How to match notifications to the right customer channel
Businesses want better ways to communicate relevant, personalized, and timely information to customers. Account notifications are one way to do it, but doing it well can be a spider’s web of timing, various notification types, preferred channels, and a lot more—all while trying to scale.
Channel choice can make or break customer engagement. Consumer preferences are changing, and more than two-thirds of consumers prefer to communicate with businesses via messaging. Consider this: four-out-of-five emails go unopened. In fact, SMS has five times the open rate compared to email.
SMS alerts are the single best way to keep customers in the loop about important changes to their accounts. And notifications via SMS and push notifications have been shown to be more effective. By ensuring customers are notified in real-time (regardless of channel), and are receiving these notifications via their preferred channels, companies can reinforce customer loyalty and increase customer satisfaction. …
Modernize your IVR with 10 key considerations
Today, customer service is at the intersection of two important trends: customers want to be more self-sufficient, and businesses are looking to improve customer experience without increasing costs.
A modern IVR system solves for both.
Since your IVR system is often one of the first contacts a customer has with your company, it provides an exceptional opportunity to deliver a customized experience. With the use of customizable phone menus and prompts, your enterprise can use the IVR as a critical element in your engagement strategy. Mapping your business logic to the natural customer journey will allow you to deliver an experience that is always reliable—and on-brand.
When an IVR system is designed with the customer in mind, your support process is more efficient and makes customers happier. Here are the top 10 features of a modern IVR you’ll want to consider:
1. A visual interface
Changing content and routing logic …