Swrve Solutions for the Telco Industry

Nurture, convert and grow every mobile relationship

Transcript

1. 1 Nurture, convert and grow every mobile relationship
2. Successful businesses use Swrve to grow their mobile business 2
3. Nurture, convert and grow each customer relationship through personalised, optimised mobile communications.
4. The Swrve Platform Installed in over 1 billion apps. 9 billion user decisions tracked every day. 4 Personally interact with every customer A/B test messaging & native experiences Know how your app is growing Real-time behavioural segmentation ANALYTICS PROFILES MESSAGE OPTIMISE
5. Most companies know little about their app users 5
6. Build individual profiles & automates customer journeys 1st App Open Activated Top-Up Customer Post-Paid LTV: €480 Disappearing: LTV: €4,300 ONBOARD ENGAGE/RETAIN NURTURE 6
7. Every second, Swrve tracks 100,000 user behaviours, and segments each user. In an instant, Swrve can react to any customer action. Lifecycle Marketing
8. 8 Swrve lets you automate what were once impossible customer interactions
9. Swrve knows Kate is abroad & doesn’t have a roaming plan. Via app (SDK), APIs, CRM,… Swrve in Action - Real-time segmentation of each user Swrve live segments
10. Swrve reaches out personally to Kate Swrve in Action - Reaches out personally to Kate
11. Swrve in Action - One-touch to complete call-to-action Complete the action in-app
12. 12 CUSTOMER ACTIVATION CUSTOMER DEVELOPMENT CUSTOMER COMMUNICATIONS Today’s Presentation: Four Use Cases CUSTOMER SATISFACTION NURTURE ONBOARD ENGAGE SURVEY
13. 13 Swrve delivers a personalised onboarding schedule to activate first-time customers ONBOARDING >60% of new users will abandon your app in days
14. First impression on first app open With Swrve, marketing can create & test Welcome campaigns on the fly, without code or resubmitting to the app store 14 0 25 50 75 100 1st Open Opt-In Create Account Add Credit Card 1st Purchase 2nd Purchase Funnel reports track activation
15. Test multiple first touch variants (even localise versions) Swrve will tell you which welcome converts best. 15 Control Variant a Variant B Variant A is the best for activating new users
16. Automated Lifecycle Messaging Day 1 2 3 4 5 6 We may have a better plan for you. Lets get you set up Onboarding continues beyond Day 1 Swrve speaks with every new user yet to complete registration. An onboarding schedule improves activation by > 50%.
17. 17 Nurture programs help turn new customers into highly engaged ones. NURTURING Know what unlocks usage and engagement
18. When the customer first starts using your app, Swrve delivers in-context tips and tutorials.
19. Swrve keeps an eye on customers - especially new ones 19 All Users Broadband Sim Pre-paid Post-Paid Broadband + TV Tablet Only Roaming Opted-In No Roaming Plan WiFi Calling Family Plan Track New Customer Engagement & Retention Track important segments Track the impact of nurturing campaigns
20. Promote features that increase usage & engagement Automated campaign: Active customers who have not used the live chat feature 20 Swrve knows what features drive usage.
21. Hamburger Menu Tabs Menu Winning Variant Variant 2 A/B test user experiences to improve usage and engagement Variant 1
22. 22 Simple, personal, touch-interactive messaging that you can rollout in a heartbeat ENGAGMENT The best engagement messages are ones that add value to the customer.
23. 23 Campaign Use the new iPhone6S to lock-in contract customers coming to the end of their term. Tools Segmentation, push and interactive in-app messaging Four Personalised Engagement Campaigns 1. Personalised sales campaigns 2. Personalised alerts to improve the service experience 3. Geo-triggered campaigns 4. Convert pre-paid customers into post- paid
24. Question: Who is most likely to upgrade to a iPhone 6S? Swrve will tell you Users on iPhone5s & >18 months into their plan
25. Reach out to this segment Optimal: Swrve knows the ideal time to reach each customer based on their past engagement. Personal: Personally address each customer by first name. Contextual: Knows each customer’s current device & contract.
26. Targeted & tested personalised notifications 26 Variant 2 Variant 1 Variant 2 converts best
27. Touch interactive video message. 1-touch to upgrade
28. See how the campaign is converting 28
29. 29 Campaign Use alerts to notify users when credit is low, or if exceeding their plan, or… Tools Swrve automated alerts Four Personalised Engagement Campaigns 1. Personalised sales campaign 2. Personalised alerts to improve the service experience 3. Geo-triggered campaigns 4. Convert pre-paid customers into post- paid
30. 30 Predictive Alerts Swrve can message customers when their credit is getting low Track Swrve tracks what customers do next.
31. 31 Campaign Who is at the Airport but doesn’t have a roaming plan? Tools Automated geo messaging Four Personalised Engagement Campaigns 1. Personalised sales campaign 2. Personalised alerts to improve the service experience and uptime 3. Geo-triggered campaigns 4. Convert pre-paid customers into post- paid
32. Campaign: Target customers at airport or abroad with roaming promotion Variant 2 Variant 1 Heathrow GeoFence Trigger
33. 33 Campaign Observe the behaviour of pre- paid customers and interact at key moments. Tools In-app message trigged by purchase behaviour Four Personalised Engagement Campaigns 1. Selling - personalised sales campaign 2. Personalised alerts to improve the service experience and uptime 3. Geo-triggered campaigns 4. Convert pre-paid customers into post- paid
34. Campaign: Target pre-pay users most likely to convert to post-paid. Segment: Pre-pay customers who’ve spent >$200, & last purchase in the last 7 days. In-app message triggered after next top-up 34
35. 35 Three examples of Swrve surveying the right customers, just at their right moment. CUSTOMER SAT Measure and track customer satisfaction.
36. How is your app doing? App Review: Only ask for reviews from customers who’ve actually used your app a lot. Great Poor Ask happy users to rate your app on the app store In-app survey to uncover the problem
37. 37 Geofence Trigger Send a Survey: To customers who’ve spent >10 minutes in the Regent Street store. emoticon survey star survey
38. Continuously track customer satisfaction and Net Promoter Score
39. Nurture, convert and grow each customer relationship through personalised, optimised mobile communications.