Date post: | 06-Apr-2017 |
Category: |
Services |
Upload: | joris-van-der-spek |
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reach your customer where they are
INSTANT MESSAGING
Instant Messaging (IM) is a real-time messaging service
available via mobile applications such as WhatsApp
and Messenger.
The service is accessible everywhere you have a mobile with an internet
connection.
Direct 1-to 1 conversation which enables private
interaction between the brand and its customer.
WHAT IS INSTANT
MESSAGING
REAL TIME EVERYWHEREINTERACTION
WHO ARE USING IT * April 2016 ** October
2015
0
200
400
600
800
1000
Global active users per month*
( x millions)18-35
36-50 +50
42 % 40 % 7 %
40 % 32 % 27 %
86 % 10 % 3 %
Age distribution of users**
Source: statista.com
WHY DOES YOUR CUSTOMER WANT IT CONVENIENT
Your customer uses IM daily and request for easy service in their preferred timing.
PERSONALThe tone of voice is informal and your customer prefer this friendly approach.
EFFICIENTYour customer will receive one-stop-shop experience with possible API tool integration in digital infrastructure.
PRIVACYIM creates an 1-to-1 conversation between your customer and your brand.
WHY DOES YOUR BRAND NEED IT
OMNI-CHANNEL Customer loyalty will increase by providing service on all touchpoints in the customer journey.
CUSTOMER SATISFACTIONThe customer satisfaction on IM is significantly higher.
CALL DEFLECTIONService traffic will be diverted from time consuming channels towards cost efficient channels.
INCREASE REVENUELoyal and satisfied customers account for higher income where cost efficiency accounts for lower costs.
SUCCES STORY TRANSAVIA“The corporation with BlueLink during the implementation of WhatsApp could be described as a real team effort. The adaptation to this new medium was done without any hesitation by the webcare agents. The feedback loop was an important tool to measure the success of WhatsApp for our passengers. BlueLink is a strong partner; they monitored and gave constructive feedback to improve the tool and overall workflow.”
Jerry DowningWebcare manager Transavia
Transavia:20.000
conversations per month
Net Promot
or score 61 Customer
Satisfaction: 4,7/5
Customer Effort Score: 4,3/5 Gratitud
e index: 70%
IM PARTNERS
WHAT DOES BLUELINK PROVIDE OMNI-CHANNEL & CRM
20 years experience creating CRM strategies on 10 different channels for 15 partners.
LANGUAGE SKILLSStrategically placed centers all over the world for providing quality service in 33 languages.
COST EFFICIENCYBy optimizing operational excellence, together we will create more cost efficient operations.
DEVELOPMENTOur dedicated department will work closely with you to review the market for innovative developments.
CREATE YOUR OFFER TOGETHER WITH BLUELINK
For more information: Joris van der Spek [[email protected]]