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. …