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Engaging your customers with cloud communications

James Parton
November 28, 2012

Engaging your customers with cloud communications

Slides from the Twilio customer engagement workshop delivered at Business Leaders Network, Making It Mobile 2012

James Parton

November 28, 2012
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  1. CONTENTS CONFIDENTIAL & COPYRIGHT © TWILIO INC. 2012 Making it

    Mobile Workshop Engaging your customers with cloud communications 1 Wednesday, 28 November 12
  2. CONTENTS CONFIDENTIAL & COPYRIGHT © TWILIO INC. 2012 Agenda •

    Quick introductions - Who you are, who you work for, your biggest customer engagement challenge • Discussion starter - DOer examples • How they did it - a quick 5 minute demo • Open discussion 2 Wednesday, 28 November 12
  3. CONTENTS CONFIDENTIAL & COPYRIGHT © TWILIO INC. 2012 Fighting Call

    Centre Hell with Return2Me https://github.com/fork4/2012-API- Hackday-Return2Me 3 Wednesday, 28 November 12 Return2Me We’ve all be there–Weeding through a labyrinth of menu options before we FINALLY get a support rep on the phone. Victory is often fleeting, as we need to follow up and face going through the menu nightmare all over again with little likelihood of finding the same person, or the second agent even knowing the first person. What about a direct line to the agent we ask? I’m sorry sir, our company policy is not to give out our extension information. The vicious cycle starts once again. What if there was a better way? What if an extension could be dynamically generated for you? Now there is. Chris Foster of fork(4) whose Return2Me app was the recent winner at API Hack Day Portland 2012. Using Twilio and Amazon’s elastic beanstalk created a proof of concept application which allows a dynamic extension to be generated so that a person can return directly to the representative familiar with the case, without exposing the actual direct line for the rep. The customer receives a text message with their personalized virtual extension number. The kicker? The code is freely available on GitHub. Read more: http://www.twilio.com/blog/2012/11/dynamic-extensions-for-customer-support- followups-using-return2me.html
  4. CONTENTS CONFIDENTIAL & COPYRIGHT © TWILIO INC. 2012 Simplifying Time

    Management for Small Business with BookingBug http://uk.bookingbug.com/ 4 Wednesday, 28 November 12 BookingBug UK startup BookingBug founded in 2009 to provide service businesses with a user-friendly means of adding an online scheduling system to their website, Facebook page or anywhere else their business has a presence on the web. BookingBug’s scheduling system allows customers to configureSMS reminders, confirmations and follow-ups. Also two-way communication is offered. Clients are able to cancel or reschedule appointments by text message, reducing administrative work, lost time and lost revenue for companies. Within five days, developers added the SMS system to its current Ruby on Rails infrastructure. The team cited a very positive experience working with Twilio’s APIs and technical support. BookingBug clients, which include salons, spas, B&Bs, gyms, personal trainers, or any business that sells its service in terms of time, can now engage in two-way conversations with its clients by text message It also allows businesses to gather feedback, thus improving customer service and increasing loyalty. Can see how this can extend to multiple verticals like NHS appointments. Read more: http://www.twilio.com/blog/2012/11/booking-bug-leverages-twilio-sms-to-empower- small-businesses.html
  5. CONTENTS CONFIDENTIAL & COPYRIGHT © TWILIO INC. 2012 Ensure your

    customers find your mobile app http://www.apptamin.com/blog/app-download-button/ 5 Wednesday, 28 November 12 Path The most obvious one is that it can increase conversion rates quite significantly. Users get a link to your app directly on their device, and don’t have to look for it on the App Store or Google Play. I don’t know about you but sometimes I was just unable to find an app I wanted to download by using search on the App Store. I don’t like downloading them on my computer first, and there was times where I ended up looking for the developer’s name to finally download the app. Also, what are the chances they get distracted by a “featured app” or start looking at other apps (your competition for instance)? Using app distribution via SMS, you make sure that not only they get directly to your app details page and can download the app straight away but also that they will have the link in their messages if they decide to come back to it later. You can have a single call-to-action, no matter if the user on the other hand is using an Android or iOS device. You can then either give 2 different links in the text message or just one that will automatically detect what phone your user is on. Using bit.ly links allows you to get statistics, too. Read more: http://www.twilio.com/blog/2012/11/increase-app-downloads-with-mobile-app-distribution- powered-by-twilio.html http://www.apptamin.com/blog/app-download-button/ http://www.twilio.com/solutions/mobile-app-distribution
  6. CONTENTS CONFIDENTIAL & COPYRIGHT © TWILIO INC. 2012 Customer Verification

    https://www.authy.com/ 6 Wednesday, 28 November 12 Authy In addition to typing in a password, with two-factor authentication a user is required to enter a unique code that is sent to his or her mobile device. Authy was determined to make it easy for website administrators to add two-factor authentication. Most admins knew their sites would be safer with two-factor authentication, but they were concerned about the burden that administering a password-protection program would have on their IT staffs so they delayed taking any action. Authy’s solution is to turn two-factor authentication into a cloud service. Rather than implement two- factor authentication and administer it themselves, companies simply connect to Authy’s API. Authy authenticates customers with a secure token whether they are logging in from a regular website or via any mobile app. Supports 150 countries due to Twilio’s expansion Read more: http://www.twilio.com/blog/2012/10/authy-delivers-two-factor-authentication-security-in-minutes- with-twilio-sms.html http://www.twilio.com/solutions/two-factor-authentication
  7. CONTENTS CONFIDENTIAL & COPYRIGHT © TWILIO INC. 2012 7 Wednesday,

    28 November 12 voicemail.weareyoungguns.com It’s pretty much every super fan’s dream: Having access to your favorite band/artist’s private line — the ability to pick up the phone, call up your idol and pour your feelings of adulation into his/her most revered ear. Well, Young Guns is affording their fans that opportunity — with a twist. They’re giving fans access to their digits, and any message fans leave will be posted on the Web for all the world to see — er, hear. The most creative messages will net concert tickets, merch, and, of course, a callback from the band. We’ve always been really passionate about establishing and cementing a strong and two-way relationship with our fanbase, through social networking and plain old face-to-face conversation. That’s how we behaved when we first started the band and has always been something we wanted to continue. We thought the idea of a phone line was an interesting, new, and most of all fun way to keep that idea going. Also, seeing as it was a novel idea that no other band (at least, that we were aware of) had done, we thought it would get people talking! Read More: http://blog.omusicawards.com/2012/10/leave-a-message-for-young-guns-theyll-call- you-maybe/
  8. CONTENTS CONFIDENTIAL & COPYRIGHT © TWILIO INC. 2012 Anonymous phone

    calls http://match.com https://uber.com http://burnerapp.com 8 Wednesday, 28 November 12 Match.com Twilio’s platform enables three functions for the popular dating site Match.com via matchPhone • It enables potential dates to talk over the phone without giving out their numbers. • It allows members to text message each other anonymously. • It also allows members to listen to voicemails online. Match.com’s Twilio-powered voice and text messaging service – called matchPhone – gives subscribers virtual phone numbers that they can safely give out to their prospective dates. These special phone numbers take every incoming call and text message and forward them to the member’s actual phone. Users have complete control over who can and cannot reach them. With a single click, a member can block someone from calling or texting again. The technology enables online daters to have intimate phone and text message conversations while retaining their privacy. Read more: http://www.twilio.com/blog/2012/01/match-com-anonymous-calling-text-messaging.html Uber Uber delivers personal drivers to anyone and everyone at the touch of a button, relying on Twilio to connect riders with drivers, and send updates in real time. Read more: http://www.twilio.com/blog/2012/10/uber-and-redbeacon-deliver-great-customer-experiences- with-twilio.html Burner People have a million reasons to mask their phone number. Have you tried shopping on Craigslist? You probably wish you had a way to get those concert tickets you wanted without giving out your number to a person you don’t know, a dedicated number for your CV.
  9. CONTENTS CONFIDENTIAL & COPYRIGHT © TWILIO INC. 2012 Time sensitive

    information that’s fully accessible http://60secondscoop.org http://ahoy.twilio.com/hurricane 9 Wednesday, 28 November 12 The examples here relate to disaster management and recovery. When Hurricane Issac hit New Orleans the last thing that residents were worrying about was 3G connections, broadband, or internet access. They were fighting to find basic needs like food, water, ice and medical aid. The City of New Orleans kept a running Twitter feed, updating residents where they could go for help, but only few residents could access Twitter. Think about power, internet connectivity, mobile signal, mobile battery. Power of cloud services is you can combine web feeds and make them accessible via voice or text Twilio setup call redirect for landlines to our cloud based numbers in partnership with New York phone companies Although related to public service, think about the accessibility of your services to your entire customer base
  10. CONTENTS CONFIDENTIAL & COPYRIGHT © TWILIO INC. 2012 demo time

    10 Wednesday, 28 November 12
  11. CONTENTS CONFIDENTIAL & COPYRIGHT © TWILIO INC. 2012 over to

    you 11 Wednesday, 28 November 12
  12. CONTENTS CONFIDENTIAL & COPYRIGHT © TWILIO INC. 2012 @jamesparton @sydlawrence

    twilio.com 12 Wednesday, 28 November 12