SYDNEY, Australia, June 16, 2015 – Pitney Bowes Inc., today announced the first enterprise deployment of personalised interactive video (PIV), a new customer service solution delivering tailored presentations uniquely designed for each viewer.
Deployed alongside EngageOne, Pitney Bowes’ end-to-end customer communication management platform, PIV offers highly engaging video communications that improve customer satisfaction, lower call centre volumes, and deliver higher customer retention rates. With the ability to draw on individual consumer insights, PIV can present tailored information for new customer on-boarding or billing enquiries, as well as deliver up-sell and cross-sell opportunities specific to the account. Available around the clock for the always on consumer, PIVs are developed based on the customer’s needs and can be accessed through any device they choose.
Ideal for large organisations, PIVs provide a significant customer service advantage over static videos. Organisations hoping to address specific questions can build in intelligence, adding prompts and content most relevant to the customer’s situation. Added functionality, including comprehensive dashboards showing video performance and success metrics can also provide organisations with insights into common enquiries, helping inform future sales and marketing campaigns, as well as improve services.
As the first customer for Pitney Bowes, Telstra deployed the PIV solution to deliver engaging and educational communications to its new customers and to some customers who made a change to their account. PIVs are sent to guide customers through their first bill or account changes.
Telstra’s Director of Billing Process and Delivery Mark McGraw said the personalised video technology enabled Telstra to personalise the experience for customers and to make things simpler for them.
“We needed a simple-looking product to meet a complex set of needs. This solution helps us proactively explain a new customers’ bill in an easy and interactive format, while also providing helpful tips on how to best manage their account.
“While the technology is still in an early stage of roll-out, we are already seeing a positive effect on our customers’ billing experience, and we are looking to expand the technology to other parts of the business”, he said.
David Hope, Vice President and Managing Director, Asia Pacific at Pitney Bowes Software believes the penetration of online video continues to shape the way Australians communicate, engage, and search for information.
“Differentiated customer experiences are vital in the digital world, however they need to be aligned with traditional channels such as statements, call centre interactions and in-store experiences,” said Hope.
For more information and to view a demo of Pitney Bowes’ Personalised Interactive Video solution, visit www.mypbvideo.com.
About Pitney Bowes
Pitney Bowes is a global technology company offering innovative products and solutions that enable commerce in the areas of customer information management, location intelligence, customer engagement, shipping and mailing, and global ecommerce. More than 1.5 million clients in approximately 100 countries around the world rely on products, solutions and services from Pitney Bowes. For additional information, visit Pitney Bowes at www.pb.com.
Pitney Bowes Inc.
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