앞서가는고객들을잡아라 -...
TRANSCRIPT
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앞서가는 고객들을 잡아라,모바일시대의 컨택센타를위한지원전략Capturing customers moving forward, Enterprise mobile support strategy
한상준, Sangjun han
Director | Solution Business Division
RSUPPORT Co. Ltd.,
APRIL 28, 2015
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Development of Computer
face to face non – face to face
Online
Mobile
IoT(Internet of Things)
Minicomputer / PC
offline online
MainFrame
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Mobile Revolution모바일 혁명
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[ Source: IDC Worldwide Quarterly Smart Connected Device Tracker, June 17, 2014 ]
Worldwide Smart Connected Device Forecast Market Share by Product Category, 2013-2018
2013Actual
2014Forecast
2015 2016 2017 2018
100%
80%
60%
40%
20%
0%
Desktop PC Portable PC Smartphone Tablet plus 2-in-1
디바이스 점유율 현황
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[ Source: Ericsson Mobility Report, 2014]
세계 스마트폰 가입자 수 현황 및 전망2014-2020
27
33
40
46
51
56
61
2014 2015 2016 2017 2018 2019 2020
스마트폰 보급 현황※ 단위 : 억명
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[ Source: MIT Technology Review]
느림
완만
보통
빠름
39년
5년 10년 15년
스마트폰 확산 속도
2.5년
※ 각 항목의 보급률 40% 기준
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Started onsmartphone
Searchingfor info
Browsingthe internet
ShoppingOnline
Planninga Trip
ManagingFinances
SocialNetworking
Watching anOnline Video
[ Source: Google Research, 2012]
스마트폰을 통한 서비스 이용률
Smartphones are the most commonstarting place for online activities
65% 63% 65% 47% 59% 66% 56%
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“We no longer live in a mobile-first world.
We live in a mobile-only one.”
- Google CEO Larry Page -
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Mobile Support Strategy ?
모바일 시대의 고객지원, 기존과는 다른 전략이 필요합니다.
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Support Solution For
Support Solution By
Mobile Support Strategy
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Support Solution for Mobile
Mobile Pack
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RemoteCall Mobile Pack
RemoteCallMobile Pack
Call Center Agent Customer
In a word, You can teleport yourself beside of your customer.
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Remote Screen, Control
Mobile DeviceWeb Browser/Viewer
0
3
4
4
Viewer Login 2
Help Call !1
Room #2
3G, LTE, Wi-Fi
Server
RemoteCall Mobile Pack
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Basic Function
Screen Share
Remote Control
Function-RemoteCall Mobile Pack
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Basic Function
- System-Quick Setting
- Process- App.
- Message/Chat-Log
- File Transfer
Function-RemoteCall Mobile Pack
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Screen Share
- View- Guide
- Capture- Recording
Function-RemoteCall Mobile Pack
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Remote Control
-Icon Menu bar- Skin Button
IconMenu Bar
원격지원중 표시
Function-RemoteCall Mobile Pack
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※한국 L전자 사례
도입후
도입전
Benefit- 원격지원 도입 효과
※ L통신 내부 모바일 MDM 이용률
RemoteCall + mobile pack 도입
원격지원 도입 전후 2년 비교
35%
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Use Case 1. RemoteCall Mobile Pack
고객사요청미노출
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Use Case 2. RemoteCall Mobile Pack
서비스APP
지원용
스마트폰뱅킹 서비스
MTS 서비스
각종 모바일서비스
고객사요청미노출
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Support Solution By Mobile
Visual Pack
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RemoteCall Visual Pack
Call Center Agent Customer
RemoteCallVisual Pack
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RemoteCall Visual Pack
Mobile DeviceWeb Browser/Viewer
0
3Viewer Login 2
Help Call !1
Room #/App Link2
3G, LTE, Wi-Fi
Server4
Live video feed:Diagnose / Solve
4
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Function-RemoteCall Visual Pack
recording on server
real time watch
Drawing
Capture
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check
before
1st visit – define symptom
2nd Visit – solve problem
check & define
1st Visit – solve problem
reducevisiting
after
BeneFit – Visiting Cost Saving
RemoteCallVisual Pack
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1st Call Resolution
Satisfaction(Royalty)
Again Call
Call Escalation
BeneFit – Others
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Use Case 1. RemoteCall Visual Pack
RemoteCall + visual pack for
고객사요청미노출
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RemoteCall + visual pack for ○○ companyCar Accident
Customer Phone
Real-time Video Streaming
Support in real-time Insurance Agent
Use Case 2. RemoteCall VisualPack
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Easy to confirm the discount option by mileage
Show my drawing~
Easy to confirm the discount option by black box
Real-time 3G | LTE | Wi-Fi
Show my drawing~
Insurance Agent
Customer Phone
RemoteCall + visual pack for ○○ companyAddons / Premiums
Use Case 2. RemoteCall VisualPack
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Demo & Q/A
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알서포트 소개
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한국과 일본을 필두로 아시아 원격지원 시장의 절대적인 지배력 확보
글로벌 원격지원 기업 주요 활동영역
10~12년 국내 원격지원 시장 M/S 추이 10~12년 일본 원격지원 시장 M/S 추이
Company Introduce
2010 2011 2012
RSUPPORT
Others (3)Unit : %
SourceOur market share compared to estimates based on sales data (based on 2012), reference to K-report (Korea Enterprise Data)
67
33
69
31
67
33
2010 2011 2012
RSUPPORT
Others (3)Unit : %
SourceJapan MIC research center(2012)
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Company Introduce
산업을 리드하는 "Global 6,000" 고객 확보로 안정적인 수익기반 구축
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Product Introduce
[B2B] remote support for PC & mobile & video
[B2BC] remote control for PC
[B2BC] remote control for Mobile
[B2C] screen recorder for PC & Mobile
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Thank you.
한상준, Sangjun Han
Director | Solution Business Division
RSUPPORT Co. Ltd.,
070-7011-0587