Proactive, Outbound Customer Service with a “Wow” Impact
How do customers define a “Wow” service moment? It usually involves an unexpected extra effort from a service provider that demonstrates true understanding and caring about building the relationship. Outbound, event-triggered customer service notifications are exactly that. Whether alerting customers to an issue or an opportunity, the fact that you bother to reach out is what makes the difference.
Limitless Applications
Both as one-way or two-way communications, there are a myriad of ways to use automated outbound messaging to “Wow” your customers at a refreshingly low cost relative to other media. Some examples of our most popular applications include:
- New customer welcome calls
- New customer rewards program enrollment
- Targeted promotional programs to drive usage and repeat purchase
- New product/service announcements
- Service change/interruption alerts
- Verification of transaction status/delivery
- Automated satisfaction surveys
2Way-Connect customer service campaigns can be built as multi-channel programs where FDVS manages end-to-end delivery of the message via IVR, e-mail, SMS and paper mail. Alternatively, our outbound voice messaging can be added to your current customer service communications mix wherever appropriate.
High Impact and Interactive
As paper and e-mail saturation rates continue to rise, outbound voice messaging has emerged as one of the most impactful communication tools available. Programs routinely achieve 70%+ contact rates with interactive response rates often topping 50%. This compares very favorably to all competing media and has resulted in significant application expansion over the past several years. 2Way-Connect provides advanced tools to detect and integrate with home voice mail systems, plus detailed reporting on all application metrics to drive continuous improvement based on delivery schedules, scripting and other key variables.