Texting Is Not Just for Teenagers: The Power of Proactive SMS

John Tallarico – VP, Product Management, GenesysFred Mondragon – VP, Business Development, Medallia

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Sources: - eWeek/HeyWire- Forrester, Vendor Landscape: Mobile Messaging Platforms- Digital Marketing Magazine

52%prefer texting more than their current preferred

method of communication for customer support

Consumers prefer SMS for customer support…

98%of SMS messages are

opened, compared to 20% open rates for email

And the results are good…

75%of consumers surveyed

would like to have offers sent to them via SMS

Consumers want SMS for offers and notifications…

• Reaching your customers through mobile messaging

• Genesys delivers versatile outbound solutions

• Use cases delivering a strong ROI

• Medallia shares their story around outbound

• Q&A

Let’s Talk!

Common Outbound Use Cases

Payments & Collections

Proactive Customer Care

Sales Alerts & Promotions

Upselling & Cross-selling

TCPA Compliance

Loyalty Program Updates

Customer Win Back

Payment Reminders

Prepaid Card Replenishments

Renewal Notices

Text-to-Pay

Early & Late Stage Collections

Payment Processor Integrations

Sales & Marketing

Customer Opt-In

Onboarding & New Customer Engagement

Appointment & Prescription Reminders

Order Confirmations & Status Updates

Fraud Alerts & Mitigation

NPS Surveys

• Established and tested SMS connectivity in 60+ countries, with the ability to secure connectivity in virtually any other country

• PCI Level 1 certified platform delivers 1 billion messages/year

• Enables automated or agent-assisted customer interactions

• Removes the need to establish additional vendor relationships

• Save money on per-message fees by leveraging volume price advantages through Genesys

• Rely on over a decade of hands-on experience helping organizations incorporate proven text messaging strategies using in-country best practices

Why Choose Genesys

With virtually unlimited global reach, Genesys is the trusted partner for using SMS to communicate with consumers around the world

• Integrated Multi-Channel Support (SMS, Voice, Email)

• List Management

• Campaign Management

• Compliance Controls

• Blending with Inbound

• Agent Desktop and Supervisor Dashboards

• Real-Time and Historical Reporting

• Deployable in the Cloud, On-Premise, or as Pure Aggregation Offer

Genesys Outbound Key Features

How Does the Aggregation Service Work

ChallengesU.S. Cellular wanted to increase on-time replenishment rates by ensuring that pre-paid customers know when they need to replenish their accounts to avoid an interruption in their service and potential churn

Solution• Use Genesys Outbound to create an SMS text messaging campaign to

remind pre-paid customers of their replenishment date • The messages were automatically triggered three days before the due

date and were customized with the customer’s bill date

Results• 100% increase in on-time replenishment of pre-paid cards• Lower customer churn• Improve customer satisfaction

Case Study: U.S. Cellular

Genesys Outbound Increases On-Time Replenishment Rates by 100%

Many customers responded very positively with feedback such as “OK, thanks for reminding me,” “Thank you very much,” and “Thanks so much!”

Case Study: Top 3 US Cable Company

Genesys Sends Text Reminders to Increase Appointment Success Rate

“Sending text-based reminders has streamlined our client’s installation processes and increased customer satisfaction scores.”

Lindsay ShieldsDirector of Client Care, OnProcess

Challenges• Low satisfaction resulting from customers missing their scheduled

installation and service appointments

• Operational inefficiencies from unnecessary truck rolls include:

rescheduling, rerouting, and technician costs; delay service revenue

Solution• Genesys reseller OnProcess implemented Genesys Outbound on behalf

of a top three U.S. cable operator to remind customers of their scheduled

in-home appointments

• Send SMS text message to confirm installation appointments to mobile

opted-in customers

Results• 7% improvement in appointment success rate

• $1.2 million cost savings per year

• $1.7 million per year increase in acquisition revenue

Case Study: Top 10 Financial Institution

Genesys Initiates Payments via ‘Pay-by-Text’ by 14% of Customers

ChallengesOne of the world’s largest financial services institutions sought to increase

payment of auto loans and lower the cost-to-collect by enabling

customers to make self-service credit card payments via SMS

SolutionUse Genesys Outbound for cross-channel blending and preference

management to enable new ‘text-to-pay’ program:

• OPT-IN: Customer opts-in to program by text and Genesys captures and

stores customer consent

• COMPLETE ENROLLMENT: Transfer customer to automated voice

message to capture confidential credentials for ongoing text payments

• PAY-BY-TEXT: Customer initiates payments using payment method on

file by texting “pay” and passing a verification event

Results• 14% of enrolled customers have initiated a payment via text

• Plan to roll out text-to-pay to more geographies and product lines

• Year founded: 2001

• Total employees: >1,000

• Total brands: >400

• Headquarters: Palo Alto, CA

• Offices: New York City, Toronto, London, Stuttgart, Paris, Sydney, Melbourne, Hong Kong, Buenos Aires

• Sequoia Backed

Medallia Overview

Creating a world where companies are loved by their customers and employees.

v

INTEGRATE

Targets

Invitation

Files

Organizational

Files

Customer

Data

Operational

Data

Expanded View

Big Data Engine

In-Memory Analytics | Native Text Analytics

Organizational Mapping

ANALYZE/ACT

Real Time Distributed

Actions & Reports

Frontline Teams

Managers & Supervisors

Executives Corporate Insights

CAPTURE

Data

CollectionChannels

Web

Surveys

IVR

Surveys

SMS and

Mobile

Feedback

Social

Feedback

Others

Contact

Centers

Locations

Key

Accounts

Employees

Web

Experience

• Response templates are available on all mediums

• Local management involved and learning

Closed Loop Operational Alerts & Email Templates

Native Text Analytics

Identify emerging trends

Shorten questionnaires,

increase insights

Understand the whys

behind the whats

Replace manual coding

1. 1

2. 2

3

4

5 Prioritize improvements

THE LEGO GROUP

700K+

• Retail

• Shop@Home

• LEGO.com

• Product

• Contact Center

5 Listening Programs

Surveys collected per year

NPS 78in LEGO Stores

2013 Forrester Outside

In Award Winner

Mercedes-Benz USA

500k Surveys completed each year

363Dealers in the US

5,000Users

• Mobile messaging is a versatile mechanism in reaching your customers

• Genesys delivers solutions and technology that is versatile to suit many environments

• The use cases shared and success through Medallia underscore the strong ROI

• Thank you

• Q&A

Parting Thoughts!

John Tallarico

Vice President of Product Management

Outbound

email: john.Tallarico@genesys.com

phone: +1 781 202 1141

Where to get more

information.

Today or Tomorrow at CX17• The CX17 event app has direct links to use cases like Proactively

Keep Customers Informed via SMS Notifications

• Come and see us at the Outbound booth! We will be happy to take

you through our products or discuss outbound engagement strategies.

When you are back at the office• Check out customer success stories on genesys.com

• Speak to Genesys staff - we are here to help!