Tech leader IBM has unveiled new software to help organizations reinvent the way they interact with consumers over the Web and through mobile devices. The software features analytics, social software and commerce capabilities that help organizations create dynamic and interactive Web experiences to better target consumers and increase brand loyalty.
According to IBM, online transactions continue to grow at a rapid pace. Today, eight out of 10 consumers shop online at least twice a week. ABI Research, according to IBM, estimates there will be 20 times more data and 40 times more mobile transactions by 2015.
The report adds that mobile online shopping is expected to triple annually and rise to $119 billion in the same timeframe. Businesses today are struggling to find ways to create a more simplified Web presence to address the changing era of today’s consumer marketplace, IBM says.
Recognizing this growing trend, the company is introducing the IBM Customer Experience Suite, a new software portfolio that helps organizations develop a dynamic Web experience for consumers that’s easy to navigate, interactive, and personalized – whether it’s from a mobile device or through a traditional online Website.
It features analytics, social networking, web content management, portal, mashups, and mobile capabilities enabling organizations to increase their ability to attract and retain customers, personalize advertising and marketing, and enhance overall customer loyalty.
For example, the new software allows organizations to create customized interactions by analyzing and then adapting to the preferences, behaviors and buying patterns of users as well as the device, user location, and sentiments of each visitor.
Additionally, the IBM Customer Experience Suite helps organizations better understand and influence visitors through customized, engaging experiences using blogs, chat forums, videos, and mobile functionality.
It supports conversations with and between users through online communities and allows business owners to manage the creation and delivery of content, rich media, campaigns, and surveys delivered through multiple channels.
The new IBM software is targeted to address the need for well integrated Web tools. Using IBM’s current portfolio of portal and Web content management software, IBM says it has seen their clients achieve:
23 percent increase in on-line prescription refills at a cost of $.25/refill compared to $3/telephone refill.
33 percent of patients are less likely to cancel appointments when using online service.
30 percent of all customers rated self service higher than help desk.
75 percent reduction in the time to roll out new customer oriented applications.
30 percent reduction in call center field support calls.
“Collaboration and social software have the power to transform an organization’s Web presence reinventing how they relate to their customers on the Web,” said Alistair Rennie, general manager, IBM Collaboration Software.
“We are aligning the breadth of IBM capabilities to help our customers embrace the Web as their primary channel for customer engagement.”
According to the company, this new software suite is an extension of IBM’s $100 million Research investment in advancing mobile services and capabilities for businesses and consumers worldwide.
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