Andreas Petropoulos, Director, Customer Retention & LoyaltyIn the digital world of cut-throat competition where organizations thrive on driving customer engagement and increasing sales, gamification is undoubtedly the “magical wand.” Whether it is managing customer retention and engagement crisis or accelerating digital transformation, Velti has been one of the first companies to use gamification in the effort to better serve its clients’ business objectives. Founded in 2000, today, Velti is a renowned name trusted globally by numerous mobile operators and brands for customer retention and engagement solutions that deliver on their promise of reducing churn, maximizing NPS and eventually increasing revenues. “Our team is committed to harnessing the power of innovative mobile technology and machine learning to enable better, personalized communication in order to achieve world-class response rates with the minimum number of contacts. Further to that, we leverage gamification to design highly engaging customer journeys that expedite behavioral change and multiply the positive outcomes of our solutions,” asserts Andreas Petropoulos, Director, Customer Retention and Loyalty at Velti.
The company provides customer engagement and retention solutions through a proprietary end-to-end mobile marketing platform and its adaptive analytic recommendation modules. Velti launched its newest solution, Orpheus - a next-generation gamification solution which can be tightly integrated into digital self-care channels—with an aim to drive behavioral change preventing customers from calling customer support. Customers are motivated to accomplish a number of missions, such as download the self-care mobile application, get support from bot agents, watch video tutorials, even participate into quizzes and surveys, explaining how to better use offered services to make their life easier, while offering them a more entertaining and rewarding experience. Orpheus is fueled by an Adaptive Recommendation Engine— Daedalus—which leads to deepened customer engagement and optimized results by generating customer insights for automated and streamlined communication.
Velti has been successfully supporting its customers with highly experienced teams that design gamified customer engagement programs with presence in Europe, Middle East, Africa, and Latin America.
Gamification taps a lot on phycology to motivate customers’ behavioral change, but being ahead of technology trends—such as AI—is crucial to be successful in the long run. Velti team excels in both
For instance, T-Mobile Netherlands teamed up with Velti to launch ‘Prepaid Surprise,’ a fully gamified loyalty program for its prepaid customer base. The program is designed to engage customers to play a ‘Find the hidden object’ type of game, so that they can win instant tangible rewards, leveraging extrinsic and intrinsic motivation techniques. Customers unlock game participations by recharging, purchasing bundles or upon accomplishing missions. “Prepaid Surprise is proven to be instrumental for reducing churn and increasing ARPU, while its breakthrough design keeps customers engaged. With a track record of 8 years, it’s a remarkable success!” as Boris Helleman, Marketing Manager at T-Mobile, highlights. Besides ‘Prepaid Surprise,’ Velti is currently operating more than 10 gamified customer engagement programs for mobile operators in Germany, UK and Austria. In addition, Orpheus gamification solution has been already integrated into the digital self-care channels of a Tier-1 mobile operator in Germany, while its next launch is expected by the end of 2019, for one of the most respected mobile operator groups in the MENA region.
For the future, Velti is focused on further expanding its self-care gamification solution by leveraging the power of machine learning to accurately predict customers who intend to call customer support and offer them proactively a shortcut to the required info reducing operating costs. “We constantly work to improve our solutions. Gamification taps a lot on phycology to motivate customers’ behavioral change, but being ahead of technology trends—such as AI—is crucial to be successful in the long run. Velti team excels in both.” states Petropoulos.