Mobile Chicago User Group Slide 2 LP Mobile Each Month 60
Million Visits Monitored 4 Million Messages Sent Slide 3 Defining
Mobile Slide 4 1999 2009 2014 What is Mobile Today? Slide 5 Why
Mobile? Slide 6 6 Slide 7 7 Slide 8 8 Slide 9 9 Slide 10 10 What
can you do about it? Slide 11 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 Slide 12
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. Slide 13 Understand Native or Mobile
Web? Slide 14 Understand Your Mobile Properties by the numbers iOS
App -Daily Visits: -Daily Calls: -Daily Emails: -Daily Feedback:
Mobile Optimized Web -Monthly Visits: - % iOS vs 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. Slide 15 Mobile Chat Primary Goal Goal:
Provide visitors with choice of channel Slide 16 16 How can
LivePerson help? Slide 17 BlizzardMobile & LP Mobile Slide 18
LP Mobile Live Demo Slide 19 Why introduce chat as a channel on
mobile? Increase Sales Mobile Conversion Enhancement $ Improve CSAT
Improved User Experience Slide 20 Optimizing/Deploying Successful
Mobile Chat Program Slide 21 Mobile Must Haves Mobile Optimization
Tweak the LP Admin for mobile success Mobile Features Key
enhancements to mobile experience Slide 22 Mobile Features Button
Funnel Reporting Gain understanding of how your customers are using
chat by understanding how often theyre seeing chat buttons &
how often theyre tapping to chat. (iOS Native & Mobile Web)
Conversion Reporting Report when a visitor makes a purchase.
Identify agent assisted purchases and reward your best agents based
on performance. Slide 23 Mobile Features Pre/offline/exit surveys
Custom logo placement 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) 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 Buttons Create an integrated experience by using a custom
button to start chat. (iOS Native, Android & Mobile Web) Live
Chat with Us Slide 24 Mobile Features 10 Supported Languages Full
Visitor UI Translation -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). Non-optimized site
support Slide 25 Mobile iOS Features Automatically report if a
visitor places a call to your customer support lines from within
your app. (iOS native only) 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 Optional Chat Notification
Type Photo Sharing 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 Slide 26
Mobile iOS Features 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 www. Custom URL Scheme Links Allow
agents to send down links that direct visitors internally in the
application. Seamlessly lead visitors to important pages. Slide 27
Direct mobile visitors to a mobile only skill Canned answers System
messages Surveys (Remove HTML formatting) Benefits of a mobile
profile Slide 28 Segment reports by creating mobile report targets
Button chat pipeline Conversion reporting Benefits of a mobile
report target Slide 29 Agents should respond differently to mobile
customers Be aware of your mobile sites 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
Benefits of a mobile agent training
