Digital conversations are helping our clients to provide a proactive and pain-free experience for consumers and increase customer satisfaction. As on-line commerce continues to dominate the retail space, any hesitation in engaging or impeding momentum of customer interaction risks losing the sale.
Recent surveys show that WEB self-service and social media messaging are the preferred and most widely used communication channels for consumers. This is why the everymessage Omni-Channel digital platform is transforming engagement as it successfully leverages these forms of communication alongside SMS, email, WEB Chat, in-App chat, secure document exchange and even printed mail.
Proactive customer engagement not only requires the right method and channel to contact consumers, it also has to be at the right time and with a consistent and accurate response in order to increase customer satisfaction and deliver business efficiencies and cost reductions.
Facebook, Twitter, Instagram, and other social media channels have been adopted by consumers because of their potential to avoid the challenges of other channels such as long waits on hold, complicated routing to departments or dropped chat conversations due to connection issues.
The risk for the retailer is high if their Contact Centres are unable to react quickly and, according to a recent Gartner study, as customers expect an immediate reply, failure to respond quickly enough could mean up to a 15 percent increase in churn rate to a competitor (source: Gartner).
In response to these change in consumer behaviour and technology challenges, everymessage has created Orbit – the new intelligent interaction facility for Contact Centre agents.
Our Omni-Channel solutions combine each channel of communication into a single view so that your agents (or our automated intelligent Workflow) can choose the active channel-type best suited to an individual customer and respond quickly. This can be via SMS, web chat, in-app chat, Messenger, What’s APP (API launch H2 2018), Virtual Apps, e-mail or IVR. We can also deliver letters or documents via our secure document exchange to a customer’s device or, of course, traditional posted mail.
Following a purchase, we can manage the delivery details (or collect from shop details) across all channel types, rather than just SMS as most retailers have today. We can also enable you to follow-up every transaction by automating customers’ sign-up to warranty registration or promoting and selling additional extended warranties.
Using everymessage automation and integrated AI, you will have the opportunity to sell more products, promote other items, accessories, or services closely related to the customer’s original purchase. And all through a tokenised payment process that keeps the customer’s data safe, fulfils your PCI DSS compliance requirements and enables customers to transact more often, more simply and through any channel type – SMS, e-mail, Messenger and IVR.
Our clients recognise that by using our software, they are able to become even more customer focussed, increase their first-time resolution rates, reduce inbound call volumes, service more customers and extend coverage hours. everymessage Workflow and integrated AI tools enable them to handle more issues, much earlier and with greater consistency in response, which in turn drives improvements in customer satisfaction and helps you to increase your business opportunities.