App on-demandA c t i o n a t t h e M o m e n t o f T r u t h
powered by Dotlines | Singapore
92%
62%
85% 71%
85% 70%
Prefer visualmenu
Prefer digital channel for service inquiries
Preferself-assistance
Customers change companies due to poor service
MY population use smartphones
Containment achieved using VIVR
-Statista, Cisco, Gartner & MCMC
Digital interaction is the core of CX
Because traditional IVR can’t solve all issues
32% drop the call when asked to hold after a lengthy IVR
87% users find traditional IVR being irritating
79% negative word-of-mouth has poor IVR as root cause
63% stops taking service for bad IVR experience
83% believe they don’t get quick support
Survey Report of ‘19
~ $300k Average development
cost for 1st year
Is app the only solution then?
~ $5Cost per new
customer acquisition
49%Users don’t download
due to privacy issues
3%Customers retain any
business app after 3 months
Maybe not
Thus the traditional interactions remain dominant
70%30%
SMSIVREmail Agent
Mobile
app
Traditional CX Digital CX
We have a solution to bridgeBetween digital and traditional ways of customer interactions
INTRODUCING
Automated AV interaction
Human like conversation
Fully drag-n-drop customization
End-to-end reporting
touch locationcamera biometric
CALL
CLICK
BROWSE
ASSIST
Connecting with customers through digital, outbound & inbound for promotion & query resolutions
Customers opting-in to get faster & visually aided service just at a click and receive app on-demand link as a message
The link will redirect the customers to an audio guided site where they’ll find everything simple, vibrant and functional They’re eligible to connect
anytime to the RPO or live agents via call or chat for further assistance
01
02
03
04
Your app on-demand
Achieve High FCRStudies have shown that for companies who have invested in digital self-assistance, their FCR rates have shot up
Boost CX SatisfactionMcKinsey reports that 76% of customers who have opted for digital or semi-digital journeys have been highly satisfied by using it as opposed to traditional media such as IVR
Save Costs30% Savings in customer service
expenditure by companies that have adopted Pulse
Transform the CXPulse will essentially provide an omnichannel
digital customer experience by combining SMS, Calls and browser microsites
What Pulse can do for you
MARKETING
PRODUCTS & SERVICES
GROWTH
Reach Niche Markets
Personalized Campaigns
Pinpoint Accuracy
Virtual App Style
Product Range Offering
Voice assisted visual display
Fulfillment & requirements
Payments & Subscriptions
Merchant Acquisition
User Acquisition
Scalable Integration
Market Research
The Pulse CX Value Chain
Customer Care Assistance
Customer Care Assistance
Customer Care Assistance
SMS App on-demandIBD/OBD
SMS App on-demandIBD/OBD Call/Chat with agent
SMS App on-demandIBD/OBD Web/App
By supplementing/complementing your current CX points
Scenario: 01
Scenario: 02
Scenario: 03
With simple yet immense business impact
Business DevelopmentCustomer Service Mgt.
OBJ
ECTIVE
S Special Market Offerings
Generate Leads
Convert Leads
Better Customer Query Mgt.
Surveying Customer Exp,
Reducing CX Expenses
MQL
SQL
CURREN
T TO
OLS Digital Marketing
Field Activation
SMS
OBD
Call Center Agents
Digital Channels –IVR, SMS, Mail & FB
Business DevelopmentCustomer Service Mgt.
ISSU
ES
DigitalMarketing
FieldActivations
Assisted Calls
Contact Center• Costly 24/7 service• $.25/session
SMS5% open rate
IVR30%+ drop rate*
SOLU
TION
OBD SMS Visual IVR Agent
IBD/OBD/SMS/Mail/FB App on-demand
Email/FB30min+- response time*
Agent
Visual v/s Traditional92% prefer Visual
Specific Offerings80% want to see exactlywant they want
With simple yet immense business impact
Pulse For Healthcare
DisconnectPatients aren’t experts. Most times they don’t know what’s wrong with them, and doctors can’t read minds. Patients and doctors are facing more disconnect that ever before
Loss of TrustPatients trying to book a doctor at emergency would probably not be able to use traditional IVR or having to call a live agent. Because a patient’s needs are 24/7
Patient AttritionIn SEA pat ient attr i t ion, or pat ients not returning is up to 30% and this is a growing number with the increased competition in the market
Diagnosis MistimingUntimely diagnosis often results in the patient having gone too far along the condition for it to be curable. A patient not cured, is a patient lost.
What hurts Healthcare Companies?
01 02 03 04Reduce Call HoldsOn average patients stay on hold for 5 minutes before their desired services are reached using traditional IVR
Re-imagine Confusing MenuThe primary reason of dropped calls is simply because of confusing IVR menu that sound robotic and impersonal
Be Digitally FamiliarThe digital patient wants a completely digital on-boarding journey to be able to feel satisfaction from self-service
PersonalizeResearch has shown that personalized messages can greatly enhance the patient experience.
How to change the
Patient Exp.
The Pulse ExperienceWe take Pr ide at Enabl ing our Par tners
Anytime, anywhere, with ease and fully digitally
Book a Doctor
Pulse displays all the specializations and services
of a doctor
Pinpoint Needs
Appointment Reminders, and medical checkup
schedules
Get Reminders
Pulse can easily collect feedback on doctor's advice and education effectiveness
Doctor Feedback
Pulse enables all medical expenses to be paid online
via card or insurance
Pay Online
Pulse Results
Reduce No-ShowsPulse can book, remind, and follow up on patients automatically, and have them confirm an appointment with no human contact.
Save TimesBoth the patient and the hospital reduces significant amount of time by not having to stay on hold
Increase Returning PatientsPatient attrition is the biggest problem hospitals face and a stellar CX can make patients trust Hospitals even more.
Pulse For Telecoms
Archaic Customer ServiceSEA Telcos have stil l not been able to digitize all the processes of raising a complain. Customers are still forced to undergo boring, confusing, and robotic IVR platforms that leave on hold for long periods of time
Telco company pain-points
Excessive Call Center Costs
For a Telco, automation of the CC, using app-like interfaces can improve FCR, and increase the call-containment. As a result, customers themselves can solve trivial problems, leaving CC agents to handle only the most critical of calls.
Bronze Sector Targeting
Customer Profiling & Surveys
Mainstream communication often does not connect with the bronze category of the consumer segment i.e. Bangladeshi or Nepalese migrant community in Malays ia . Pulse can communicate in native language and the microsites that can attract more effectively
Survey tools usually produce low response rate due to its boring prompt or manner. Pulse’s unique multimedia omnichannel interface not only can make the conversation interactive but also allow you to drive your requirements fully
ELIMINATE CALL HOLDS
RE-IMAGINE CONFUSING MENU
BE DIGITALLY FAMILIAR
PRIORITIZE PRIVACY
69%
43%
62%
92%
According to an Accenture survey, 69% of 12k respondents said they were severely frustrated with long call hold times, and 47% of them drop the call and never make the query again
43% of respondents in a research by HBR said, they have experienced confusing menu when calling on IVRs and 30% of then eventually drop the call
In Western European Telcos, customers have experienced 62% satisfaction rate when using semi-digital customer service channels
GSMA Research revealed that most digital users value privacy before starting a digital journey. And 92% of the users are concerned that the data is being stolen without consent.
CX - What Telcos need
Pulse knows what the Telco Industry NeedsHow te lcos addres current i s sues
MIGRANT USERSALL EXISTING USERS
OBJ
ECTIVE
S Market Offerings
Generate Leads
Convert Leads
Customer Query Mgt.
Service Survey
Reduce Opex
MQL
SQL
CURREN
T TO
OLS Digital Marketing
Field Activation
SMS
OBD
Call Center Agents
MIGRANT USERSALL EXISTING USERS
ISSU
ES
DigitalMarketing
FieldActivations
Assisted Calls
Contact CenterRM 1-2/session
SMS5% open rate
IVR30%+ drop rate
Focused Offering75% want specific products
Language Barrier90% want offers in local language
SOLU
TION
OBD SMS Visual IVR CCA
IBD/OBD/SMS/CCA Visual IVR
Surveyed on 1k+ migrants in MY in ‘19 Compiled Global & MY study ‘19
Pulse knows what the Telco Industry NeedsHow te lcos addres current i s sues
PROBLEM
Live Case 1: Digi Malaysia
§ 15% increase in data pack sales
§ 72% conversion from app on-demand
§ 150k+ visitors/month
§ Telco operator having 1M+ BD migrant base
§ Switches operator for data offers
§ No proper medium to communicate with them
(Literacy challenge)
SOLUTION
RESULTS
Visit http://offer.sohoj.my/home.php for live experience
ফা ট া ফা টি ই ন ্ ট া রন ে ট অফা রে র জন ্ য হল ু দ ব া ট নট ি চ া প ু ন
৩ র ি ঙ ্ গ িত ে এ খ ন প েত ে প া র ে ন ৩ জি ব ি ই ন্ ট া র ন ে ট ! হ ল ু দ ব া টন ট ি চ ে প ে ফে ল ু ন
স ু প া র ! এখ ন আপন ি নী ল ব া ট ন টি চ া পল ে ই প ্ য া কট ি প ে য় ে য া ব
ে ন !
Optimizing call center operations
Sir, which brand do you prefer?
Hello dear! Press 1 if you want to enjoy the
services visually. Press 2 to continue with the
current IVR service
Please keep your phone connected
with the internet and click the link
shared with you in SMS
Hi, I am Mona. I will assist you with
virtual customer service center. Let
me know your query by pressing the
below buttons
Great! You can find amazing internet
packages here. Click blue button for monthly
15GB data package and yellow button for
monthly 20 GB data package
Specially
designed
offerings
Visual
Support
center
Optimized
cost &
time
Pulse
Please click the following link for Pulse www.pulse.com/123456
Amazing choice! You have options to
purchase using your airtime balance or
you can also recharge now. Please select
your preferred medium
Congratulations! You have
successfully purchased 15GB internet
at $5 per month. Thanks for being
with Pulse
Pulse for Telco CS mgt.
Visit http://tdemo.pro/pulse-vivr for live experience
Facilitating in Business Development
Bundle pack
sales
Data pack
sales
Communicate
offers
SMS to
push link
OBD to
reach
Voice
Assisted
browsing
Pulse for Telco promotions
Sir kindly highlight the sub-brand
Pulse
Please click the following link for Pulse www.pulse.com/123456
Visit http://tdemo.pro/pulse-vivr for live experience
Pulse For Disruptors
Diverse Yet Niche MarketsStartups initially launch MVPs into a niche markets that need a solution. However, people don’t always adopt mobile apps
initially though a great solution exists, the GTM Strategy of the startup fails to deliver
The need to be Digitally NativeIn the world of technology, customers set very high expectations from startups. Even if the product isn’t tech, everything else must be techy. Here, CX is a differentiating point in a competitive landscape
Lack of FamiliarityOften, disruptive startups create products that the market
isn’t ready for. Mainstream advertisements are not only expensive, but also less relatable, or have low ROI where Pulse delivers the best to reach-out to the market at the
best value-for-money
Pressure to GrowDisruptive startups have a huge amount of accountability to investors who expect them to reach customers/users/merchants etc goals. Here, Pulse plays a significant role to touch the pace
Startups have it the hardest
PROBLEM
Live Case 2: Chakri Bazar
§ 40% of the registered users also use Facebook
and targeted and approached through Pulse in
messenger bot
§ Total user increase 50% & active user 30%
§ Job portal of 1M+ registered members but less
than 10% were active in their account
SOLUTION
RESULTS
Visit http://tdemo.pro/chakribazar-vivr/ for live experience
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Pulse For InsuranceA f r iend in need, i s a f r iend indeed.
Digitally UnfulfillingDigital media is an integral part of our everyday lives, with even the underprivileged having some form of engagement digitally for services. However 80% of policy holders have reported that they carry no insurance apps on their phone.
Lack of Digital InnovationThe insurance industry in SEA has not been able to invest in the digital customer journey using omnichannel. A reason could be to avoid possible moral hazard, but without intense investment in digital-first insure-tech, the under-insured population will remain so.
Expensive Foot SoldiersOn average Insurers pay out up to 40% of the premium payment as commission rounds to multiple layers of In-person-agents and the agencies
Lack of KnowledgeA report by Lloyds of England suggested that, in a n y g i v e n s o c i e t y i n S E A 73% o f t h e community did not fu l ly understand what insurance is, much less assess its need
Why is insurance so hard?
Pulse knows what the Insurance Industry NeedsSolv ing Age o ld Problems at rock bottom pr ices
NEW CUSTOMERS EXISTING CUSTOMERS
OBJ
ECTIVE
STO
OLS
Market Policies
Generate Leads
Convert Leads
Digital Marketing
Field Activations
Assisted Calls Cost-Effective $ 0.06
Realize Payments
Up-sell & Cross-sell
Settle Claims
Apps (Only 30%)
Email (Only 5% Open Rate)
Contact Center (49% Non-Response)
MQL
SQL
My Policy Get Policy
Claim Premium
Support
My Policy
PACKAGE NAME
START DATE – END DATE
NEXT PREMIUM DATE
Pay Now Reminder
Upgrade Package
My Policy
Select Date
Select Time
Submit
Date Month Year
Minute Hour
How to remind you?
Call SMS
My Policy
Thank You!
Home
Support Support Support
Policy Name, Validity & Payment
Set Premium Reminder
Confirmation Message
Get Policy
Solo Silver Solo Gold
Couple Silver Couple Gold
Familio Silver Familio GoldOther Packages
Support
Get Policy
Other Packages
• Number of Person Insured: 4
• Life Coverage – Primary : RM 100k
• In-patient – 4P : RM 10k/each
• Out-patient – 4P : RM 5k/each
Buy Now Remind me
Support
Payment
Submit
Card Number
DD/MM
Expiry Date CVV
Code
Get Policy
Cardholder’s Name
Support
Select Policy
Input Details
Payment through
Bank/Wallet
Claim
Support Support
Account Details
Submit
A/C Holder’s Name
Bank/MFS Name
Account/Wallet
Number
Support
Policy
Insured
Claim for
Submit Submit
Upload Take
Photo
Claim Details Document
ClaimClaim Claim
Claim Details
Input Details
Confirmation & Status
Submit
Card Number
DD/MM
Expiry Date CVV
Code
Cardholder’s Name
Premium
• Premium: RM
10.00
• Due on: 5
January,
2020
Premium
Pay Now Remind me
Premium
Solo Silver
Couple Gold
Support Support Support
Details Payment
Select Package
Check Detail
Payment through
Bank/Wallet
How it looksInsurance
My Policy Get Policy
Claim Premium
Support
Out-Bound Dialing
Users calling hotline
to know how to
raise a claim
Voice Call to
introduce
SMS-link
Customer
receiving link in
SMS
In-Bound Dialing
Support
FAQ
How to pay
premium
Call agent
Support Menu
Query Details
How to claim
About packages
Support
Call agent
Select policy name, insured person & incident
Claim Details
Medical bills or damage evidence via photo or
attachment
Document
Bank name, account name and account number
Account Details
My Policy
Get Policy
Claim Premium
Support
Call sent to users to
remind about
paying premiums
Voice Call to
introduce
SMS-link
Customer
receiving link in
SMS
Premium Details
Payment Details
Get Policy
Other Packages
• Number of Person Insured: 4
• Life Coverage – Primary : RM 100k
• In-patient – 4P : RM 10k/each
• Out-patient – 4P : RM 5k/each
Buy Now Remind me
Support
Payment
Submit
Card Number
DD/MM
Expiry Date CVV
Code
Get Policy
Cardholder’s Name
Support
Pulse Use casesMult ip le problems, s ing le so lut ion
PROBLEM
Live Case 3: One Bank OK Wallet
§ Booming referral campaign at both end
bonus amount with app on-demand
§ 200% growth at just 20% budget increase
§ Only 10k+ MFS wallet app users compared to
20M+ of the leading one in Bangladesh
§ Digital acquisition only brought 1% MOM
SOLUTION
RESULTS
Visit http://103.239.252.183/ok_wallet_customer_obd_10_19/landing.php? for live experience
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PROBLEM
Live Case 4: Carnival Internet
§ 5% additional acquisition MOM
§ 25% bill collection cost reduction
§ ISP having 20k+ users facing issues with hefty
cost of bill collection and mass outreach for
acquisition
SOLUTION
RESULTS
Visit http://103.239.252.181/carnival_visual_ivr_8_19/home.php? for live experience
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Pre-sales Case – Reservation at Restaurant
Sir kindly highlight the sub-brandSir kindly highlight the sub-brandSir, which brand do you prefer? Sir kindly highlight the sub-brand
Aha… You’re a hungry bunny, isn’t it?
Choose the food type and we bring
surprises, OK?
Alright… Let’s select some of the
awesome choices we have.
Good choice. Now tell us how many you
want. We take note.
Is that for take-out or dine-in? We will
arrange all.
Great. Your order is complete and we’re
reaching you soon.
Applicable for Sales/Order generation, F&B, FMCG, eCommerce, Property, Durables
Pre-sales Case – Hotel booking
Sir kindly highlight the sub-brandSir kindly highlight the sub-brand
Welcome to TripTo! Let me know more
about your trip so that I can serve you the
best
Sir, which brand do you prefer?
Super! Here are some great room options
you can have a look
Which brand do you prefer?Sir kindly highlight the sub-brand
Nice choice. We have some options for
your preferred room
Which sub-brand do you prefer?
We need some details. Just key in and we’ll
take care of the rest.
Number of cigarette consumption in a week?
Congratulations! Your room has been
successfully booked. Have a nice journey!
Do you purchase cigarette online?
Applicable for Lead generation, Brand building (quiz/vote), Hospitality, Education, Property, Durables
Service Case – Card Activation
Sir kindly highlight the sub-brandSir kindly highlight the sub-brand
Welcome to Mastercard helpline. Pls
select the service.
Sir, which brand do you prefer?
Oh! No worries. Pls key in your card
number.
Which brand do you prefer?Sir kindly highlight the sub-brand
And your date of birth, for verification
only.
Which sub-brand do you prefer?
For final check, I have sent a CODE. Pls input
the same.
Your card is now blocked. Pls contact us to
get a new one.
Do you purchase cigarette online?
Applicable for Service activation, Banks, Hospitals, eCommerce, Value added services
Post sales customer feedback
Sir kindly highlight the sub-brandSir kindly highlight the sub-brand
I am 18+ years old
Welcome to our survey portal. Pls give us
few fundamentals and we take it from
here.
Sir, which brand do you prefer?
What is your most favored brand? You
can choose multiple, if you want.
Sir kindly highlight the sub-brand
Under Benson & Hedges, which sub-
brand cigarette you smoke the most?
How many number of sticks you smoke
per week. Approximation is just fine.
We’re curious to know – if you buy
cigarettes online.
Mix of both
Applicable for Feedback & Survey for B2C or B2B goods/service brands
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Survey Survey Survey
Do you smoke?
Which brand?
How many sticks?
Why it’s different?
Did you try e-cig?
What’d rate e-cig?
Would you allow us if we call you for further
details?
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