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Mobile

Drive Digital Engagement

Digital consumers expect full control over how, when, and where they interact with your brand. Make it effortless for them.

Engage Digital Consumers or Lose

Creating a mobile experience that engages digital consumers could be the difference between life and death for your brand. Here's why:

  • 182 million US consumers have smartphones (PewResearch).
  • Mobile will account for 50 percent of digital commerce revenue by 2017 (Gartner).
  • Digital sales expected to top $430 billion by 2017, up over 60 percent from 2013 (Gartner)

Digital sales are surging. But here's the question. Can your digital engagement strategy keep pace with the mobile lifestyle?

Learn More

 

Which mobile experience do your customers deserve?

(90 second video)

The Magic of My:Time 3.0

The old school view of customer engagement is a phone call, chat, or digital interaction that happens only at the tail end of the sales process. But consumers have changed. They’re more digital, more mobile, more demanding than that. And they want more control of the customer experience, a new model of engagement that can happen at any point in the customer journey. That's the beauty of My:Time 3.0.

For starters, My:Time 3.0 accommodates interruptions in the customer engagement experience. With its advanced, cross-channel messaging funtionality, My:Time 3.0 allows you to start a digital interaction on one device. Then, continue the interaction -- at your convenience -- on another device, including desktop, web, or mobile web, without the hassle of exiting the app to make a toll-free call, getting stuck on hold, or waiting in a chat queue to get the assistance you need. 

But the real magic of My:Time 3.0 is in the cloud. The Contact Solutions cloud platform manages all My:Time 3.0 conversations, conversation history, and personalization. It serves up all the self-service features of My:Time 3.0, and supports integrations with back-end enterprise data bases, such as CRM and payment systems.

If you're looking for quick and easy software integration, it's a snap to add My:Time 3.0 to any website or mobile website in Safari, Google Chrome, and Firefox, as well as iOS and Android™ native mobile apps. Native app and web SDKs can be integrated in minutes to existing mobile app and Web environments. What could be more convenient than that? 

 

Learn More

 

Boston Globe Goes Mobile with My:Time

“My:Time will become the underpinning of our support environment for our digital products and for our home delivery customers. … My:Time is efficient and easy to use in a channel that clearly is a massively growing one, and it provides great customer experience within the mobile environment.” 

--Robert Saurer, Director of Customer Experience & Innovation at The Boston Globe

The Boston Globe recently deployed My:Time to deliver mobile customer care to their home delivery subscribers.  In this exclusive interview, Robert Saurer, Director of Customer Experience & Innovation at The Boston Globe discusses the initial implementation of My:Time, how it supports their mobile strategy, and what impact it had on their customers and contact center agents. 

Cross-Channel Digital Engagement, Whoot! Whoot!

If 70 percent of buying experiences are based on how people feel they're being treated (McKinsey), why do organizations continue to depend on customer engagement models that make people feel as if their time isn't valued? That's the opposite of engagement.

Ever start a chat session on a laptop, get interrupted, then have to start a new session with another agent, who doesn't know who you are, or why you need assistance, which forces you to repeat information that you provided in the previous chat session? Grrrrrr! What a hassle!

Here's the thing. Digital consumers are driven by the mobile lifestyle. Which marks a massive shift in how your customers expect to be served. The best time to engage them is when they need assistance. That's how you build trust, how you open the door to other interaction opportunities, how you minimize the risk of customer defections. 

On the other hand, if you’re not available at those "I-need-assistance" moments in the customer journey. Or, if you make it inconvenient for consumers to get the help they need, they'll quickly take their business elsewhere. The good news is that when digital consumers do get the kind of experience they expect, they’re willing to spend more and engage with your brand more often. Our research shows that 70 percent of mobile consumers are willing to spend more for excellent customer service. On the flip side, over 40 percent will bounce, if you fail to meet their expectations.

Here's another way to look at it. If it’s worth giving consumers an experience that fits their mobile lifestyle, it’s worth creating an experience that’s highly tolerant of interruptions, where your customers can start an interaction when it’s convenient for them, stop for any reason, and pick up right where they left off– even if it’s hours or days later. And, even if they want to continue the interaction on another device. The best customer engagement models offer that kind of cross-channel convenience.

My:Time 3.0 is a case in point. It’s centered on the smartphone, but it’s not limited to smartphone interactions. It remembers your preferences, your interaction history, and the context of your interactions, as you move across channels– including mobile apps, the web, mobile web, and live agent interactions as well.

With its cross-channel messaging functionality, My:Time 3.0 allows you to ask a question via your desktop app, exit the app to do something else. Then, it’ll send a notification when a contact center agent is available to answer your question. That’s a much more engaging alternative than being forced to sit at your desktop, waiting to get the assistance you need, when you'd rather be doing something else.

Another key element of My:Time 3.0 is that it eliminates the hassle of repeating information that you previously provided at other interaction points in your customer journey. It gives contact center agents visibility into your previous communications history, so they can understand the context of your brand interactions. This is precisely the opposite of what happens with conventional models of customer care.

What it comes down to is this. MY:Time 3.0 represents a new approach to customer engagement, which pretty much turns old school customer engagement on its head.

 

 

 

Digital Engagement
Saturday, October 3, 2015 - 21:16
Andrea Katsivelis
Digital Engagement: Can you say YES to “being in the moment?”
Missing out on critical moments when your customers, prospects, browsers, or shoppers are visiting you in your digital world—and by that I mean your website, mobile website, and mobile app—is like...
Sunday, June 7, 2015 - 14:03
John Hibel
Conversion Crisis: Are Your Mobile Shoppers Web Floppers?
It’s not what you’re thinking.  This is a tale of customer experience in a time of remarkable change.  It begins with showrooming, the despicable term that brick and mortar retailers utter...

Customer Service Challenges

Engage Digital Consumers or Lose

Creating a mobile experience that engages digital consumers could be the difference between life and death for your brand. Here's why:

  • 182 million US consumers have smartphones (PewResearch).
  • Mobile will account for 50 percent of digital commerce revenue by 2017 (Gartner).
  • Digital sales expected to top $430 billion by 2017, up over 60 percent from 2013 (Gartner)

Digital sales are surging. But here's the question. Can your digital engagement strategy keep pace with the mobile lifestyle?

Learn More

 

Which mobile experience do your customers deserve?

(90 second video)

Our Solution

The Magic of My:Time 3.0

The old school view of customer engagement is a phone call, chat, or digital interaction that happens only at the tail end of the sales process. But consumers have changed. They’re more digital, more mobile, more demanding than that. And they want more control of the customer experience, a new model of engagement that can happen at any point in the customer journey. That's the beauty of My:Time 3.0.

For starters, My:Time 3.0 accommodates interruptions in the customer engagement experience. With its advanced, cross-channel messaging funtionality, My:Time 3.0 allows you to start a digital interaction on one device. Then, continue the interaction -- at your convenience -- on another device, including desktop, web, or mobile web, without the hassle of exiting the app to make a toll-free call, getting stuck on hold, or waiting in a chat queue to get the assistance you need. 

But the real magic of My:Time 3.0 is in the cloud. The Contact Solutions cloud platform manages all My:Time 3.0 conversations, conversation history, and personalization. It serves up all the self-service features of My:Time 3.0, and supports integrations with back-end enterprise data bases, such as CRM and payment systems.

If you're looking for quick and easy software integration, it's a snap to add My:Time 3.0 to any website or mobile website in Safari, Google Chrome, and Firefox, as well as iOS and Android™ native mobile apps. Native app and web SDKs can be integrated in minutes to existing mobile app and Web environments. What could be more convenient than that? 

 

Learn More

 

Customer Value

Boston Globe Goes Mobile with My:Time

“My:Time will become the underpinning of our support environment for our digital products and for our home delivery customers. … My:Time is efficient and easy to use in a channel that clearly is a massively growing one, and it provides great customer experience within the mobile environment.” 

--Robert Saurer, Director of Customer Experience & Innovation at The Boston Globe

The Boston Globe recently deployed My:Time to deliver mobile customer care to their home delivery subscribers.  In this exclusive interview, Robert Saurer, Director of Customer Experience & Innovation at The Boston Globe discusses the initial implementation of My:Time, how it supports their mobile strategy, and what impact it had on their customers and contact center agents. 

Cross-Channel Digital Engagement, Whoot! Whoot!

If 70 percent of buying experiences are based on how people feel they're being treated (McKinsey), why do organizations continue to depend on customer engagement models that make people feel as if their time isn't valued? That's the opposite of engagement.

Ever start a chat session on a laptop, get interrupted, then have to start a new session with another agent, who doesn't know who you are, or why you need assistance, which forces you to repeat information that you provided in the previous chat session? Grrrrrr! What a hassle!

Here's the thing. Digital consumers are driven by the mobile lifestyle. Which marks a massive shift in how your customers expect to be served. The best time to engage them is when they need assistance. That's how you build trust, how you open the door to other interaction opportunities, how you minimize the risk of customer defections. 

On the other hand, if you’re not available at those "I-need-assistance" moments in the customer journey. Or, if you make it inconvenient for consumers to get the help they need, they'll quickly take their business elsewhere. The good news is that when digital consumers do get the kind of experience they expect, they’re willing to spend more and engage with your brand more often. Our research shows that 70 percent of mobile consumers are willing to spend more for excellent customer service. On the flip side, over 40 percent will bounce, if you fail to meet their expectations.

Here's another way to look at it. If it’s worth giving consumers an experience that fits their mobile lifestyle, it’s worth creating an experience that’s highly tolerant of interruptions, where your customers can start an interaction when it’s convenient for them, stop for any reason, and pick up right where they left off– even if it’s hours or days later. And, even if they want to continue the interaction on another device. The best customer engagement models offer that kind of cross-channel convenience.

My:Time 3.0 is a case in point. It’s centered on the smartphone, but it’s not limited to smartphone interactions. It remembers your preferences, your interaction history, and the context of your interactions, as you move across channels– including mobile apps, the web, mobile web, and live agent interactions as well.

With its cross-channel messaging functionality, My:Time 3.0 allows you to ask a question via your desktop app, exit the app to do something else. Then, it’ll send a notification when a contact center agent is available to answer your question. That’s a much more engaging alternative than being forced to sit at your desktop, waiting to get the assistance you need, when you'd rather be doing something else.

Another key element of My:Time 3.0 is that it eliminates the hassle of repeating information that you previously provided at other interaction points in your customer journey. It gives contact center agents visibility into your previous communications history, so they can understand the context of your brand interactions. This is precisely the opposite of what happens with conventional models of customer care.

What it comes down to is this. MY:Time 3.0 represents a new approach to customer engagement, which pretty much turns old school customer engagement on its head.

 

 

 

Blog

Digital Engagement
Saturday, October 3, 2015 - 21:16
Andrea Katsivelis
Digital Engagement: Can you say YES to “being in the moment?”
Missing out on critical moments when your customers, prospects, browsers, or shoppers are visiting you in your digital world—and by that I mean your website, mobile website, and mobile app—is like...
Sunday, June 7, 2015 - 14:03
John Hibel
Conversion Crisis: Are Your Mobile Shoppers Web Floppers?
It’s not what you’re thinking.  This is a tale of customer experience in a time of remarkable change.  It begins with showrooming, the despicable term that brick and mortar retailers utter...
MyTime 3.0 Datasheet
MyTime 3.0 Datasheet

How quickly can mobile customer care change?

(90 second video)