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Mobile

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  1. Mobile Chicago User Group

  2. LP Mobile Each Month… 60 Million Visits Monitored 4 Million Messages Sent

  3. Defining “Mobile”

  4. What is “Mobile” Today? 1999 2009 2014

  5. Why Mobile?

  6. What can you do about it?

  7. Understanding the mobile adoption curve • Where are you on the mobile/tablet adoption curve? • Desktop website only • m dot website (and/or t dot website for tablets) • Responsive web design • Native iOS, Android apps

  8. Understanding Mobile Web Differences • Responsive design (RWD) • Same url but different experiences for mobile, tablet, & desktop. • Mobile optimized site? (“M dot” or m. site) • Probably two different urls (m. vs www.) separate code base (tablets probably just use the www. site) • Desktop only site • No mobile or tablet specific experience, but mobile & tablet visitors use the site by pinching & zooming. ie… all websites are at least visited by visitors on mobile devices.

  9. Understand Native or Mobile Web?

  10. Understand Your Mobile Properties – by the numbers • iOS App • Daily Visits: • Daily Calls: • Daily Emails: • Daily Feedback: • Mobile Optimized Web • Monthly Visits: • - % iOSvs Android • Daily Calls: • Daily Emails: • Daily Feedback: • Android App • Daily Visits: • Daily Calls: • Daily Emails: • Daily Feedback: • Tablet Web • Monthly Visits: • - % iOS vs. Android • Daily Calls: • Daily Emails: • Daily Feedback: • Desktop Total • Daily Visits: • Daily Calls: • Daily Emails: • Daily Feedback: www. www.

  11. Mobile Chat Primary Goal Goal: Provide visitors with choice of channel

  12. How can LivePerson help?

  13. BlizzardMobile & LP Mobile

  14. LP Mobile Live Demo

  15. Why introduce chat as a channel on mobile? Increase Sales Mobile Conversion Enhancement $  Improve CSAT Improved User Experience

  16. Optimizing/Deploying Successful Mobile Chat Program

  17. Mobile Must Haves Mobile Optimization Tweak the LP Admin for mobile success Mobile Features Key enhancements to mobile experience

  18. Mobile Features Gain understanding of how your customers are using chat by understanding how often they’re seeing chat buttons & how often they’re tapping to chat. (iOS Native & Mobile Web) Button Funnel Reporting Report when a visitor makes a purchase. Identify agent assisted purchases and reward your best agents based on performance. Conversion Reporting

  19. Mobile Features The same pre/offline/exit surveys utilized by customers on the desktop web have been re-designed for a mobile first experience. (iOS Native & Mobile Web) Pre/offline/exit surveys Logo Provide a custom logo for your brand to take top billing and bury the LIVEPERSON logo from the main chat screens. (iOS Native & Mobile Web) Custom logo placement Create an integrated experience by using a custom button to start chat. (iOS Native, Android & Mobile Web) Live Chat with Us Custom Buttons

  20. Mobile Features • Full Visitor UI Translation • Based on device language • English, Spanish, French, Dutch, German, Italian, Portuguese, Japanese, Chinese, Korean available 10 Supported Languages For websites that are not responsive or mobile optimized, this option will the enable mobile optimized chat overlay for iPhone & iPad visitors (HTML). Non-optimized site support

  21. Mobile iOS Features When a visitor is actively chatting, but browsing the app/site. Determine how the chat UI should react on incoming message… open up UI or display notification. (iOS Native & HTML) Optional Chat Notification Type Automatically report if a visitor places a call to your customer support lines from within your app. (iOS native only) Call Deflection Reporting • Optionally allow visitors to send agents photos • Send a photo of a statement • Send a photo of an itinerary/reservation • Send a photo of a part or product Photo Sharing

  22. Mobile iOS Features Allow agents to send down links that direct visitors internally in the application. Seamlessly lead visitors to important pages. Custom URL Scheme Links www. Extend the functionality of your native app by allowing agents to send down web content to your visitors. Send videos, forms all while staying in the app & engaged in chat (iOS Native). Send Web Content

  23. Benefits of a “mobile” profile • Direct mobile visitors to a mobile only skill • Canned answers • System messages • Surveys • (Remove HTML formatting)

  24. Benefits of a “mobile” report target • Segment reports by creating mobile report targets • Button chat pipeline • Conversion reporting

  25. Benefits of a “mobile” agent training • Agents should respond differently to mobile customers • Be aware of your mobile site’s limitations • Conventions of mobile chat are different… shorter • Not all desktop features work on mobile • Provide an iPod touch or device to test mobile experience