Lead Inspiring Customer Journey
We translate data & customer experience into brand advocates
Via Fone Technologies supports retail hubs to create favorite meeting places engaging high-value footfall to become fans and repeat customers by offering an elevated customer experience before, during and after their visit to the destination.
What is a
To foster the relationship with customers before, during and after every “touch point” with brands, allowing an elevated customer experience. Clients need new models that are data-driven, contextual, creating personalized interactive CRM systems.
agree that, all other factors equal, they’ll buy from a retailer with a loyalty program over one without.
modify spend to maximize Loyalty benefits
belong to one or more loyalty programs
(Global Retail Loyalty Sentiment Report 2016, Nielsen)
Why should you have an innovative Loyalty Program?
Attract & Connect
Make it easy for customers to sign up via various touch points. Make it appealing and relevant to your customers. Sometimes a loyalty strategy is just as powerful but opaque to the customer
Learn & Engage
Create your own program, with points or reward and/or tier levels. Increase repeat business and turn one-off customers into loyal customers, with relevancy. Send out contextually targeted surprise rewards when least expected.
Grow & Retain
Adapt to your members' preferred method of earning and redeeming. Personalize rewards depending on their profile, tier level or purchasing behavior reward the customer accordingly. Create a two-way interactive conversation with your customer.
Our Value Proposition
We propose to launch your program on customers' preferred messaging platform. Our solution is an Artificial Intelligence (AI) technology with a persona that is identifiable by customers and creates an emotional connection. This AI is also known as Chatbot and is integrated with our data-capture system, customer behavior analytics and customer loyalty & engagement module on Salesforce.
Personalized Virtual Agent dedicated to Customers
24/7 Service Availability
Adopt Customers Preferred Communication Channel eliminating the need to download an app, imposing user experience and enforcing updates.
Engaging Customer Experience rather than passive
Manage the Tone of Voice
Manage Aspired Customer Journey
Capitalize on Facebook Messenger users & soon WhatsApp users
Shopping mall way-finder via Chatbot
Highly Personalized Service
Useful way-finder navigation
Bring your guests to point of interest
Enhanced Customer Experience via an engaging conversation with personal digital assistant
Intuitive Up-Sale & Cross-Sell: suggest relevant & personalized offers or products/services
Reduce Pressure on Customer Service Desk/Agent
Reduce drastically Call Center Cost
Increase overall Customer Satisfaction
Increase Retention of Chatbot users
Our Tools & Features
Our Loyalty Dashboards
We provide access to 2 different dashboards:
Loyalty & Customer Engagement module on Salesforce that is fully customizable as per your KPIs' and required analytics to support decision-making.
Our Chatbot control panel with a wide range of analytics to provide you with deep learning and insights on customers interaction with Chatbot. Our Chatbot platform also proposes advance features to train the Chatbot in any language including English and Arabic and to allow a customer service agent or call-center agent to manually take over the conversation in order to respond to special cases.
Potential Action Plan
Customer on-boarding touch-points:
Target existing Facebook page followers
Connect Chatbot to Facebook page message button
Advertise web-chat QR code and Facebook Messenger code via:
Indoor digital screens
Indoor hanging and standup POS
Information desk POS
Tent POS at participating outlets/brands
Newsletter + mailing list
We are on your customers' preferred messaging platforms
We propose to kick start with a one-time engagement program to allow us to gather and use valuable actionable data. It will support fine-tuning current and future strategic engagement programs. We will be in a better position to enhance customer and promotional experience for the next activations moving forward as we have the leverage of data analytics and insights from our first engagement scheme.
Sarah wants to sign up. She gets to choose to fill a form or continue with Facebook for convenience to complete registration. Following the 1-st redemption, M-Bot will ask Sarah a couple of friendly questions to better segment her profile in order to propose relevant, contextual and personalized offers.
Before the Visit - Call to action
Sarah follows one of the Facebook pages and gets a branded “invitation message” to chat with Chatbot, learn about exciting offers and get a chance to win some special gift.
Spend & redeem
Sarah goes to La Mer with her friends at a restaurant and wants to redeem her discount. She opens M-Bot of Facebook Messanger and type-in the restaurant's name and clicks on redeem button.
Cashier enters the total amount of the bill and the Cashier Pin. Cashier receives transaction successful message with transaction ID to be taken down for reconciliation purpose.
After Sarah redeems her discount, she receives a personalized, contextual cross-promotion for a 20% discount at one of your locations.
We set up 3 internal tier system hidden from customers (silver 0-1000, gold 1001-3000, platinum 3001 & above) with the aim to gather actionable insights to analyze customer purchase & redeem behavior to enhance customer journey. Sarah earns 1 point for every 1 AED she spends.
After the Visit -Retention
The customer takes part in various rewarding activities and keeps in touch with the destination through communication.
Analysis & Planning
Program Set Up
day 40 onward
day 50 onward
Strategic objectives and targets
Build Appreciation Model as per KPI
Design Social Media interactions
Design Chatbot customer experience
Design Customer Onboarding plan
Program engagement rules customization
Rewards set up
Integration with Client's Facebook page and website
Partnerships with Reward Suppliers
Client marketing campaign
System and Security patch updates
Review analytics, ROI, target KPI
Adjust Appreciation Model or loyalty mechanics
Team of experts (in-house)
1 Lead Consultant
1 Lead Developer
1 Senior Programmer
1 Project Manager
1 Graphic Designer, (UI/UX Design)
1 Dedicated Account Manager
1 Data Analyst
**Service Capacity: Service capacity is calculated in “Interactions” defined as triggered flow (e.g. the bot receiving a message or a user clicking a button) is counted as 1 interaction irrespective of the number of messages or actions in the bot's response:
• Up to 100,000 : USD 500/- per month
• Up to 100k - 200k : USD 1000/- per month
• Up to 200k - 300k : USD 1300/- per month
• Up to 300k - 400k : USD 1,500/- per month
• Every additional 100k interactions beyond 400k slab at USD 300/- per month
Strategic Joint Venture
At VIAFONE Technologies, our team displays a driving passion for developing innovative customer experience & engagement technologies always raising new market standards involving technologies such as Artificial Intelligent and machine learning based Chatbot, or our standalone SAAS based or our Salesforce’s integrated loyalty Engine. VIAFONE and CELS Group merged together on the 18th of March 2018, as our newfound partnership enables us to deliver end-to-end solutions with strong and proven return on investment and tangible value to our clients as well as their customers. Our combined capabilities and experience, in conjunction with our customer-centric loyalty and engagement platforms, and extensive range of available technologies, ensure that each of our client’s unique needs and requirements are consistently met.