Context
This document provides an introduction to the functionalities and advantages of BySide's solutions. As businesses navigate the ever-evolving digital landscape, BySide stands out with its innovative approach to lead management and digital engagement. In the following sections, BySide will detail how BySide's products can seamlessly integrate into and enhance your business operations, offering both strategic value and practical utility.
Engagement Cloud
Engaging with customers (in the Agreement also stated as “Subscriber”) on every level and through every channel Lead Activation is a key concept in BySide's approach to digital marketing. It's about making the most of existing traffic on websites, apps, or landing pages by improving the quality of leads and increasing the return on investment. It is the foundation for our services and tools, focusing on effectively engaging with online visitors, turning casual interactions into valuable business opportunities, and enhancing overall customer engagement.
The Engagement Cloud
The Engagement Cloud, as part of BySide's offerings, is a platform that combines elements of marketing and customer experience (CX). This hub is built on the philosophy of business-driven technology, placing the customer at the center of its operations. The Engagement Cloud is designed to not only address the marketing needs of a business but also to enhance the overall customer experience, ensuring that both aspects work cohesively with a strong focus on customer-centric strategies.
The Engagement Cloud
is a platform designed with Marketing and CX in mind - it integrates the Marketing Cloud and the Cloud Contact Center.
The Marketing Cloud
The Marketing Cloud is an end-to-end digital marketing toolbox, designed with flexibility in mind. With its components, BySide is are able to score and qualify leads, build audiences, personalize and optimize experiences on the web and mobile applications. This solution is composed of several features distributed through these categories:
· Tracking & Analytics
· Data & Audience Management
· Optimisations & Engagement
· Integrations
The BySide Marketing Cloud offers a range of functionalities to enhance digital marketing efforts:
· Customer Data Platform (CDP): Safely stores and segments customer data for personalized experiences.
· Audience Personalization: Creates and exports custom audiences for personalized engagement across platforms.
· Integration with Contact Centers: Provides contact center agents with real-time web customer data for seamless experiences.
· Performance Measurement: Uses sales data to measure the effectiveness of optimization and engagement strategies.
· Multi-Channel Automated Workflows: Enables cross-channel marketing automation, including calls, SMS, email, and push notifications.
· Integration with Marketing Platforms: Syncs with major marketing and customer management platforms for enhanced data utilization.
· Tracking & Analytics: Offers comprehensive tracking and analytics across channels and devices, including web and contact analytics, call tracking, and lead scoring.
· Data & Audience Management: Supports real-time personalization, audience synchronization, and e-commerce recommendations.
· Optimization & Engagement Tools: Includes landing page management, A/B testing, email/SMS marketing, surveys, and custom forms.
· Advanced Communication Features: Provides tools like Click2Call, VideoCall, and smart windows for real-time customer engagement.
· Engagement via Video and Bots: Facilitates customer interaction through video broadcasts, live chat, and conversational bots.
· Integration with Lead Ads: Connects with various advertising platforms for better lead capture and conversion tracking.
· Security: Includes a proxy tool for secure content management.
These components collectively create a versatile platform for personalized customer engagement, data-driven marketing strategies, and efficient integration with existing marketing tools.
The Cloud Contact Center
The Cloud Contact Center is a scalable and performance-oriented solution, born out of the need to unify web and contact center experiences. By adopting a Cloud Contact Center you will attain a better customer experience, optimize agent efficiency and improve ROI. BySide will provide the most suitable strategies combining its channels, such as Voice, Live Chat, Chatbots, VideoCall, Video Broadcast, Forms, Email, Messenger, and several other features, aligned on:
· Contact Management
· Call Management
· Monitoring & Reporting
The BySide Cloud Contact Center includes several key functionalities:
· Contact Prioritization: Automatically sorts contacts based on quality, focusing on the most qualified leads.
· Agent Empowerment: Provides agents with customer insights before calls, enhancing customer interactions.
· Comprehensive Reporting: Offers end-to-end reporting for a complete overview of the customer journey.
· Remote Team Management: Includes tools for managing remote teams effectively across various communication channels.
· Diverse Communication Channels: Supports multiple channels such as voice, live chat, bots, video calls, email, and messaging apps like WhatsApp.
· Contact Management: Features email ticketing, lead deduplication, list management, priority and skill-based routing, and security filters.
· Call Management and Reporting: Provides IVR, predictive dialing, callback options, call recording, and transfer capabilities, along with comprehensive monitoring and reporting tools for team and campaign performance.
These functionalities are designed to optimize contact center operations, ensuring efficient management and personalized customer interactions.
Functionalities:
· WebAnalytics: Collect analytical data such as traffic sources, geolocation, and device. Ability to go beyond reports and use them to create or enrich user segments for later customizing the visitor's experience in the digital environment.
· Contact Analytics & Attribution: Complete the web journey of customers with Contact Analytics (Calls, Chat, Social Messaging, Email, SMS, Forms) and have a clear view of how many interactions occurred, their progression, and the outcome. Link to web data for a complete view, from the origin of the visit to the interaction outcome in the contact center. Assess the impact of human interaction on e-commerce conversions using an attribution model.
· Call Tracking: Understand which web visitors called by linking user IDs to received calls. This allows for the correct attribution of phone conversions to the campaigns that generated these leads.
· Lead Scoring: Prioritize leads based on their qualification, assigning points at various milestones of their journey.
· CDP (Customer Data Platform): Central digital functionality, establishing a unique customer view for use by all services and orchestrated across channels, partners, or systems. Unified profiles for known and anonymous customers can be persistently updated in real-time, accessible for activation when and where needed, across all channels, respecting individual privacy preferences.
· Audience Export & Synchronization: Create target audiences based on own data and synchronize them, including CRM. Export these audiences to other platforms, such as advertising ecosystems.
· E-commerce Recommendations: Create recommendations based on user data and product categories. The e-commerce engine will periodically update the catalog to ensure product information is current. Display recommendations on agent consoles to promote sales in the contact center.
· Onsite Campaigns and Real-Time Personalization: Create personalized experiences, smart onsite campaigns, conversion-focused interventions, with target audiences based on segments or identified individuals. Extend personalized web experiences to the contact center. Add dynamic content to pages through inline editing (no code) or using placeholders.
· Next-best Recommendations (NBO/NBA): Display specific offers to each customer applying the NBO/NBA model in the personalization engine. Distribute the same offer simultaneously across digital channels and the contact center, receiving real-time feedback in the CRM (or any other customer data hub).
· A/B and Multivariate Testing: Test the conversion ability of content by creating multiple versions and tracking results from impression to sale.
· SMS and Email Marketing: SMS and Email Marketing campaigns to reach customers with personalized messages.
· Push Notification Subscriptions: Open a new channel with customers using push notifications to promote more exclusive offers. Segment different notifications for different audiences.
· Surveys, C-SAT, and NPS: Ask customers their thoughts about the brand using onsite surveys or by phone. Use survey results as another data source for personalization.
· Forms: Create custom forms to capture leads on the site and landing pages. Information submitted through forms is sent to sales or customer support agents and can also be used to enrich Audiences.
· Click to Call: A tool that allows a telephone call between the customer who requested it on the site and the Call Center in no more than 30 seconds according to the operation's capacity. The contracted party must use the same technological solution (CCC) already in use.
· Outbound Calls: Use outbound calls to reach customers with a more personal and engaging approach.
· Inbound Calls: Receive calls within the call center on a single platform, with the possibility of cross-referencing information and automated actions.
· LiveChat: Use live chat for customer support and to help customers reach the end of the funnel. Decide where, when, and to whom the Chat option will be presented using Audiences.
· ChatBot: Conversation bots to guide customers through products and services and respond to common customer inquiries, taking unqualified traffic off the sales team and reserving customer support agents for more complex situations.
· Cross-channel Marketing Automation: Advanced marketing automation workflows using any customer data as a trigger and any channel as a means to convey a personalized message. Connect email, SMS, calls, push notifications – all in the same conversation workflow, with total synergy.
· Messaging Apps: Use messaging apps like Messenger, Instagram, and Skype for customer support and to help customers reach the end of the funnel.
· WhatsApp for Business: Use WhatsApp for customer support, direct sales, or to help customers reach the end of the funnel.
· Google Marketing Platform: Marketing Cloud connects to Google Marketing Platform using Floodlight tags to send e-commerce and contact center conversion data to the Campaign Manager.
· Lead Ads: Integrate with Lead Ads on Facebook, Google, and others, to capture qualified leads with just a few clicks.
· Cloud Contact Center: A scalable, performance-oriented call center management and service tool, the solution has the ability to unify web and contact center experiences. Adopting a Cloud Contact Center allows for a better customer experience, optimizing agent efficiency, and improving ROI.
· Self-Management Tool: A tool that allows online service configuration in terms of format and content; visibility and availability, product or service, and offers.
· Reporting and Information: Control tool that allows online tracking of service information through a customizable dashboard (calls, visits, clicks, losses, % of answered, sales conversion, availability, customer in queue, average sale time, average return time, etc.).
· E-commerce: E-commerce module that includes a product catalog, enhanced checkout experience, cart recovery, Dashboard and reports, Tracking, APIs (headless commerce), manual (backoffice) or 100% digital orders. With this module, it's possible to build a completely customized e-commerce structure to meet specific needs and benefit from its native integration with other functionalities/channels of the platform.
Technical Requirements
The Welcome Book, containing all essential information, will be provided to you by the Customer Success team. This comprehensive guide will offer detailed insights and guidance to ensure a seamless experience with our platform.
BySide Active TAG
Being a cloud service, there’s no need to install any piece of software (desktop or server side).
BySide’s Active TAG is the basis of all interactions between BySide’s services and your digital touchpoints.
Its function is to activate BySide’s Services in the page where it is inserted. It is therefore responsible for all data collection needed to create visitor profiles and statistics as well as the possibility to insert dynamic content (campaigns) configured in BySide’s backoffice in accordance to the presentation rules defined by you.
Integration in a website could be as easy and straightforward as placing a small JavaScript block like the following in every page:<script> var bysideWebcare_webcare_id = “A123456789"; var bysideWebcare_lang = "en";</script><script src="//webcare.byside.com/agent/byside_webcare.js" type="text/javascript"></script>
From this point up, visitor information will start to be collected on the platform, and content could be personalized and displayed on pages according to backoffice definitions.
BySide Active TAG specifications
As a general principle, BySide’s script is loaded asynchronously, in a non-blocking way, allowing for the loading of content originated from other sources, as well as the execution of other JavaScript code during this process.
General characteristics:
unique and static script;
all requests are asynchronous and do not interfere in page load time;
it is not affected by “3rd party cookie” filters;
size (compressed): about 30 kB;
as it is static, the visitor’s browser will normally “cache” the TAG (it is called only once per visitor)
Where to include it
BySide’s Active TAG must be included in every page of the website in order to ensure not only proper campaign execution, but also correct data register (visitor behaviour, statistics and the correct calculation of campaign performance).
Interface Layer
BySide provides several ways of interacting with the platform, namely:
Public web access
It’s the entry point for exchanging information with BySide customers website visitors. It’s with this endpoint that BySide script interacts, using http(s) and websockets. It’s responsible for collecting visitor information sent from visitor browsers, and for sending back content personalized/segmented according to the rules defined in the backoffice.
Backoffice
The BySide backoffice is your control centre for the entire service, the web interface for platform configuration and data analysis/visualization for BySide customers.
Being ACL/role based, different user profiles (both internal or external partners) could be served from BySide backoffice, and access just the areas needed/allowed. It’s through this interface that one could create and segment campaigns, visualize real-time data, analyze past data, and ultimately configure all aspects of the service.
Operator console
The Console is where all interactions between your operators and your visitors happen, for voice, video or chat. Designed specifically for the operators dealing directly in real-time with visitors, typically in a call-center scenario, handles the calls/chats entering the system, visitor information visualization, contact typification, and additional tools to engage visitors, like co-browsing sessions, direct chat requests or video2call.
REST/SOAP API
These API expose most of the platform functionality for integration in external systems. Common APIs are the ones that handle typical visitor operations, like data collecting or requesting new calls for integration in non-web environments.
ETL environment
A set of tools/systems that ease bulk data operations, typically export/import of visitor data to/from external systems (BySide customers or partners).
Shared private file repositories, accessible via SFTP, IPSec tunnels and other methods, with automated actions based on new file arrival, or that could store leads/report information generated from the platform to be shared with outside entities are integrant parts of this environment.
Typical use would be bulk enrichment of visitor profile data based on CRM/ERP information or filtered data export for external platforms.PORTUGAL+351 225 103 881PT@BYSIDE.COMSPAIN+34 910 132 200ES@BYSIDE.COMUNITED KINGDOM+44 (0) 2032 9134 68UK@BYSIDE.COMUNITED STATES+1 (917) 789-1493US@BYSIDE.COMwww.byside.com
