Do you track the number of notifications and alerts you receive daily? As customers, we receive multiple notifications from our service providers.
- Banks send account transactions, monthly statements, service updates, new schemes and offers, etc.
- Insurers share policy renewal reminders, payment reminders, new policy issuance notifications, etc.
- Telecom providers send us monthly bills, payment reminders, new plans, etc.
- Utility players send invoice details or other regulatory information
- And the list goes on.
Aren’t such notifications the most common interactions an organization has with its consumers? And yet, they do not contribute anything to a customer’s experience. They just serve an informational purpose.
According to a study, 95% of transactional communications are opened and read each month as they contain important financial information and usually require action. With such a high click and conversion rate, it is imperative for organizations to create a WOW experience for users through these notifications. Not only would this help organizations build confidence in their customers, but it would also help them gain an edge over their competitors.
With a modern customer communication management (CCM) suite, businesses can revamp these notifications to gain customer loyalty.
Following are some ways in which CCM can help in delivering customer delight:
- Multichannel Experience
CCM can send notifications through multiple channels such as SMS, email, WhatsApp, push notifications, or through social media platforms like Facebook and Twitter. These channels can be decided by building intelligent rules based on a customer’s preferences, demographics, or channel usage.
- Links to Access/Download Documents
It would save a considerable amount of time if people could access relevant documents along with the concerned notification. Consider a customer receiving a notification about his account statement. A link can be shared through SMS or WhatsApp which opens the statement in a responsive HTML format right on his phone screen, and further gives the option to download a PDF version. He no longer needs to go to the website or mobile app, thereby saving time and creating a wonderful experience.
- Enclosed Media with Notifications
CCM allows you to send images and documents along with app notifications, turning a mundane message into an attractive one. It provides the perfect opportunity for up-selling or cross-selling products and can inform customers about any ongoing offers and promotions.
- Tracking and Analytics
CCM suite enables businesses to track each communication sent to consumers on multiple channels. It also analyzes consumer action by monitoring open rates, click-through rates, and bounce rates across multiple channels. This enables businesses to get a 360-degree view of all the notifications sent from different departments and their respective responses received from the customers.
It is important to treat these notifications as an opportunity to establish a personalized and long-lasting relationship with your customer. An effective CCM suite can go a long way in enhancing your brand image and delivering a superior customer experience.