smartvideo for engaging customers
DESCRIPTION
Successful customer relationship strategies start with the first contact an organization has with a customer and continues throughout the entire lifetime of the relationship. It is commonly accepted today that a company’s ability to attract and retain new customers is not only related to its product line, but to the way it services customers and the reputation it creates within the market. Better customer experience drives a customer’s loyalty, willingness to repurchase, likelihood of becoming a brand advocate, as well as builds barriers to customer switching. Simply put – satisfied customers help drive growth. Customer experience initiatives are often enhanced with personalization features to most effectively engage the customer with offerings that resonate based on his profile, shopping history and browsing trail. However, cementing and expanding the customer relationship requires more than giving the customer what they expect – it’s about exceeding their expectations so that they become loyal advocates for your brand. SundaySky offers SmartVideo solutions that allow you to deliver an effective and engaging brand experience, surpassing customer expectations, while affecting such business outcomes as retention, expansion and care cost reduction.TRANSCRIPT
SolutionsSmartVideo addresses top customer care priorities
• Specialoffers&
discounts
• Ratings&reviews
• Promotingsocial
engagement
• Upsellcampaigns
• Assuringcustomer
satisfaction
SmartVideo for engaging CuStomerSA newer, better, smarter way to upsell and retain customers, while reducing customer
care expense
oVerView
Successful customer relationship strategies start with the first contact an organization has with
a customer and continues throughout the entire lifetime of the relationship. It is commonly
accepted today that a company’s ability to attract and retain new customers is not only related
to its product line, but to the way it services customers and the reputation it creates within
the market. Better customer experience drives a customer’s loyalty, willingness to repurchase,
likelihood of becoming a brand advocate, as well as builds barriers to customer switching. Simply
put – satisfied customers help drive growth.
Customer experience initiatives are often enhanced with personalization features to most
effectively engage the customer with offerings that resonate based on his profile, shopping
history and browsing trail. However, cementing and expanding the customer relationship requires
more than giving the customer what they expect – it’s about exceeding their expectations so that
they become loyal advocates for your brand.
SundaySky offers SmartVideo solutions that allow you to deliver an effective and engaging
brand experience, surpassing customer expectations, while affecting such business outcomes as
retention, expansion and care cost reduction. Example use cases include:
• PoSt-order cuStomer engagement
Use SmartVideo to explain order status and include call to action for upselling additional
products and services.
• new cuStomer onboarding
Deliver an engaging SmartVideo experience to provide education on services purchased
with provisioning status and action, while deflecting related calls (and cost) from the contact
center.
• relationShiP exPanSion
Significantly enhance customer nurturing activities, such as e-mail campaigns, newsletters,
loyalty programs and customer portals, with the use of SmartVideo to upsell those in a
particular segment or based on buying history.
CapabilitieS
highly PerSonalized
SmartVideos are created for each individual and personalized to include the customer’s name,
prior purchase history, and promotional offerings based on browsing history, geography or
preference segmentation.
did you Know?
Videonewsletteropen
andclick-throughrates
ratesaretwotothree
timeshigherthana
staticone.
SmartVideo for engaging CuStomerSA newer, better, smarter way to upsell and retain customers, while reducing customer
care expense
real-time deliVery
SmartVideos are generated dynamically on the fly, whether played from an e-mail, newsletter or
customer portal, ensuring only the most recent order or provisioning status, offerings, pricing and
deals are featured.
Secure
SundaySky security processes are designed to adhere to and exceed enterprise-scale customer
requirements. All data used in our SmartVideo solutions is encrypted, used only for video
generation and is deleted promptly after the video has been fully generated and consumed by
the consumer.
meaSured & oPtimized
Our control-group methodology measures lift in upsell conversions, as well as reduction in
contact center inquiries. Accurate measurement requires a control group that compares overall
the impact of video and controls for self-selection bias of viewers who may already be more
engaged than non-viewers. We establish a persistent control group (no access to video) vs. test
group (access to video) and measure the delta for the total test group (viewers and non-viewers)
vs. the control group. Performance of the viewers and non-viewers vs. control is measured
to identify optimization opportunities. Gathering and analyzing visitor behavior in real-time,
SmartVideo performance is continually fine-tuned to optimize performance.
deeP domain exPertiSe
Our team is comprised of the industry’s most forward-thinking experts, who are committed to
ensuring the success of your SmartVideo implementation.
benefitS
low coSt Per Video created
SmartVideo is highly scalable with limited investment. Your cost per video is measured in
pennies vs. the more traditional model of hundreds to thousands of dollars per video created.
more reVenue Per cuStomer
SmartVideo has proven to deliver a 10-20% increase in upsell revenue for online brands
focused on increasing value per customer.
reduction in related care coStS
SmartVideo has proven to deliver a 10-20% reduction in targeted customer care expense,
given deflection and reduced duration of post-order or onboarding related calls.
imPact on net Promoter Score
Our customers have realized a 5-10% increase in Net Promoter Scores (NPS) when
incorporating SmartVideo into their customer experience initiatives.
2
+
+
+
+
Solutions
results
Videosdeepen
relationships,leading
toa10-20%increasein
upsellrevenue.
3
SmartVideo for CuStomer upSell initiatiVe
SmartVideo for CuStomer onboarding initiatiVe
In the below use case, new cable customers are presented with SmartVideos to increase
activation rates inside of 30 days, as well as adoption of self-serve tools.
SmartVideo for engaging CuStomerSA newer, better, smarter way to upsell and retain customers, while reducing customer
care expense
From order confirmation
page, new customer is
presented with video.
Customer
confirms
installation date,
views various
“getting started”
tips….
Performance is measured
and optimized.…. and calls to
activate online
services, such as
paperless bills and
autopay.
3
1 2 4
3
learn more at
www.sundaysky.com
or contact uS
Tel:212.929.8111
Solutions
3
Order confirmation email
sent to customer with
prominent call-to-action
to view video.
Engagement and
conversion results are
measured and used to
optimize performance.
Video is created automatically
with personalized offers specific
to products ordered and customer
history.
2 41 3