Mobile Chicago User Group LP Mobile Each Month… 60 Million Visits Monitored 4 Million Messages Sent Defining “Mobile” What is “Mobile” Today? 1999 2009 2014 Why Mobile? 6 7 8 9 What can you do about it? 10 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 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. Understand Native or Mobile Web? Understand Your Mobile Properties – by the numbers iOS App Android App - - Daily Visits: Daily Calls: Daily Emails: Daily Feedback: Daily Visits: Daily Calls: Daily Emails: Daily Feedback: Mobile Optimized Web Tablet Web - - Monthly Visits: - % iOS vs Android - Daily Calls: Daily Emails: Daily Feedback: www. - Monthly Visits: - % iOS vs. Android Daily Calls: Daily Emails: Daily Feedback: Desktop Total - Daily Visits: Daily Calls: Daily Emails: Daily Feedback: www. Mobile Chat Primary Goal Goal: Provide visitors with choice of channel How can LivePerson help? 16 BlizzardMobile & LP Mobile LP Mobile Live Demo Why introduce chat as a channel on mobile? Improve CSAT Improved User Experience Increase Sales Mobile Conversion Enhancement $ Optimizing/Deploying Successful Mobile Chat Program Mobile Must Haves Mobile Features Key enhancements to mobile experience Mobile Optimization Tweak the LP Admin for mobile success Mobile Features Button Funnel Reporting Conversion Reporting 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) Report when a visitor makes a purchase. Identify agent assisted purchases and reward your best agents based on performance. Mobile Features Pre/offline/exit surveys Custom logo placement Live Chat with Us Custom Buttons The same pre/offline/exit surveys utilized by customers on the desktop web have been redesigned for a mobile first experience. (iOS Native & Mobile Web) 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) Create an integrated experience by using a custom button to start chat. (iOS Native, Android & Mobile Web) Mobile Features Full Visitor UI Translation - 10 Supported Languages Non-optimized site support Based on device language English, Spanish, French, Dutch, German, Italian, Portuguese, Japanese, Chinese, Korean available For websites that are not responsive or mobile optimized, this option will the enable mobile optimized chat overlay for iPhone & iPad visitors (HTML). Mobile iOS Features Optional Chat Notification Type 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) Call Deflection Reporting Automatically report if a visitor places a call to your customer support lines from within your app. (iOS native only) Optionally allow visitors to send agents photos Photo Sharing - Send a photo of a statement Send a photo of an itinerary/reservation Send a photo of a part or product Mobile iOS Features Custom URL Scheme Links www. Send Web Content Allow agents to send down links that direct visitors internally in the application. Seamlessly lead visitors to important pages. 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). Benefits of a “mobile” profile Direct mobile visitors to a mobile only skill Canned answers System messages Surveys (Remove HTML formatting) Benefits of a “mobile” report target Segment reports by creating mobile report targets Button chat pipeline Conversion reporting 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