Outbound Customer Engagement
On their preferred channel.
Nothing builds loyalty and trust like regular engagement with your customers, especially when you engage them on their channel of choice. Outbound communications help you keep up with your customers rising expectations for a connected experience across channels. Send text notifications that solicit conversations with Conversational AI, or voice messages that offer a quick path to self-service automation. Your customers will appreciate the convenience and frictionless experience with you.
Send pre-recorded outbound voice messages with self-service automation options.
Combine email notifications with voice and text for critical messaging.
Send 2-way SMS messages that prompt recipients for engagement or quick yes/no.
Customize the caller idea to let recipients know who you are, or why you’re sending an alert.
Intelligent redialing ensures the recipients receive important alerts and messages.
Use the API to begin contextual and personal conversations by text messaging.
With proactive CX, you help your customers realize that you have their best interests in mind. Feeling valued is essential in building trust and loyalty. With proactive CX, you stop “retaining” customers; instead, they become your champion in the marketplace, extolling the virtues of you, your products, and your services.
When you start thinking about a personalized and proactive CX strategy, you’re prompting customers about their needs at various points across their customer journey. It’s also important to realize that your customers don’t see stages in their journey, and the customer journey is rarely linear anymore. To them, it’s a “Loyalty Journey,” and it’s essential to think like them and be proactive.
The CX Loyalty Journey rarely has a beginning, middle, or end for your customers. It’s a constant cycle of proactive, consistent, and helpful messaging.
A national provider of in-home medical devices integrated outbound campaigns into their patient care strategy.
Open rates for critical emails about patients’ medical devices were rapidly falling. By shifting to outbound text messaging, they were able to ensure patients were notified about scheduled maintenance, necessary refills, and product recalls. They complied with warranty and health insurance requirements by integrating the results with product and insurance data, resulting in significant savings with the newfound efficiencies.
Keep customers informed of important progress in a long onboarding process. A simple text message with the status of a mortgage application or life insurance in underwriting will go a long way in building trust. Today’s consumer expects to be engaged by the brands they choose, confirm they made the right choice.
Reduce Call Load
Service disruptions and scheduled maintenance are a given for utilities and technology providers. Even though it might be bad news like a power or cable outage, no one likes to be in the dark. Keep people informed and prevent unnecessary load on your contact center agents by sending out alerts and status updates.
Today’s customers are busier than ever before. They appreciate a friendly reminder that a payment is due or overdue. Many of our customers send out reminders when a payment is coming due. In fact, Outbound Campaigns have been so effective at reducing account receivables; billing platforms combine it with our Payments solution to communicate with millions of consumers.
People Prefer Text
Nearly 85 percent of consumers use text messaging every day, and they open 98% of text messages within two hours. In a recent study, more than two-thirds of people prefer communicating with businesses by text messaging. Engage with your customers over their preferred channel. Something as simple as periodic one-question text surveys can give you valuable real-time data and shows customers you value their feedback.
A trusted provider of support services to major legal firms turned to our outbound campaigns to fulfill the communications requirements of class action lawsuits.
Court filings, rulings, and other important updates in class action lawsuits need to be communicated to the entire class in a court-mandated timely manner. In cases where the class may involve thousands of individuals, updates can become costly and time-consuming. This customer has been using our outbound campaigns, in some cases with classes exceeding 100,000 parties, to meet and prove compliance with court requirements easily.
Common Use Cases
Meter reading submission: “Smart meter” adoption is slowing, and many older homes in established suburbs have gas and water meters inside, presenting a problem for a post-COVID19 meter reading.
Important alerts: Outbound text alerts of water main breaks and other service outages would be vital for many people. Alerting residents to boil water or put medical equipment on generators.
Billing: Consumers that receive reminders of payments are likely to take care of that balance due sooner, a win for the customer, and a win for the provider.
Appointment reminders: People appreciate reminders and are the most common request among consumers when asked about business texting.
Medication & equipment recalls: The FDA has reported more than 100 prescription and over-the-counter recalls in 2019. Keep patients well-informed of this essential information.
Instructions: For out-patient procedures, there are usually instructions for the patient before the appointment. Texting is a great way to remind patients as the date approaches.
Pay by text: People prefer privacy when it comes to healthcare and the associated bills. A pay-by-text solution offers the ultimate in privacy.
Real-time alerts: Notify customers of transaction activity, necessary payment due dates, credit limit alerts, status changes/updates, and fraud alerts.
Confirmations: Provide an extra layer of comfort by sending confirmation notices when customers make changes to their accounts.
Two-factor authentication: Give customers this added security when they log-in through a new device or after a period of inactivity.
Urgent alerts: As COVID-19 and new public health concerns continue to cause disruption, text alerts regarding any changes to in-person procedure and other related information has become a significant need.
Information updates: Keep citizens informed of weather-related delays and closures.
Pay by Text: Most municipalities and agencies have stopped or restricted in-person payments as part of public health controls. A pay-by-text solution is convenient and secure for paying necessary bills, fines, fees, and other taxes.
Travel & Hospitality
Confirmations: Offer guests the option to receive their confirmations by text rather than email. This tactic is the ideal path to receiving permission to send other messaging.
Frequent stays: Offer return guests exclusive perks or upgrades in your lounge and restaurants. Send these out as, “When we see you again, enjoy a cocktail on us,” coupons by text.
Nearby events: Increase loyalty by keeping expected guests aware of special events and entertainment in the area during their stay. Combine this with exclusive offers for those engaging by text.
Rent due notices: Many people benefit from reminders to pay their rent. Reminders are especially beneficial as payments become late, and additional fees may apply.
HOA fee due notices: The need to remind also applies to homeowners associations. Some collect dues on a quarterly schedule, so proactive reminders can prevent late payments.
Pay by Text: You can make it especially convenient to provide a “text PAY” to pay rent or other fees in your reminders.
Perks: Many HOA and renter portals now integrate community perks. However, most residents don’t portals regularly, so send out text notifications of new perks.
Recall alerts: With the high open rate of text messages, there’s a much better chance your customer will see and respond to it. Make sure you provide a way to schedule service in your text message.
Emergency service: When roadside assistance is necessary, regular text messaging helps the customer know when to expect help. Build trust by also provide messaging on staying safe until help arrives.
Service status: Push out notifications when a customer’s car is on the lift, when off lift for testing, and when the repairs are complete.
Weather delays & closures: An outbound text campaign is the quickest way to notify students and parents of delays or closures.
Health notifications: Send regular notifications on health-related issues and social distancing reminders.
Emergencies: Rapidly inform everyone of campus emergencies that would either require a shelter-in-place or evacuation.
Events: Remind parents and students of open houses, fundraisers, due dates, and meetings or events.
Two-factor authentication: Higher education students may use more than one computer to access their school’s student portal. Use two-factor authentication via text message for rapid confirmation.
Fund raising: Outbound text campaigns are often the most effective way to notify donors of an urgent financial need.
Petitions: When championing a specific cause, you can enable people to sign petitions by text message.
Membership: Increase your supporter and donor base by offering a simple text to join option.
Surveys: You can rapidly canvas opinion with a text-bases survey.
Encouragement: Send daily or weekly inspiration and support to the people you’re serving.