online world is on Facebook. With nearly 2 billion active users1, it is no longer a question whether you should communicate with your customers on Facebook. The questions now are “when” and “how.”


Conversing with customers

There is clear value for a business to be on Facebook, but simply having a presence on the platform is not enough. The true value arises from conversations between businesses and customers. Facebook reports that 2 billion messages are exchanged between people and businesses each month. This statistic includes automated (chatbot) and human-initiated messages. The company also reports that 53% of people say that they are more likely to do business with a company that they can message. Whether through chatbots or agents, businesses must provide instantaneous access to information and support.

Meet customers on their platform

Your customers are already on Facebook. So are you. It is imperative that customers can have a dialogue with your business, without ever leaving Facebook. Consider the ecosystem of Microsoft Office 365 or Apple’s device and application ecosystem. These platforms are designed so that users can perform all of their tasks in a familiar place, with a familiar UX, without ever having to leave the ecosystem. The same rationale applies to customer conversations on Facebook. Your customers are familiar with Facebook and they already use the platform. Enabling customer conversations on Facebook removes the perception that receiving support is an arduous or time-consuming process.

25 May 2017

LIVE WEBINAR: The Contact Center of the Future: Customer Engagement with Facebook

Written by Christopher Liko, Posted in Webinars

JUNE 14, 2017 - 1PM EST - 60 MINUTES

Once upon a time, a contact center was a call center. Customer service was provided exclusively over the phone and was considered the ideal way to communicate with customers. At some point, the call center became a contact center. Since then, the definition of a call center has expanded to include email, instant messaging, SMS, and, most recently, social media.

Many businesses understand the value of providing customer service through social media channels. However, these same businesses often lack the expertise to effectively leverage social media tools. These tools are isolated from the contact center, lacking a unified vision between marketing and customer service activities. In order to maximize the effectiveness of social media, it needs to be integrated into the omnichannel customer experience provided via the contact center.

We all know that Facebook is the largest social media platform in the world, hosting nearly 2 billion active users, which represents one quarter of the world’s population. Facebook interactions occur by the millions, and many of these interactions slip through the cracks. What if your contact center could monitor thousands of posts, comments and replies? What if your agents could be notified instantly of posts regarding specific keywords or pages? What if you could enable personal conversations with your customers on Facebook without ever leaving the contact center? In this webinar, we are going to discuss the possibilities of using Facebook in the contact center.