Keeping Customers in the Loop

Real-time updates to inform and reassure

“While voice still dominates as the primary channel for customer service, omnichannel engagement is making strides.” – Microsoft ‘State of Customer Service Sophistication’ report

Have you ever called a company for customer support and been promised a response via email? Sadly, that type of response is still common.

But what if a customer service email response goes to a spam/junk mail folder, the email account on record is rarely used or checked, or the customer is simply too busy to remember to check email? The result is a dissatisfied customer and a feeling that the company is unresponsive.

The most effective customer support teams are sending real-time updates, information, and responses to queries and support tickets across SMS, voice, and messaging apps, giving customers the choice of how they would like to be contacted:

Banks & Financial Services companies are sending time-sensitive notifications related to transactions, cards, and accounts to customers via messaging apps
Travel providers can send real-time updates on cancellations, schedule changes, and delays to minimise customer inconvenience
Healthcare providers utilise message for appointment confirmations and day-before reminders to avoid late cancellations, as well as post-procedure follow ups to monitor patient recovery
eCommerce players provide real-time delivery updates on order status and confirmations (with photos) of successful delivery when customers are not available to receive packages

Timely responses, updates, and information, provided via the messaging channel the customer prefers, result in satisfied customers who feel like they are a priority, not merely a commodity.

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