Simple Social CRM

SIMPLE SOCIAL CRM

Introduction to PeopleConnectWhy do we need it?Features for enterpriseDemoComparison with currently available

alternativesRoadmapDiscussion

SIMPLE SOCIAL CRM

PeopleConnect is a platform that

allows public and enterprise instant messaging users to consume

automated self care and

agent assisted live support,

with a snappy user friendly experience.

SIMPLE SOCIAL CRM

One in every three consumers in US is probably online on IM! Source:Pew Internet and American Life Project & Nielsen Media Tracking.

Possibly the most cost effective channel for customer support.

“Presence”, the softer aspect of support. Channel for simple clutter free

promotion, without spamming the customer.

Social Media Benefits + Enterprise grade security and reliability

And.. easiest way to provide support over mobile data

SIMPLE SOCIAL CRM

SIMPLE SOCIAL CRM

High cost to provide agent based support.

Identity in web self care systems Simplicity in web self care Fastest access to the desired

information Blocking wait times on voice No conversation record available to the

customer which can be quoted later on

SIMPLE SOCIAL CRM

Web Self Care PeopleConnect

Identity Proliferation of usernames and passwords for each service provider

User is always authenticated by the IM network

Navigation Each service provider has different kind of navigation for web pages.

Relatively more standardized IVR style navigation is supported

Render rich content Great flexibility in formatting content and rendering rich media.

Plain text messaging is used and recommended. It however supports sending links to appropriate information

Handling a specific request

A contact us link needs to be searched for, then find the appropriate number to be called, then switch to another medium.

Just send “chat” to connect to a live support person. It adds you to the support queue, and user can work while they are waiting!

SIMPLE SOCIAL CRM

IVR PeopleConnect

Identity Is one of the biggest reasons why customers tend to move towards agent assisted support.

Inherent in the channel.

Navigation Since it is voice based, it is very important to hear out all the options correctly, as the error wastes a lot of time.

It is text based and visual. So easy to read out options without wasting too much time.

Reference numbers Customer has to manually record the transaction reference number for a transaction.

Transaction reference numbers are capture automatically and sent to the customer for future reference

SIMPLE SOCIAL CRM

CHANNEL SECURITY PEOPLE CONNECT SECURITY

Two factor authentication using sms for sensitive transactions

Message in waiting feature authenticated by personal info

Transport level security on AIM/Gtalk/Skype

Secure authentication on MSN and Yahoo.

SIMPLE SOCIAL CRM

SIMPLE SOCIAL CRM

Designed to scale In-Built security utilities Seamless transfer between automated

and agent assisted session Enterprise grade performance Knowledge/Experience of Enterprise

systems and Integration Focus on user behavior and

experience

SIMPLE SOCIAL CRM

Personalization Favorites Natural language processing

Media Social networks Widgets

CRM Salesforce Siebel

SIMPLE SOCIAL CRM

Thanks for your time, PeopleConnect welcomes feedback on the solution, and would be pleased to partner with you on the road to Simple Social CRM.