CodeBaby_General_Info_Slick
- 2. 2 About CodeBaby CodeBaby Corporation, headquartered in Colorado Springs, Colorado with engineering offices in Edmonton, Canada is a global customer engagement technology company. Originally founded in 2001, by two Canadian physicians turned gaming entrepreneurs, the company started selling its eLearning, 3D animation software CodeBaby Studio to global Fortune 500 companies, educational institutions, and governmental organizations. Taking the research and best practice methods from the learning and development space and marrying them with online self-service expertise, it launched its customer engagement solutions in 2008. Since then, its vertical expertise has expanded from eCommerce, business services, banking and diversified financials to healthcare. The CodeBaby Engagement Factor Engagement is a term one hears ubiquitously in the context of an online customer experience. So what does that mean when combined with CodeBaby? Simply said, CodeBaby helps companies engage their consumers when it matters most. By adding effective decision support in the form of 3D virtual assistants, wizards, and forms, we meet the customer when and how they choose. Rather than searching for help or information, we bring it to them--enhancing your current self-service model. In more detail, we take a thorough look at your online strategy to help you define your pain points and determine the best way forward. Sometimes this involves asking the tough questions and conducting thorough surveys and analyses to find out if your current objectives align with what the data shows. Will branding and higher level engagement suffice or is something more complex such as help with enrollment, applications, or challenging online decisions necessary? Does your current site or application have the capabilities you need or could we create something to meet your objectives? Our role is to engage with you to answer these questions. Through careful analysis of your audience, goals, content, and organizational culture, we can create that experience which uniquely reflects your brand and appeals to your customer base. Once we have agreed upon the way forward, that’s where the real magic happens. Through a combination of our second to none 3D intelligent virtual assistants, decision support tools, and mapping capabilities we will help you improve online completion rates, get higher customer satisfaction scores, and lower your operating costs. !
- 3. 3 Key Technological Capabilities Forrester Research has named CodeBaby a leading virtual assistant technology provider while Gartner has categorized our solution as the most advanced virtual assistant technology available. Gartner has said that a “great virtual assistant should offer more than just search; it should enrich the quality of customer experience and assist the customer through the online interaction.” The totality of our solution reflects this philosophy. We combine our cutting-edge virtual assistants with tools, analytics, and mobile capabilities to enrich and enhance any online experience. The totality of this solution is called the Customer Engagement Platform. Intelligent Virtual Assistants The virtual assistant carries the persona and the intelligence driving the customer experience. Studies show that an interactive virtual agent which carries human-like intelligence and emotions is more effective than a static 2D image. CodeBaby Intelligent Virtual Assistants use non-verbal cues such as a smile, a raised eyebrow, or a wave of a hand that create a sense of familiarity and trust. In combination with these emotional expressions, CIVA uses lip-sync technology that can match virtually any language, appealing to both your local and global audience. These audio and visual enhancements create the emotional connection necessary to differentiate your organization, engage your customers, and encourage self-service usage. Experience Streams Experience streams are a combination of avatars, conversational scripts, wizards, props, interactions, dialog boxes, calls-to-action, and navigational maps. Based on our best practices and your key performance indicators, we help you design the customer journey that delivers a consistent, educational experience to drive desired behaviors.
- 4. 4 Dynamic APIs and Mashups Our ability to integrate with your backend systems and on page elements through customizable APIs creates a seamless experience for the end-user--providing support and service without leaving the page. Some examples are: Escalation to Live Chat - Available within the current channel and served up by the virtual assistant when needed; user is returned to their transaction when complete. Callback - A full-service solution during peak times; We transmit customer contact information to your CRM and notify your agent for a customer callback. Email/Contact Form - Embedded at all times or when prompted by the virtual assistant. Knowledge Base – We can integrate within an existing knowledge base or help you build one. Analytics Use the power of CodeBaby Analytics to track and measure related metrics. For in-depth analysis, there are several detailed reports - Clicks, Keys, Pages, and Videos. The account management team in partnership with your organization sets goals and event metrics to adhere to KPI’s at the time of provisioning. Weekly email alerts, detailed monthly, and executive summaries are included in the subscription.
- 5. 5 Mobile Optimization Although research still identifies PCs as the dominant form factor, over time, it’s expected that tablets will erode this position to provide a superior PC like experience. As the only provider of a fully interactive 3D intelligent virtual assistant on tablets, we have the expertise to deliver the best consumer experience possible. Consumers typically use desktops and larger tablets for more complex interactions and decision-making events. Conversely, they use handhelds for quicker interactions such as location, alerts, and reminders. As we keep that user behavior in mind in conjunction with your website intelligence, the desktop and larger tablet device users will receive the complete online experience. The smaller tablets and handhelds are provided a web- app interface that makes speed and convenience the priority. iPad® 2-4, Air and major AndroidTM devices are supported.
- 6. 6 Industry Expertise Regardless of industry, we have the content knowledge and skills to deliver. We have experience with numerous implementations in a wide variety of verticals and applications that include customer service, eCommerce, financial services, healthcare, health insurance, and hospitality. Our technological capabilities combined with our staff expertise allow us to take best practice models for iterative use within future implementations. We never stop learning either by research, testing, or experience. We have led implementations to: ! Educate: Build customer confidence by providing timely education via virtual assistants and health library integration. Providing the right information, in context, allows consumers to make confident choices in the buying process. CodeBaby helps consumers self-educate and has proven to reduce call center labor by up to 33%. ! Guide: Evolve your platform into a lifestyle and behavior change tool when your customers need additional guidance. Escorting your consumer through the process greatly increases the likelihood of completion. Our clients have seen process completion increases by as much as 98%. ! Navigate: Present omni-channel information, allowing your customers to navigate without leaving the page. Engaging in ‘what-if’ scenarios or getting advice along the way – without human interaction – gives consumers a full understanding of their buying decisions and has shown increased engagement of up to 76%. ! Convert: Design the experience to drive better behaviors, informed selection, and increased engagement. With the right education, navigation, and guidance, consumers are more likely to become your customers. Our clients have seen 20-30% increases in conversion rates, directly impacting their profitability and business growth.
- 7. Introductions & Kickoff: ! GoalSettingand MeasuresofSuccess! Go Live: ! Approvaland Launch!! Project Plan: ! FinalizeCharacter, Metrics,andScript! Architecture: ! BuildMap,Review, Revise,QC,andWeb Integration! Creative Production: ! AudioRecordingand SceneAnimation! 7 Our Process to Ensure Your Success
- 8. 8 Project Kickoff ‣ Introduce project teams and define core team communications ‣ Review project background, goals and objectives ‣ Identify project strategic and tactical drivers ‣ Define client services requirements Creative Strategy ‣ Review target audience and market ‣ Identify creative messaging ‣ Define character attributes ‣ Determine creative requirements Project Architecture ‣ Build the project according to requirements and script ‣ Add all necessary project elements ‣ Ensure all features and functionality are complete ‣ Define custom code requirements Web Integration ‣ Review custom code requirements ‣ Build custom code and resolve any site conflicts ‣ Test custom code and ensure all elements work properly ‣ Produce script tags Quality Control ‣ Review the creative aspects ‣ Confirm backend logic ‣ Test technical elements CodeBaby launch ‣ Evaluate the site visitor’s experience ‣ Receive final approval from stakeholders ‣ Turn the CodeBaby to ‘Live’