AUGUST 2011 ISSUE

News Online Xchange

instant messaging
Short Message Service (SMS)

AUGUST 2011 BUSINESS NEWSLETTER

News Online Xchange (NOX) is the o cial monthly business newsletter of New Media Services Pty. Ltd. It serves to give up-to-date information on the products and services under the NMS brand, as well as news involving the Web and Mobile industries.

electronic-mail
web to mobile
Customer Care Goes Mobile
The Objective
2010 2011 2012 2013 2014 2015 8 22 54 131 215 327
0 7,000

A simple case study on the integration of SMS-based live chat and customer care.

XYZ Company, a travel products and services provider wanted to leverage the exponential growth of the mobile medium and deploy an easily accessible and easy-to-use mobile platform to further ensure seamless communication with its customers.
Global Mobile Data Traffic Forecast by Region
Petabytes per Month 92% CAGR 2010-2015
5.5% 6.2% 7.8% 9.2%
Latin America (LATAM) Central & Eastern Europe

(PB per month)

Middle East & Africa (MEA)

15.7%
3,000

Japan North America (NA)

26.3%

Western Europe (WE) Asia - Pacific (APAC)

29.3%

Handset data traffic per month, 2010 - 2015

Source: Coda Research Consultancy 2010

2010

2011

2012

2013

2014

2015

Source: Cisco VNI Mobile, 2011

Mobile data revenues (not including SMS charges) are forecast to make up 87 percent of all data revenue for the carriers by 2015.
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AUGUST 2011 ISSUE

AUGUST 2011 BUSINESS NEWSLETTER

The Strategy
XYZ Company partnered with a mobile customer care and marketing services provider as well as a live chat provider to offer mobile live chat via SMS to its customers.

LIVE CHAT

XYZ Company partnered with a mobile customer care and marketing services provider as well as a live chat provider to offer mobile live chat via SMS to its customers. By extending their service to the mobile device, their customers are no longer dependent on a laptop and WiFi connection to change a ticket or communicate with a travel agent they can access a live travel agent via SMS chat instantly and from almost anywhere.

The Result

This tactic not only enhances customer loyalty, with an 80 percent retention rate when customers use mobile live chat services, but also holds the line on staffing costs for the XYZ Company, as mobile live chat lets customer service agents handle up to four chats at once.

"As our travelers often nd to make travel reservations at e last minute, e ease-of-use and instant access of mobile live chat furer empowers e customer by providing anytime, anywhere customer care. By providing access to a live agent via mobile text, we can increase loyalty and fge long-lasting relationships wi our customers. In addition, mobile live chat service opens e dos to new revenues rough ads and supplementary service offerings." ~ CEO of XYZ Company

Increased Profit Reduced Cost

Ecienc
Customer Satisfaction

Effectiveness

Surprising Facts
The adoption rate of mobile of mobile chat versus PC-based Internet chat happens so quickly.

Quality

Users tend to use mobile chat even though they were within reach of their PC. Early indications show that because of the common use of SMS, typing was not an issue or deterrent of using mobile chat.

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AUGUST 2011 ISSUE

AUGUST 2011 BUSINESS NEWSLETTER

Wi e explosive grow of mobile devices and e "instant access"Mentality ey ing, businesses must continue to shift eir perceptions at today's consumer wi go out of eir way to sk assistance.

Organizations should create customer service plans that mirror the modern, mobile consumer.
SOURCE: Reference: http://www.mobilemarketer.com/cms/resources/case-studies/8062.html

WHY YOUR COMPANY SHOULD CONSIDER AN ALTERNATIVE EMAIL PLATFORM

Email has become more critical to the communications needs of small and large organizations than the telephone, real-time communications systems, fax or even in-person meetings.

A survey conducted by Osterman

Research in March 2009 found that the typical user spends two hours and 32 minutes on a typical workday doing something in their email client. By contrast, that user will spend slightly less time on a typical day attending inperson meetings and talking on the telephone combined.

Wha Doe i Mea?

Email systems must satisfy a variety of requirements for various entities in an organization Users must be able to access email whenever and wherever they are located, including from their home computers and from mobile devices. IT administrators must be able to deploy, configure and manage the email systems with as little effort as possible.

Business managers must be able to ensure that email services, including robust security capabilities, are maintained as inexpensively as possible.

The growing interest in cloudbased computing means that email services that are maintained by service providers must also be robust and able to support users in organizations large & small

What organizations of all sizes need is an email capability that is highly reliable, highly scalable and inexpensive to operate.

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JULY 2011 BUSINESS NEWSLETTER AUGUST 2011 BUSINESS NEWSLETTER

Email is a critical tool for users in organizations of all sizes.

For Low-end Enterprise Environments
It must be easy to install, configure and manage, particularly for organizations or satellite oces of larger organizations that may not have a dedicated IT sta. It must require as little additional expertise and infrastructure as possible. It must have a low cost of acquisition and management. It must provide robust security and filtering capabilities to protect against the growing variety o spam and malware traversing the Internet.

For High-end Enterprise Environments

Calendaring, sharing and permissions Detailed reports and usage statistics Custom filtering and message rules. Integration with other network systems High availability and basic clustering
Source: http://www.axigen.com/articles/an-osterman-research-white-paper-axigen-the-alternative-for-exchange_56.html

LOOP

Simplicity and Accessibility Combined

LOOP is an all-around online platform for SMS exchange, WAP chatting, Email response and Instant messaging that delivers what clients and their end-users deserve.

Commercial Benefits
Real Time Responses Demo using your own Mobile Phones Unassigned Messages Notifications via SMS or EMAIL Expiration Period for Users Time Stamp (Time Zones) Subscribers Lifetime Value Report Customize Auto Message Daily/Unique Subscribers Report

FEATURES
SMS Chat WAP Chat Emails MoBiGo IM Chat Moderation Bulk SMS

Text Alerts & Bulk SMS Platforms

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