Broadcast, build trust, break down boundaries

Discover how omnichannel messaging works in key industries

From the moment a customer creates an account, omnichannel messaging multiplies touchpoints along the customer journey:

SMS can be used for one-time password (OTP) account verification, automated customer service responses, discount alerts, and more

Messaging apps can be used for customer care inquiries, tech support, and billing

Voice messaging is an excellent choice for customer follow-up reminders

Read on for some use cases of how omnichannel messaging is effective in sectors such as finance, e-commerce, logistics, and healthcare.

Banking / Fintech

Building trust and demonstrating transparency is hugely important in finance. Omnichannel messaging in the banking and fintech industries is improving customer engagement, increasing customer satisfaction, and driving business growth.

Banks leverage omnichannel messaging to send timely and relevant notifications and alerts to customers. For the most urgent and important notifications, voice messages can be utilised, while messaging apps can be ideal for sending documents or issuing account reminders.

In customer service, omnichannel messaging is used to offer round-the-clock support to provide reassurance to account holders. Agents benefit from access to previous interactions and personal information, enabling seamless follow-ups - crucial for a sector in which customer satisfaction hinges on smooth and responsive support.

E-commerce / retail

Behavioral targeting and follow-up messaging are now ingrained in e-commerce and retail practices. Omnichannel messaging allows these strategies to be fully leveraged in a seamless and personalized way.

Online retailers are sending multichannel reminders on abandoned carts, allowing customers to return to the site and complete their transactions. Both e-commerce and traditional platforms are using messaging apps, SMS and email for order tracking and delivery notifications, sending real-time updates to customers about their orders.

Flash sales and discount campaigns benefit from multi-channel promotion, and customer service is being improved by expanding communication choices.

Logistics

In the fast-paced logistics industry, omnichannel messaging plays a crucial role in enhancing communication, streamlining operations, and ultimately improving customer satisfaction.

Real-time tracking - sending automated messages through various channels such as SMS and messaging apps - gives customers convenient and reassuring updates about the status of their shipments, including estimated arrival times and any potential delays.

Personalized notifications can be sent to customers based on their preferences and past interactions, such as offering delivery time slots or notifying them of upcoming promotions.

Healthcare

In healthcare, providing excellent communication hinges on breaking down barriers between healthcare providers and patients.

Omnichannel messaging is proving ideal for appointment reminders. Using a combination of SMS, messaging apps, and automated phone calls, healthcare providers are reducing the number of missed appointments and improving patient outcomes.

Medication reminders are sent via patients’ preferred channels, while delivery of educational materials, such as videos and guides, furthers understanding of conditions and treatment options.