iViP's Solution
Seth Godin, marketing guru, says that great products begin with a great idea. The great idea behind iViP is that customers should be text messaging their favorite businesses from their mobile phones, just like they would their friends. Repeat contact with a business counts as a relationship, doesn't it? Why have businesses been excluded from the texting universe? Twitter your friends, but call a 1-800 number to reach an impersonal voice robot? Your doctor, car dealership, realtor, financial advisor, vendor, mechanic, hair salon, any business relationship that lasts longer than a single purchase should be in your favorite contacts list on your smartphone so you can text message them anytime.Most people are best reached now via their mobile phones. That is their 'Address' - not their office, not their company's secretary, not their mailing address, but by their mobile number. Many business problems can best be solved by reaching the decision maker with instant and personal texts.
According to the Nielsen Mobilesurvey, American cellphone users are texting more than they’re making phone calls. The study looked at the second quarter of 2008 and found that US cell phone subscribers sent and received an average of 357 text messages a month, compared to making only 204 phone calls a month.
Messaging
Reachable
Reach your audience in person no matter where they are.
Simple & Concise
By getting to the point fast, business transactions take less time.
Clear
Caller ID automatically delivers the entire conversation history and each new text becomes part of the permanent customer record.
Always ON
Because of our mobile lifestyle, chances are the decision maker is rarely at their desk anymore. You will be able to reach them whenever necessary in a simple and non-interruptive way.
The reason that SMS continues to be the dominant force in mobile marketing is simply reach and usage. Nearly every cellphone in the U.S. is capable of text messaging and because it is used regularly for personal communication, it's always top of mind in terms of general daily use. By comparison, only 18 percent of all phones in the U.S. are smartphones.
~ AdWeek April 1, 2010
Teamwork
Share the Workload
Messages can be routed to select teammates or the TextMaster.
Be Consistent
When multiple agents handle a customer request, prior decisions and directions are displayed which will save time for all involved.
Add Notes for Other Reps
Teammates can add notes on-screen in real time while another rep is chatting with the customer.
Delivered to the Right Person
One-to-one relationships are preserved when users take ownership of a conversation, or they can leave it unassigned.
Ease of Use
Intuitive Graphics
The user interface displays clear and pertinent information when you need it.
Color Coded Messaging
All messages are color coded according to sender and message type. They are also sorted and appear by priority.
Bubble Animation Confirms Send
Message animation gives you the assurance that your work has been processed. Records expand and collapse with a mouse click to display more or less information.
Resize or Minimize to Task bar
The Messenger can run as small as a button on your task bar or be expanded full screen to access more functionality.
Customer Satisfaction
Looks & Feels Just Like Texting Their Best Friend
Your business appears as a single mobile number on their phone, and they can enter their rep’s name, such as “Sam at Main Street Auto” or “Suzie at Dr. Snow’s Office”
No More Machine Greetings, No Dialing 1-800 #’s, No Leaving Voicemails
No need for front office receptionists to act as gatekeepers. Inbound texts are routed to their assigned agent with whom they already have an established relationship.
Response Guaranteed
If your service center gets bombarded with multiple texts all at once, customers will always get an answer. Either by other available teammates or their rep’s Auto-Reply.
No Waiting on Hold, No Need to Step Outside to Take Your Call
Texting does not require both parties to drop everything in order to conduct business. Messages can be responded to within a reasonable time frame.
Mobile Customers Can Do Business While On the Go
Where are your customers when your doors are open? They are commuting, at work, running errands - not at home by their phones or near their computers. You need a mobile communication solution!
Workflow
Encourages Multi-tasking
Agents can read and respond to multiple inbound requests faster than they can talk to each caller one-at-a-time.
No More Phone Call Interruptions
Text messaging blurs the time over which a meaningful conversation can take place, giving freedom to prioritize.
Use QuickTexts, Hot Keys, Merge Fields for Names
Each user’s personal Messenger can be customized with their most common phrases, questions, greetings - minimizing the keystrokes necessary for outbound texts.
Spikes & Lulls
Busy Call Centers have all experienced times when everyone calls in and then no one calls in. Texting smooths out these hi & low volume periods by expanding the window for acceptable response times, reducing manpower requirements.
Benefits of Cloud Computing
Encourages Multi-tasking
Agents can read and respond to multiple inbound requests faster than they can talk to each caller one-at-a-time.
No More Phone Call Interruptions
Text messaging blurs the time over which a meaningful conversation can take place, giving freedom to prioritize.
Use QuickTexts, Hot Keys, Merge Fields for Names
Each user’s personal Messenger can be customized with their most common phrases, questions, greetings - minimizing the keystrokes necessary for outbound texts.
Spikes & Lulls
Busy Call Centers have all experienced times when everyone calls in and then no one calls in. Texting smooths out these hi & low volume periods by expanding the window for acceptable response times, reducing manpower requirements.
