3 ways to augment the contact center for greater customer loyalty
As the hub of communications across the entire customer lifecycle, contact centers are modernizing today with tomorrow’s customer experience in mind.
Market-leading companies are putting the needs of their customers at the forefront, transforming their legacy call centers into intuitive, omnichannel contact centers. How? The adoption of cloud communications as part of their CX strategy.
Cloud platforms are enabling companies to build applications at unprecedented speed and flexibility. These platforms:
- Are global, scalable, and cost-effective;
- Don’t require massive budgets or lengthy installations, and;
- Empower businesses to create custom contact centers tailored to their customer and business needs.
Cloud APIs—or, the routines, protocols, and tools developers use for building software applications—offer new approaches to building contact centers that do not require expensive systems integration or a ‘rip and replace’ rebuild. Instead, these building block APIs provide the …
How communications platforms enable companies to deliver right-time experiences
Never in history have we had more access to affordable technology to change the way we live, work, and play. Yet despite this abundance of technology, many of an individual's experiences remain generic and unsatisfactory. Employees struggle to deliver meaningful customer experiences because they lack access to the right information, and even accurate data isn’t readily available in real-time.
Market leaders are changing this by building what Lopez Research defines as “Right-Time Experiences.” RTEs are enhanced business processes or services that deliver the right information or service experience, at the precise moment of need, to an individual's device of choice.
But RTEs aren't just for business to consumer engagement. Industry leaders are improving their business outcomes by creating new workflows for its employees and business partners. While there could be many types of RTEs, the three main categories include improving communications, care, and commerce. Enhanced communications experiences provide the foundation …
Introducing the 2020 State of Customer Engagement Report by Twilio, available now
Is your business in touch with the trends, events, and moments shaping customer engagement in 2020?
Digital bombardment is real—overwhelmed consumers are increasingly discerning when it comes to how they choose to interact with their chosen companies and brands.
At the same time, chatbots, voice assistants, and conversational AI are everywhere you look. Even so, consumers aren’t clear on what conversational AI can do, and the potential of the technology remains largely untapped.
The trends shaping how companies and organizations interact with customers is also shaping politics in a time when engagement—and galvanization—is higher than ever.
And through it all, the customer experience remains of utmost importance, driving top companies to hire C-level roles focused solely on CX, and its unbreakable thread throughout their organization.
Customer engagement is in a state of constant change. And, since Twilio helps 170,000+ customers engage their customers in every possible way, we have a …
The channel doesn’t matter: Get and keep customers with a channel-agnostic approach
We are approaching an era where unified communications networks are possible. This means moving from omnichannel to channeless (perhaps even channel-agnostic) due to the technologies that are available to create this unbroken matrix of communications media.
What that means in practical terms, is that a customer can communicate with a company in any way they want without concerning themselves with the channel. They’re fully focused on the message and the communication.
To give you an example of the difference, imagine looking at an email with a phone number in the email, giving you the opportunity to call from the email. Tell me which example you like and which you don’t.
- You click on the phone number in the email and you’re taken out of the email and into a new window, where a new app, like Skype, opens in order to make the call.
- You click on the phone number …
Why the communications revolution requires a new approach
It’s been largely said that current market conditions are the result of a business revolution — or, a technology revolution.
More accurately, we’re experiencing a communications revolution.
This revolution has impacted how we communicate, with whom we communicate, what we use to communicate, and our expectations about time, place and results of the communications. It has also transformed how we create, distribute, and consume information.
Forward to the present
Most tangibly, the part of this revolution that we are all accustomed to, and part of, is the mobile side.
We all communicate on an insanely large number of channels and media via our smart devices, which either are used for bidirectional communication (phone, sending emails, Twitter, Facebook, LinkedIn, Instagram) or for collecting and consuming information users are looking for specifically. That specific information, and not so much the random searches, is what the key to really thinking about the future …
Business transformation demands communication platforms to succeed
Seems that everyone in enterprise technology these days talks about their product being “platform-based” or “a platform” or “working as a platform.”
Have you ever stopped to ask the question, “What is a platform?”
In the world of enterprise software applications, we have long been trying to update computing models. Based on research on distributed work from the 1930s and continuing onto ideas proposed in the 1960s, distributed computing is the key to scalability, integration, and security.
These three attributes are the basic elements any IT department seeks in an enterprise application: the ability to perform equally under any demand, the ability to connect to any other systems easily, and the ability to protect access and data simply.
One of the most compelling and publicly adopted models of distributed computing models is cloud computing.
For cloud computing to work well, early research determined that it was key to break …
Leveraging communications platforms to access insights: How the digital revolution came to be, and where it’s going
Customers today demand more and better communication from the businesses and brands they engage with. Market-leading companies are launching second- and third-generation communications strategies that are taking them past just communication to building new experiences, generating engagement in the process.
Realizing how to build these communication-enabled and communication-driven applications is the next challenge for all companies and the guiding star for the next decade of business transformation. But one of the biggest hurdles in the imagine-if and what-if worlds is that practitioners on the front lines miss the clues and the transition points. Enter our thought leaders.
This series represents an amazing opportunity to engage our industry’s top thought leaders on a single theme. I hope these articles help you embrace the worlds of digital communications and customer experience, to inspire new perspectives and spur new ideas for better engagement strategies and, ultimately, strengthen your customer relationships at scale.
Email and text reign supreme: Research uncovers consumers’ frustrations when communicating with brands and reveals channel, frequency and customization preferences
Email and text: that’s how customers want brands and businesses to communicate with them, despite the massive explosion of new channels and social media platforms in recent years, according to a new Twilio study.
The study surveyed 2,500 consumers across a variety of backgrounds, all over the world, to better understand how, when, and where consumers want to be reached, and how the content and urgency of those messages influence their preferred medium.
Survey respondents vastly preferred email as the main mode of communication between them and a business—83% said so, in fact—but texts are more than twice as popular as email when receiving urgent communications from businesses.
As for homegrown corporate apps specific to your business? Only 12% of consumers prefer a company’s mobile app for receiving communications from that business. While 7 out of 10 consumers curate their home screens, less than …