Presentatie E-Shop Expo 2014: RingRing_Carole Lemarque
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Presentatie 'SMS and IVR notifications' door Carole Lamarque tijdens E-Shop Expo op 19 en 20 maart in Tour & Taxis Brussel.
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Presentatie E-Shop Expo 2014: RingRing_Carole Lemarque
- 1. Delivering Cloud Communications since 1991 ! www.RingRing.be SMS & Voice notifications improving customer relationship
- 2. Delivering Cloud Communications since 1991 ! RingRing is specialized in the development and integration of interactive telephony & mobile solutions : •Companies willing to automate & improve their Customer Relationship. •Communication professionals and media willing to use the phone as their mobile communication channel. Introduction Voice SMS Emails More than 10.000 SMS per minute More than 1.000 calls per minute Service Level Agreement 99,99%
- 3. Delivering Cloud Communications since 1991 ! Phone self-service inbound One-Time Password Appointments, reminder Alerts & notifications Automated helpdesk Satisfaction survey Automated call campaigns Debt collection Crisis communication Contest & voting Direct marketing Shipping notifications Practical cases Call Centre optimization Cloud Communications
- 4. Delivering Cloud Communications since 1991 ! Customer connects to RingRing’s API API RingRing performs the calls Voice API & SMS API Delivering Cloud Communications since 1991 ! RingRing sends the SMS … or sends your SMS by email….
- 5. Delivering Cloud Communications since 1991 ! The challenge : •Answer all calls of e-TR users and provide accurate information •Cloud Inbound IVR solution • Automation of calls : 80% • Skill based routing • Data Exchange through secured connection •SMS Service to consult card balance Advantages, ROI for customer : •Improved caller experience •Better use of Live agents •Cost Effective (no hardware/software investment) •Scalability of the solution IVR Self Service application Other references in this field :
- 6. Delivering Cloud Communications since 1991 ! SMS shipping notifications • Challenge : reduction of returns of goods • Cloud based SMS & outbound IVR notification Advantages, ROI for customer : • Cost reduction • Decrease of returns • Decrease of inbound calls to Contact Center • Improved customer satisfaction Other references in this field :
- 7. Delivering Cloud Communications since 1991 ! Debt Collection • Challenge : Cost Effective solution to reduce unpaid invoices • Cloud based outbound IVR • Personalized message to customers • Scenario enriched with SMS & Call forwarding Advantages, ROI for customer : • Cost Effective Solution (no investments) • Remarkable reduction of unpaid invoices Other references in this field :
- 8. Delivering Cloud Communications since 1991 ! SMS banking services • Challenge : new medium to provide card balance to holders. • Cloud based “On demand" SMS service • Data Exchange through secured connection • bpaid mobile application Advantages, ROI for customer : • Cost Effective • Mobile access to the information for card holders Other references in this field :
- 9. Automated phone applications VOICE & SMS notifications APPS for Smartphones & Tablets Thank you for your attention Delivering Cloud Communications since 1991 ! www.RingRing.be +32 (0)2 502 85 00 Send NOW RingRing to 8128, discover our notification and visit us Stand S67
- 10. Automated phone applications VOICE & SMS notifications APPS for Smartphones & Tablets Thank you for your attention Delivering Cloud Communications since 1991 ! www.RingRing.be +32 (0)2 502 85 00 Send NOW RingRing to 8128, discover our notification and visit us Stand S67
Notas do Editor
- Service oriented Pay per use Custom development
- Full description : SEE BELOW Challenge : Edenred is the Belgian leader in the field of "Employee Benefits". E-ticket Restaurant is one of their flagship products. Solution provided : RingRing set up an IVR solution to receive all incoming calls from the beneficiaries, IVR platform answers a maximum of calls fully automated. RingRing ‘s platform is connected to Edenred via secure web services to deliver this automated information. Non-automated calls are transferred to a competent and available agent. Advantages, results, ROI for customer : All calls from beneficiaries who have questions about their e-ticket Restaurant are supported by RingRing’s platform. Answers to F.A.Q. are automatically handled by the IVR. Only calls requiring an agent are transferred to the contact centre. This allows Edenred to optimize resources of their callcentre. FAQ : card balance, recent transactions UUI is used to communicate information collected on the IVR to the agents. Possibility to activate proactive messages to the users in the event of problems on the network or in the contact centre.
- Full description : SEE BELOW Challenge : Reduce the number of undelivered parcels due to customers’ absence. Solution provided : RingRing set up a shipping notification solution by SMS. Consumers are notified before the arrival of their parcels. Advantages, results, ROI for customer : Decrease of non retrieved orders. Better customer satisfaction and increase of quality service of 3 Suisses. Decrease of calls to 3 Suisses call centre regarding delivery problems.
- Full description : SEE BELOW Challenge : Cofidis wanted to send reminders to customers for debt collection at a lower cost. Solution provided : RingRing provided an automated call solution with a personalized message to customers. Call scenario offers combination with personalized SMS messages (Recall or notifications of bank information) and call forwarding to Cofidis Customer Service. Advantages, results, ROI for customer : Statistical results of automated calls equal to direct calls generate by Cofidis Customer Service. Average cost per call is cheaper compared to a personal call.
- Full description : SEE BELOW Challenge : bpost launched the BPAID prepaid credit card and wanted a simple way to provide the balance to its cardholders. Solution Provided : RingRing manages the "On demand" SMS service consultation of the balance for the BPAID card. The consumer sends an SMS to RingRing’s short number. RingRing automatically checks web services and returns information to the consumer through a highly secure system. Advantages, results, ROI for customer : Detailed statistics for bpost. Instant balance information for the card holders.