Post on 26-Jun-2015
Simple Social CRM
SIMPLE SOCIAL CRM
Introduction to PeopleConnectWhy do we need it?Features for enterpriseDemoComparison with currently available
alternativesRoadmapDiscussion
SIMPLE SOCIAL CRM
PeopleConnect is a platform that
allows public and enterprise instant messaging users to consume
automated self care and
agent assisted live support,
with a snappy user friendly experience.
SIMPLE SOCIAL CRM
One in every three consumers in US is probably online on IM! Source:Pew Internet and American Life Project & Nielsen Media Tracking.
Possibly the most cost effective channel for customer support.
“Presence”, the softer aspect of support. Channel for simple clutter free
promotion, without spamming the customer.
Social Media Benefits + Enterprise grade security and reliability
And.. easiest way to provide support over mobile data
SIMPLE SOCIAL CRM
SIMPLE SOCIAL CRM
High cost to provide agent based support.
Identity in web self care systems Simplicity in web self care Fastest access to the desired
information Blocking wait times on voice No conversation record available to the
customer which can be quoted later on
SIMPLE SOCIAL CRM
Web Self Care PeopleConnect
Identity Proliferation of usernames and passwords for each service provider
User is always authenticated by the IM network
Navigation Each service provider has different kind of navigation for web pages.
Relatively more standardized IVR style navigation is supported
Render rich content Great flexibility in formatting content and rendering rich media.
Plain text messaging is used and recommended. It however supports sending links to appropriate information
Handling a specific request
A contact us link needs to be searched for, then find the appropriate number to be called, then switch to another medium.
Just send “chat” to connect to a live support person. It adds you to the support queue, and user can work while they are waiting!
SIMPLE SOCIAL CRM
IVR PeopleConnect
Identity Is one of the biggest reasons why customers tend to move towards agent assisted support.
Inherent in the channel.
Navigation Since it is voice based, it is very important to hear out all the options correctly, as the error wastes a lot of time.
It is text based and visual. So easy to read out options without wasting too much time.
Reference numbers Customer has to manually record the transaction reference number for a transaction.
Transaction reference numbers are capture automatically and sent to the customer for future reference
SIMPLE SOCIAL CRM
CHANNEL SECURITY PEOPLE CONNECT SECURITY
Two factor authentication using sms for sensitive transactions
Message in waiting feature authenticated by personal info
Transport level security on AIM/Gtalk/Skype
Secure authentication on MSN and Yahoo.
SIMPLE SOCIAL CRM
SIMPLE SOCIAL CRM
Designed to scale In-Built security utilities Seamless transfer between automated
and agent assisted session Enterprise grade performance Knowledge/Experience of Enterprise
systems and Integration Focus on user behavior and
experience
SIMPLE SOCIAL CRM
Personalization Favorites Natural language processing
Media Social networks Widgets
CRM Salesforce Siebel
SIMPLE SOCIAL CRM
Thanks for your time, PeopleConnect welcomes feedback on the solution, and would be pleased to partner with you on the road to Simple Social CRM.