The ongoing relationship: use proactive automation on multiple channels to build loyalty and differentiate your brand.

Personalize your relationship with each customer or stakeholder, at every touch point, while reducing your contact costs. Take advantage of the power of MessageBroadcast’s network “engine” to implement innovative programs that differentiate you from competition, lift satisfaction, build loyalty and increase revenue-per-customer. Turn transactions into branding opportunities. Create better experiences, both inbound and outbound.

Communicate quickly with customers, employees and “B2B” partners on everything from account alerts and service status notifications to upcoming activities and emergencies. Announce new products, deliver sales leads, educate and train. Examples:

• Account activity alerts: Let customers know when their account balance or status is at a critical point. Opt-in balance, overdraft and deposit alerts have been effective brand-differentiators for our financial services clients. Notify sales agents when commission thresholds are reached.
• Service notifications: Confirm that a service, upgrade or repair has been performed. Our telecommunications and cable customers increase customer satisfaction and reduce “truck rolls” with automated alerts ranging from “Disconnect Request Confirmation” to repair status.
• Appointment notification and scheduling: Friendly, proactive notifications enable customers to confirm or change appointments without a “live” call.
• Fulfillment: Issue timely order, shipping and delivery confirmations on your customer’s channel of choice. Provide information customers are waiting for as soon as it’s available, such as lab test results. Keep distributors or franchisees in the loop on customer order status.
• Fraud detection: Take advantage of multi-factor authentication, which allows confirmation of the customer’s identity via customer-specific ID data, to securely contact customers with sensitive information
• Emergencies and outages: Automatically deliver advance warnings, status reports, emergency information and safety tips when emergencies or outages occur. Reduce both inbound and outbound call center volume while keeping customers reassured, informed and safe.
• Business affiliate and franchisee support: Provide event-based notifications and education on all channels, from sales lead alerts via text to training videos via broadband Desktop Alert. Increase productivity and loyalty, and reduce “churn” of sales agents.
• Marketing communications: Once customers have opted-in, deliver information about new products, offers and sales, automatically customized to each customer’s interests.