Good morning, and welcome to our quarterly Compass Journal.
We value our relationship with your team and share these quarterly updates to help spark new ideas for you, your business, and our partnership. We're passionate about your success and delivering fanatical customer WOW experiences and key business results.
To keep up with consumers’ rising expectations, today’s companies strive to provide a connected experience across an expanding number of digital, telephone, and physical channels. These expectations are why it is essential to shift from a reactive approach to a proactive model that focuses on cross-channel customer journey success.
Quantifying The Value of Real-Time Customer Feedback
The best way to be proactive is to equip yourself with real-time customer insights. Post-call automated voice surveys capture customer feedback at the moment of contact while still having the customer on the line. Their opinion will be fresh, providing it is frictionless, and there is a quantifiable ROI.
A large insurance provider was dealing with a complex and growing network of BPO’s, or business process outsourcers, to process and manage their health insurance plans. As this network of third-party companies grew, service to customers became disjointed and fragmented.
Many businesses are using text messaging to communicate with customers. Thus, adopting this ubiquitous platform as an extra bit of security for Multi-factor Authentication is convenient for the customer.
You don’t need us to tell you that consumer expectations are rapidly changing. In what seems like the blink of an eye, we’ve shifted from two-day expectations to a today expectation, and a NOW expectation.
Text-to-Pay is becoming a prevalent topic of conversation among current and future clients. Paying by text is the easiest way for your customers to pay their bills, and it’s the most contactless payment method available.