Make sure your messages reach your customers’ overflowing inbox (plus best practices across every channel)
TL;DR: Get one of our top-downloaded ebooks of the year, the 2020 Guide to Customer Messaging, with best practices for customer engagement across all channels.
As companies transition from their immediate COVID-19 response to adapting their business to ongoing demands related to the global pandemic, email is foundational to long-term customer engagement. Our global survey on customer engagement preferences found that, unless a message is urgent, 83 percent of consumers prefer to receive communications from businesses via email.
Read the full results from a survey of +2,500 consumers, and get the full guide on email deliverability.
And, they’re checking their email all the time: 84 percent of respondents check their email at least once a day, with the majority of people checking messages numerous times throughout the day.
Unlike other forms of messaging, though, email must conform to laws like CAN- SPAM and GDPR, as well as the …
How Mount Sinai is building patient engagement to drive value-based care
In the midst of the COVID-19 pandemic, health services teams around the world are trying to serve patients and their families without putting their health at-risk with in-person visits. Telehealth is making care accessible for those recovering from and managing a symptomatic case of coronavirus, as well as those requiring healthcare services for other health issues.
In New York City, one of the areas hardest hit by the virus early on, major healthcare providers have adapted rapidly to meet patient demand while keeping patients and providers alike safe. These patient-centric trends, though, were underway long before COVID-19, and have effectively been accelerated by the “lightbulb moment” created by the novel coronavirus.
Twilio’s Global Head of Healthcare Services Susan Collins spoke with David Kerwar, Chief Product Officer and head of consumer digital innovation at the Mount Sinai health system—one of the largest health systems in New York—to discuss how …
How education is adapting to COVID-19 with distance learning solutions that complement video
The abrupt onset of the novel coronavirus saw schools shut down in-person learning in mid-March. Now, as summer break is underway, schools face the controversial decision of whether they should reopen their classrooms for in-person teaching this fall. Nonprofits, ed-tech companies, and institutions alike are racing to support faculty and students alike.
The demand for tools that can help deliver quality online instruction, proctoring, and tutoring is now at an all-time high, and video is a huge part of it. At Twilio, we’ve seen more than an 850 percent increase in peak concurrent participants in our video products and a more than 500 percent increase in daily video minutes compared with pre-February levels.
Video conferencing is now critical for adapting to the new normal of remote education, but it’s a solution that comes with its own challenges.
So-called “Zoom fatigue” is a real effect from video chats, which …
5 trends shaping how healthcare providers meet the demand for telehealth and provide better patient engagement amid COVID-19 and beyond
COVID-19 has spurred rapid evolution within healthcare. Providers of all sizes have had to reimagine patient journeys and scale services unlike ever before, and the latest data shows the vast majority of patients—72 percent— have changed their healthcare habits due to the coronavirus.
For many providers, this unprecedented change has led them to treat patients a lot more like consumers.
Telehealth in particular is promoting ease, convenience, and speed that many patients will want to see continue even after the coronavirus is contained: McKinsey research found that 50 percent of US consumers 18-84 surveyed plan to continue using telehealth for physical and mental health post-COVID-19.
Learn how changing consumer and patient expectations are shaping the future of healthcare in this report.
Here are five critical ways healthcare providers are adapting to the new normal of patient engagement, triaging, and treatment.
To minimize the spread of the …
Building a reliable work-from-home environment: How the cloud, and SIP connectivity, ensures continuity in a COVID-19 world
Cut to the chase: watch the on-demand webinar all about SIP connectivity for remote work and business continuity.
COVID-19 has pushed many businesses to adopt a work-from-home model. For many, that has meant adopting cloud-based services, making customer-to-company interactions through voice, email, social media, and the web accessible from virtually anywhere.
As the world continues to weather the challenges of the pandemic, it’s becoming clear that the changes organizations make now have the potential to outlast the virus itself. For some organizations, the abrupt social experiment that was remote work is giving way to a long-term reality of a fully- or partially- remote workforce, even as restrictions ease and workers are able to return to offices.
For those in need of voice and phone call capabilities for their remote contact center, Session Initiation Protocol (SIP), which transmits audio over the internet, is one choice. SIP enables voice over internet …
How can retailers earn and keep consumer trust during and after COVID-19?
The scale of COVID-19 and its subsequent economic impact has made trust between consumers and brands—already an important part of customer engagement—even more critical.
Eighty-one percent of consumers say that being able to trust a brand is now a deciding factor in their buying decision. At the same time, people who have been furloughed or laid off are reducing their spending and buying less expensive brands than before. Closures have led brick-and-mortar-based businesses to lean into digital strategies and ecommerce more than ever, given the surge in contactless delivery and pick-up in store options.
Consumers are having to change how they shop, leading to a permanent shift in consumer preferences that will push retailers to continue to pursue more engagement innovations even after the containment of the virus.
The importance of trust for consumers
Consumers are seeking comfort and assurance, and are demanding integrity from brands. Seventy-one percent of …
3 ways healthcare service providers are reimagining the patient journey during COVID-19
The COVID-19 pandemic is accelerating the transformation of healthcare services to treat patients more like consumers.
For many providers, the sudden need for telehealth has been a lightbulb moment. Adapting to COVID-19 has seen the creation of solutions that meet pre-existing consumer expectations and preferences, and thus will outlast containment of the virus.
Here are three ways healthcare service providers are reimagining the patient journey during COVID-19 and beyond.
Scaling and automating appointment reminders
Traditionally, scheduling, confirming, and changing appointments has created operational overhead for providers—not to mention a poor experience for patients. In the US alone, missed appointments cost the healthcare system $150 billion a year.
There are two common ways to scale automated appointment reminders, either by phone or SMS:
- Conventional SMS appointment reminders are sent as one-way mass text messages that patients cannot act …
Business, not as usual: A guide to COVID-19 response and business continuity
In the wake of the coronavirus, the whole world essentially went digital in just a week.
This massive shift comes with significant but surmountable business challenges. The truth is, there’s no such thing as “business as usual” right now. Having a plan in place to ensure business can continue on as best as possible, despite the real and often scary disruptions we are facing every day, is essential for this crisis—and future ones.
Business continuity plans
Life in the age of COVID-19 is a fluid situation no one has ever seen before. News sources, politicians, scientists, and medical experts are all responding to new information in real time, leaving us as business leaders no choice but to do the same.
To learn more about how to adapt your business continuity plan to the unique situation we find ourselves in, and how you can create one now if you don’t yet …
Customer experience happens in the contact center. Is yours set up for success?
Customer loyalty hinges on the customer experience, and because of that, the contact center—where the customer experience is shaped—is now the proving ground for brand differentiation.
From account authentication to delivery notification; from customer service experiences to product and experience reviews, the contact center is the hub of trusted communications that engages customers throughout the customer lifecycle.
A younger workforce, process automation, and customer expectations are fundamentally shaping the future of enterprise contact centers. The next generation of contact center employees expect easy access to a 360º customer view. Chatbots and machine learning are allowing for 24/7 service that simultaneously frees up more time for agents. And customer expectations demand maximum flexibility to communicate with brands on the channel of their choice.
To suit every customer, your contact center needs to provide self-service and the option for a direct line of communication to live agents across SMS, email, …
How AI can help contact centers resolve issues faster during crisis
With the disruption caused by coronavirus comes new challenges for customer service and support. In times of crisis, it’s important to stay focused on best practices and reinforce the capabilities of your contact center—not necessarily rip-and-replace them. In addition to being prepared with business continuity plans and the right infrastructure, businesses can ensure their contact center agents are able to manage increased call volumes by leveraging artificial intelligence (AI) to help scale support.
Traditionally, customer satisfaction (CSAT) has been regarded as the ultimate measure of customer loyalty. However, according to recent Gartner research, a more telling indicator of customer loyalty, especially amidst the stresses and sense of urgency surrounding COVID-19 and other times of crisis, is customer effort: the ease of customer interaction and resolution during a request. In fact, customer effort is 40 percent more …