Modern call model iii

TEXTING…WHEN IT MATTERS

CONFIDENTIAL

The Modern Call Model

CONFIDENTIAL ©2013-2017 TEN DIGIT Communications

Talk to Business as Easily as Friends

Great Conversations

• Mobile Centric

• Allow your customer to manage the timing of conversations

• Be polite with your customer

Better Outcomes

• Faster responses

• Reduce contact center burden

• Happier agents

Best Relationships

• Communicate like your customers

• Mass personalize conversations

• Establish and maintain the customer and company bond


What is the Old Call Model? Voice First.

2CONFIDENTIAL

Thank you for calling Sears.

Please listen as our options have changed.

The current hold time is 30 minutes

Hello. My name is Beth. B-E-T-H.

The last four of my social is 3765.

Yes, that’s still my mailing address.

No, I don’t want to take a survey.


Modern Call Model: Use Messaging to Manage Voice

3CONFIDENTIAL

Gary tells me he’s

around, asks to

escalate

I let Gary know I

need to talk over

messaging

Started with SMS,

ends with voice

Attention gained,

context provided


Why the Modern Call Model Hasn’t Hit Business

4

Business phone systems were designed

in 1987 to work with 1987 technology.

In Q2 2017,

US smartphone penetration exceeded 90% chetan sharma consulting

1987PBX

1991Web

1992SMS

2001Cloud

2007iPhone

2015AI


Why Modern is Better : Best Relationships

5CONFIDENTIAL

Customers expect

companies to know

the context

One message

problem resolution

In the address bookSame way you

communicate to

friends

Integrated into

information systems


Why Old Call Model is Painful

CONFIDENTIAL 6

Legacy

Modern

Intros

Two minutes of

intros

Context known

before the call

On Hold

Didn't know if they were

there

Text them first

Missed Calls

Company just called you when

they wanted you

They text you first

Lost Your Agent

Call back into the call

center

Agent calls you back

Transfers

Tell your story yet

again

Read the text


Why Modern is Better : The Management of Attention

7CONFIDENTIAL

• Voice is a commitment: only one conversation at a time

• Messaging is a date: carry on multiple conversations

• Voice is synchronous, messaging asynchronous

• Natural to respond to messaging in a few minutes

• Try the two minute delay with voice

• Use messaging to coordinate attention on both sides

• Customer: avoid on-hold, why call when they aren’t ready?

• Enterprise: eliminates missed outbound calls, why call

when they aren’t there?


Smart Mobile Escalations

Messaging

Fast, convenient, natural

Cross platform, meet customers where they are

Drives HTML5 and native Mobile Apps

HTML5Rich functionality with no

installations

Micro experiences like bill pay and registration

Initiated from messaging to browser

AppComplete mobile

experience

Access to all aspects of hardware

Installed from link from messaging

Links in Messages Kick of HTML5 or to

App Download Page


Mobile Apps : State of the Art

Most users (51%) don’t download any apps in a month*

Most consumers Most consumers do not

• Have smart phones

• Use SMS Messaging

• Make phone calls

• Take pictures

• Have a mobile browser

• Have your app installed,

unless you are Google or

Facebook

• Make phone calls from

their kitchen

*commScore 2017 US Mobile Apps Report, August 2017


Example HTML 5 Escalation

Conversation

starts in

messaging

Escalates with

a link

Links to page

rendered in

mobile browser

Thank You

Modern call model iii

Technology

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