The TimeTrade Customer Engagement Cloud
PRODUCT BROCHURE
The TimeTrade Customer Engagement Cloud Platform Overview Deployed by more than 400 enterprises worldwide, the TimeTrade Customer Engagement Cloud is the most advanced customer scheduling and queue management platform in the world. Instantly deployable, with no programming required, it meets the diverse customer engagement needs of the world’s largest, most successful brands as well as midsize and small businesses. Modular, secure and easy to integrate, TimeTrade helps your organization capture customer interest at its peak and exceed expectations with appointment-driven personalization throughout the entire customer journey.
The Customer Engagement Cloud consists of enterprise-class modules that are highly scalable and secure: • • •
Omnichannel appointment scheduling—which enables businesses to offer their customers and prospects the convenience of scheduling appointments via mobile devices, voice, text, web or your customer-facing app Concierge—a suite of fully configurable mobile applications and queue management capabilities for staff and supervisors to manage customer flow in real time Analytics—data-rich reports and interactive dashboards for initiating the Next Best Action for continuing the customer journey
Committed to security TimeTrade’s robust security protects critical data. The platform is SOC 2 level 3 compliant and features full-stack security, from infrastructure to secure software development to employee training.
TIMETR ADE | Platform Overview
Proven to scale by the world’s largest, most demanding businesses TimeTrade is trusted by the world’s top banks, retailers, healthcare providers and more—including many Fortune 100 companies. The platform is deployed across more than 45,000 locations.
World-class core technology TimeTrade is the most advanced appointment scheduling and queue management solution in the world. Fully self-contained, its multitier and microservices architecture is instantly deployable in any environment, without requiring integration or customization.
1
Appointments With TimeTrade’s Perfect Scheduling, be confident that the complexity of matching customers’ needs to the right resources across multiple locations will be fast and frictionless. Smart Matching technology, Appointment Routing, and Dynamic Availability ensure the appropriate resource will be matched to each appointment, by pairing your customers with the person best qualified to meet their needs. Increase interactions with an omnichannel experience Drive conversations by capturing your customers at the peak of their interest, making it easy for them to book appointments via mobile devices, voice, text, web or your customer-facing app. Seamlessly route appointments to the right resources TimeTrade conducts a high-performance, real-time query of availability across locations and resources to schedule each customer appointment for the right place at a convenient time. Smart Matching also aligns each appointment request with the employee best qualified to help the customer based on selection criteria including skill and topic.
Complex business scheduling simplified: TimeTrade’s powerful solution adapts to the unique needs of your booking process, yet it’s simple for customers to use. The configurable appointment flow prompts customers to select their preferred location, appointment type, and desired time.
Step 1
TIMETR ADE | Platform Overview
Step 2
Step 3
2
Appointment policies that meet your business needs Booking time frames, appointment limits, and cancellation policies can be accounted for with easily configurable Business Process Rules, allowing you to quickly adapt your appointment process to your changing business needs.
Show real-time, accurate availability Personal and work-shift calendars and other required resources are continuously monitored and take into account personal calendar activity happening outside of the TimeTrade platform, so there is no double booking—ever. Each scheduled appointment is automatically placed on the appropriate calendars, along with pertinent details.
Powerful appointment management Easily manage all customer appointments by type, location and assigned resources—including modifying, transferring or canceling them—no matter what channel was used to book them.
Engage with your customers through text messaging With Interactive Text Appointments, your customers can schedule, join the queue, reschedule or cancel appointments by text message. Customers can quickly find out how long the wait time is at your locations, and let you know if they are running late. Customers can select the appointment topic, location, and when they would like to meet.
Customers can book appointments even when you can’t get to the phone With our patented Interactive Voice Appointments, customers can call your phone system to book an appointment in exactly the same way they do it online. Whether a customer calls during or after business hours, they can use our voice recognition or dial prompts to book the appointment.
TIMETR ADE | Platform Overview
3
Concierge queue management Concierge is a suite of fully configurable mobile applications for your staff and supervisors to manage customer flow in real time. When customers walk into your business—whether they have an appointment or not—Concierge helps you provide “We’ve been expecting you” service from the moment they arrive.
“We’ve been expecting you” service Staff have visibility into their daily TimeTrade appointments, so they can prepare to provide exceptional service. Staff members also can transfer appointments to colleagues to minimize wait times, if needed.
Deliver a great first impression No appointment? No problem. Walk-ins can check in via text or at the Concierge Kiosk, see how long they’ll have to wait for service, and either add their name to the queue or easily schedule a future appointment.
Manage customer expectations Set expectations for customers by welcoming them on the Concierge real-time Up-Next-For-Service Display.
Fully utilize staff and take real-time action With Concierge Mobile, managers can view all activity for their location. This provides a real-time, holistic view of how your team is executing, so you can make informed decisions. If a customer cancels, runs late, or an appointment finishes early, staff have the option to transfer appointments between one another.
Wait time updates for customers Early arriving customers with appointments—as well as walk-ins who are waiting in the queue—can be notified by text message when they’re up next for service. That way, if they want to run an errand or shop while they wait, they won’t miss their turn.
TIMETR ADE | Platform Overview
4
Analytics and reporting TimeTrade continues to work after every appointment ends by delivering Next Best Action results. Analytics show Net Promoter Score, the performance of marketing campaigns, staff performance efficiency, and more. Analytics consists of two components, Reports and Dashboards. You can easily export data manually or via integrations. Capture appointment data on the customer record in your CRM platform—including Salesforce—or other business systems.
Fast, easy access to customer engagement data See how many appointments have been scheduled, completed or missed. Determine if you have sufficient staff ready to handle the expected number of appointments on a given day. Improve operations—and the customer experience—instantly.
Drill down on the most important details Lead time shows how long it takes from when an appointment is booked until it occurs. Use this information to adjust staff and location availability.
Create marketing campaigns that work Measure the effectiveness of your online customer acquisition programs and digital campaigns. Track attribution all the way through to purchase, even when it occurs in a store or branch. Allocate marketing resources to the campaigns that are driving results.
Fast NPS feedback Timely, customizable post-appointment surveys capture customer satisfaction sentiments, such as Net Promoter Score. Customers receive the text or email survey immediately after a meeting, which increases response rates and collects more valuable feedback.
TIMETR ADE | Platform Overview
5
Rich data on customer engagement trends Spot trends and visualize key performance indicators. See how many meetings are occurring, how long customers are waiting, and more—by region, location, date range, etc. Deploy existing resources efficiently and make informed hiring decisions to accommodate growth.
See appointment quality Filter and analyze dashboard data to determine your organization’s Appointment Quality Index KPI, showing strengths and areas for improvement.
Who We Are TimeTrade creates conversations that drive business. The company equips organizations to provide personalized service to every customer, every time, creating a service guarantee that improves customer satisfaction, loyalty and retention, and increases sales growth. TimeTrade’s leading-edge Customer Engagement Cloud, an enterprise platform delivered through a worldwide cloud-hosting network, provides omnichannel and mobile application tools for managing the most critical part of the customer journey–the live conversation. It includes several tightly integrated modules for online appointment scheduling, queue management, and data rich analytics and reports. The company’s patented cloud technology is proven secure and scales to meet the demands of the largest multinational enterprises as well as midsize and small businesses. More than 400 of the world’s most successful brands—including the largest banks, retailers, sales organizations and healthcare systems—rely on TimeTrade to power their live customer conversations and improve the customer experience, in person, by phone or online.
www.timetrade.com
©2016 TimeTrade is a registered trademark of TimeTrade Systems, Inc. All other company or product names may be trademarks of their respective owners.
The TimeTrade Customer Engagement Cloud Platform Overview Deployed by more than 400 enterprises worldwide, the TimeTrade Customer Engagement Cloud is the most advanced customer scheduling and queue management platform in the world. Instantly deployable, with no programming required, it meets the diverse customer engagement needs of the world’s largest, most successful brands as well as midsize and small businesses. Modular, secure and easy to integrate, TimeTrade helps your organization capture customer interest at its peak and exceed expectations with appointment-driven personalization throughout the entire customer journey.
The Customer Engagement Cloud consists of enterprise-class modules that are highly scalable and secure: • • •
Omnichannel appointment scheduling—which enables businesses to offer their customers and prospects the convenience of scheduling appointments via mobile devices, voice, text, web or your customer-facing app Concierge—a suite of fully configurable mobile applications and queue management capabilities for staff and supervisors to manage customer flow in real time Analytics—data-rich reports and interactive dashboards for initiating the Next Best Action for continuing the customer journey
Committed to security TimeTrade’s robust security protects critical data. The platform is SOC 2 level 3 compliant and features full-stack security, from infrastructure to secure software development to employee training.
TIMETR ADE | Platform Overview
Proven to scale by the world’s largest, most demanding businesses TimeTrade is trusted by the world’s top banks, retailers, healthcare providers and more—including many Fortune 100 companies. The platform is deployed across more than 45,000 locations.
World-class core technology TimeTrade is the most advanced appointment scheduling and queue management solution in the world. Fully self-contained, its multitier and microservices architecture is instantly deployable in any environment, without requiring integration or customization.
1
Appointments With TimeTrade’s Perfect Scheduling, be confident that the complexity of matching customers’ needs to the right resources across multiple locations will be fast and frictionless. Smart Matching technology, Appointment Routing, and Dynamic Availability ensure the appropriate resource will be matched to each appointment, by pairing your customers with the person best qualified to meet their needs. Increase interactions with an omnichannel experience Drive conversations by capturing your customers at the peak of their interest, making it easy for them to book appointments via mobile devices, voice, text, web or your customer-facing app. Seamlessly route appointments to the right resources TimeTrade conducts a high-performance, real-time query of availability across locations and resources to schedule each customer appointment for the right place at a convenient time. Smart Matching also aligns each appointment request with the employee best qualified to help the customer based on selection criteria including skill and topic.
Complex business scheduling simplified: TimeTrade’s powerful solution adapts to the unique needs of your booking process, yet it’s simple for customers to use. The configurable appointment flow prompts customers to select their preferred location, appointment type, and desired time.
Step 1
TIMETR ADE | Platform Overview
Step 2
Step 3
2
Appointment policies that meet your business needs Booking time frames, appointment limits, and cancellation policies can be accounted for with easily configurable Business Process Rules, allowing you to quickly adapt your appointment process to your changing business needs.
Show real-time, accurate availability Personal and work-shift calendars and other required resources are continuously monitored and take into account personal calendar activity happening outside of the TimeTrade platform, so there is no double booking—ever. Each scheduled appointment is automatically placed on the appropriate calendars, along with pertinent details.
Powerful appointment management Easily manage all customer appointments by type, location and assigned resources—including modifying, transferring or canceling them—no matter what channel was used to book them.
Engage with your customers through text messaging With Interactive Text Appointments, your customers can schedule, join the queue, reschedule or cancel appointments by text message. Customers can quickly find out how long the wait time is at your locations, and let you know if they are running late. Customers can select the appointment topic, location, and when they would like to meet.
Customers can book appointments even when you can’t get to the phone With our patented Interactive Voice Appointments, customers can call your phone system to book an appointment in exactly the same way they do it online. Whether a customer calls during or after business hours, they can use our voice recognition or dial prompts to book the appointment.
TIMETR ADE | Platform Overview
3
Concierge queue management Concierge is a suite of fully configurable mobile applications for your staff and supervisors to manage customer flow in real time. When customers walk into your business—whether they have an appointment or not—Concierge helps you provide “We’ve been expecting you” service from the moment they arrive.
“We’ve been expecting you” service Staff have visibility into their daily TimeTrade appointments, so they can prepare to provide exceptional service. Staff members also can transfer appointments to colleagues to minimize wait times, if needed.
Deliver a great first impression No appointment? No problem. Walk-ins can check in via text or at the Concierge Kiosk, see how long they’ll have to wait for service, and either add their name to the queue or easily schedule a future appointment.
Manage customer expectations Set expectations for customers by welcoming them on the Concierge real-time Up-Next-For-Service Display.
Fully utilize staff and take real-time action With Concierge Mobile, managers can view all activity for their location. This provides a real-time, holistic view of how your team is executing, so you can make informed decisions. If a customer cancels, runs late, or an appointment finishes early, staff have the option to transfer appointments between one another.
Wait time updates for customers Early arriving customers with appointments—as well as walk-ins who are waiting in the queue—can be notified by text message when they’re up next for service. That way, if they want to run an errand or shop while they wait, they won’t miss their turn.
TIMETR ADE | Platform Overview
4
Analytics and reporting TimeTrade continues to work after every appointment ends by delivering Next Best Action results. Analytics show Net Promoter Score, the performance of marketing campaigns, staff performance efficiency, and more. Analytics consists of two components, Reports and Dashboards. You can easily export data manually or via integrations. Capture appointment data on the customer record in your CRM platform—including Salesforce—or other business systems.
Fast, easy access to customer engagement data See how many appointments have been scheduled, completed or missed. Determine if you have sufficient staff ready to handle the expected number of appointments on a given day. Improve operations—and the customer experience—instantly.
Drill down on the most important details Lead time shows how long it takes from when an appointment is booked until it occurs. Use this information to adjust staff and location availability.
Create marketing campaigns that work Measure the effectiveness of your online customer acquisition programs and digital campaigns. Track attribution all the way through to purchase, even when it occurs in a store or branch. Allocate marketing resources to the campaigns that are driving results.
Fast NPS feedback Timely, customizable post-appointment surveys capture customer satisfaction sentiments, such as Net Promoter Score. Customers receive the text or email survey immediately after a meeting, which increases response rates and collects more valuable feedback.
TIMETR ADE | Platform Overview
5
Rich data on customer engagement trends Spot trends and visualize key performance indicators. See how many meetings are occurring, how long customers are waiting, and more—by region, location, date range, etc. Deploy existing resources efficiently and make informed hiring decisions to accommodate growth.
See appointment quality Filter and analyze dashboard data to determine your organization’s Appointment Quality Index KPI, showing strengths and areas for improvement.
Who We Are TimeTrade creates conversations that drive business. The company equips organizations to provide personalized service to every customer, every time, creating a service guarantee that improves customer satisfaction, loyalty and retention, and increases sales growth. TimeTrade’s leading-edge Customer Engagement Cloud, an enterprise platform delivered through a worldwide cloud-hosting network, provides omnichannel and mobile application tools for managing the most critical part of the customer journey–the live conversation. It includes several tightly integrated modules for online appointment scheduling, queue management, and data rich analytics and reports. The company’s patented cloud technology is proven secure and scales to meet the demands of the largest multinational enterprises as well as midsize and small businesses. More than 400 of the world’s most successful brands—including the largest banks, retailers, sales organizations and healthcare systems—rely on TimeTrade to power their live customer conversations and improve the customer experience, in person, by phone or online.
www.timetrade.com
©2016 TimeTrade is a registered trademark of TimeTrade Systems, Inc. All other company or product names may be trademarks of their respective owners.
