reach your customer where they are

INSTANT MESSAGING

Instant Messaging (IM) is a real-time messaging service

available via mobile applications such as WhatsApp

and Messenger.

The service is accessible everywhere you have a mobile with an internet

connection.

Direct 1-to 1 conversation which enables private

interaction between the brand and its customer.

WHAT IS INSTANT

MESSAGING

REAL TIME EVERYWHEREINTERACTION

WHO ARE USING IT * April 2016 ** October

2015

0

200

400

600

800

1000

Global active users per month*

( x millions)18-35

36-50 +50

42 % 40 % 7 %

40 % 32 % 27 %

86 % 10 % 3 %

Age distribution of users**

Source: statista.com

WHY DOES YOUR CUSTOMER WANT IT CONVENIENT

Your customer uses IM daily and request for easy service in their preferred timing.

PERSONALThe tone of voice is informal and your customer prefer this friendly approach.

EFFICIENTYour customer will receive one-stop-shop experience with possible API tool integration in digital infrastructure.

PRIVACYIM creates an 1-to-1 conversation between your customer and your brand.

WHY DOES YOUR BRAND NEED IT

OMNI-CHANNEL Customer loyalty will increase by providing service on all touchpoints in the customer journey.

CUSTOMER SATISFACTIONThe customer satisfaction on IM is significantly higher.

CALL DEFLECTIONService traffic will be diverted from time consuming channels towards cost efficient channels.

INCREASE REVENUELoyal and satisfied customers account for higher income where cost efficiency accounts for lower costs.

SUCCES STORY TRANSAVIA“The corporation with BlueLink during the implementation of WhatsApp could be described as a real team effort. The adaptation to this new medium was done without any hesitation by the webcare agents. The feedback loop was an important tool to measure the success of WhatsApp for our passengers. BlueLink is a strong partner; they monitored and gave constructive feedback to improve the tool and overall workflow.”

Jerry DowningWebcare manager Transavia

Transavia:20.000

conversations per month

Net Promot

or score 61 Customer

Satisfaction: 4,7/5

Customer Effort Score: 4,3/5 Gratitud

e index: 70%

IM PARTNERS

WHAT DOES BLUELINK PROVIDE OMNI-CHANNEL & CRM

20 years experience creating CRM strategies on 10 different channels for 15 partners.

LANGUAGE SKILLSStrategically placed centers all over the world for providing quality service in 33 languages.

COST EFFICIENCYBy optimizing operational excellence, together we will create more cost efficient operations.

DEVELOPMENTOur dedicated department will work closely with you to review the market for innovative developments.

CREATE YOUR OFFER TOGETHER WITH BLUELINK

For more information: Joris van der Spek [Jvanderspek@bluelinkservices.fr]