Communication use cases to build a powerful digital customer engagement strategy
“Customer experience has fast become a top priority for businesses and 2021 will be no different. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it?”
With digital transformation on a rapid rise and changing the way customers want to interact with businesses, more and more companies are acknowledging the need to engage and win their customers over continuously if they want to grow and maintain a healthy, sustainable business.
In fact, a recent survey found that 86% of buyers are willing to pay more for a great customer experience. In other words, if the experience is good, customers are likely to make repeat purchases and become loyal customers. The survey maintained that companies who already earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.
How can businesses, regardless of their sector deliver superior digital customer experiences, coupled with a personalized human touch?
Highlighted are key brand communication use-cases to build a stronger customer base of loyal customers:
1. Activate communication messages throughout the customers’ journey
For first-time signups, onboard new customers with warm welcome messages that set the tone for a new user to get value from your product/service throughout the customer journey.
Initiate welcome messages that should focus on things that will actually help the recipient get value from your product. For instance, a welcome note from someone behind the product, to the most useful next steps for them to take. Eg,
“ Welcome to Termii. We provide African businesses with tools to communicate with their customers across multiple channels.
To access your account visit Dashboard.
Feel free to reach out to the support team on your support group…
Regards,
Emmanuel and Ayomide,
Co-founders, Termii Inc “
Other use cases include:
⦁ Website welcome message for online visitors
⦁ Welcome message for a new subscription
⦁ In-app messages to onboard users
⦁ Order confirmation messages
⦁ Messages to extend an offer period — not forgetting, of course, to highlight what’s in it for the user.
A good welcome message is a chain of communication to keep your users engaged and acts as a strong foundation for long-lasting customer relationships. We’ve used messages like these to help grow and scale Termii and hope a few of them will help you do the same.
2. Engage customers with In-Product messaging
When it comes to updates and product messaging, such as notifying customers about a new service or product, there are a few key multichannel that can be used:
⦁ In-app messaging
⦁ Emails
⦁ Mobile or SMS
⦁ Customer support
⦁ Social media
The perfect approach is to automate the engagement process to message a specific segment of a customer base with the exact product/offer they’ve indicated an interest in.
3. Offer a multichannel for the new customer onboarding process
A new user will stick with a service if they’re given the option to be onboarded via their preferred channel. The purpose of this onboarding communication is to increase an extensive usage of a new account.
Our OTP/Token feature allows for products like mobile banking, digital bill pay, mobile deposits or fintech services in general, to verify customers’ identity and transactions quickly and securely via a range of registered and trusted channels -
⦁ SMS
⦁ Voice and
While delivering consistent communication in the process
4. Prevent fraud and Build trust with high-level security
Again, for financial or software products, users want to feel secure when making transactions. Termii offers reliable APIs for authenticating payment and sales transactions, and also helps businesses prevent fraud via our two-factor authentication APIs.
Businesses can comfortably:
⦁ Generate secure tokens to trigger one-time-passwords (OTPs) to confirm customers’ identify or transactions
⦁ Send generated OTPs or verification codes securely to your customers’ mobile device across SMS, voice and WhatsApp
⦁ Give customers access to specific transactions or aspect of your mobile app by confirming sent OTPs to their mobile device
5. Boost promotions and upsells with deep using personalized customer insights
Our multi-channel messaging solution with deep customer status analytics allows businesses to gain more intelligence about their audience to easily communicate personalized offers with them and get a prompt desired action.
We enable brands to detect in real-time, the status of users contacts, the validity of customers contact/network and detailed cross-channel reports for incoming and outgoing customer messages via API or excel sheets. All designed to help:
⦁ Retain VIP or loyal customers with personalized offers
⦁ Send updates and engage mobile app users with relevant offers
⦁ Increase subscription rates with personalized offers.
However, to make these messages successful, do not offer a promotion or upsell unless it makes sense to the customer. Make it clear what the offer is, how it compares to your current offering, and the advantage it offers.
6. Implement Chatbots in customer service
Chatbots are becoming one of the most popular channels for customer service inquiries. Our WhatsApp High Volume route enables businesses to create bots for any form of human dialogue, to save on operational costs and improve response time that enhances the customer service experience. Other benefits include:
⦁ Provide instant customer support
⦁ Deliver better customer experience
⦁ 24×7 availability
⦁ Reduce customer support costs with bots
⦁ Collect real-time customer feedback
⦁ Enhance the productivity of customer support reps
In conclusion, the best way to make your brand stand out is to stay connected with your customers and prospects. Even if a website visitor did not become a customer at the first interaction, he still the potential of being a buyer and a series of automated messages can keep him engaged and even win him over.
As you consider your messaging strategy and the approach you will take, also put into consideration what product will best serve your needs — if you’re already integrated to Termii as a customer, or interested in becoming one, our reliable messaging platform allows you to connect and verify customers seamlessly across multiple channels like SMS, voice, email and WhatsApp. Give it a go and schedule a demo session with one of our in-house messaging experts as you put these best practices to the test.
Cecilia Abegunde
Storytelling Lead Termii Inc.
