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- Type: Glossary Term
- Type: Glossary Term
- We are Sinch. We’re not just experts in messaging…we’re #1. Our cloud communications platform reaches every mobile phone on the planet - in seconds or less. Customers (and their end-users) need to be able to trust us. Customers trust us to have privacy as a top priority. They trust us to implement the security measures to protect their data. And trust us to not provide information to just anyone…, , Table of Contents, Let’s start at the beginning: who is “we”? So why are we informing you? Sinch as a Controller Sinch as a Processor Next questions: Who provides us with personal data, which information will we have and what will we use the data for? Who provides us with your personal data? We do not process personal data of children We don’t sell personal data. Which information will we have and what will we use…, , Let’s start at the beginning: who is “we”?, The Privacy Statement applies to the processing of personal data carried out by Sinch AB (publ) or any of its subsidiaries (“We”, “Our”, “Us” or “Sinch”). The websites and Portals of Sinch are operated by Sinch Sweden AB unless we state otherwise. We belong to the Sinch Group of which the head office is Sinch AB (publ.) located at the Lindhagensgatan 74 (postal code: 112 18) in Stockholm, Sweden…, , So why are we informing you?, To enable us to fulfil our legal and contractual obligations, to conduct business securely and efficiently and for other specific purposes that are described in this notice, we need to process certain personal information about you (referred to as “personal data”). Personal data is any information that relates to an identified or identifiable living individual. Different pieces of information,…, , Sinch as a Controller, Sinch is what is known as the “controller”. That means that we are responsible for the processing of your personal data and if you want to use your rights, have any questions or complaints concerning what we do, you can contact us. This Privacy Statement outlines the kind of personal data that is processed by Sinch in relation to you, how and why we need this personal data, ensure equal and…, , Sinch as a Processor, Sinch also acts as a “processor” for most of our services. In that case we process personal data on behalf of our customers (which are mainly companies and institutions). As Processor, Sinch will only process Personal Data pursuant to the instructions of our customer. We encourage you to also read the privacy statements and policies of your providers. Sinch does not review, comment upon, or…, , Next questions: Who provides us with personal data, which information will we have and what will we use the data for?, , Who provides us with your personal data?, There are three sources that provide us with personal data: you yourself, Sinch and third parties. We might ask you to provide us with personal data in preparation of the concluding of your new customer agreement or when you are in contact with company within the Sinch Group or want to stay up to date and ask for newsletters. Third parties may also have provided information about you. For example…, , We do not process personal data of children, Protecting the privacy of children is important to Sinch. For that reason, the Site is structured specifically to not attract anyone under 13, nor do We collect or maintain Personal Data on the Site from those who Sinch actually knows are under 13. If Sinch learns or is notified that it has collected information from users under the age of 13, Sinch will immediately delete such Personal Data. If…, , We don’t sell personal data, As a matter of policy, We do not sell or rent any of your information to third parties for any advertising or marketing purposes. We may disclose your information in the normal course of providing Our services or sending of Information (so towards subprocessors that act on behalf of Sinch)., , Which information will we have and what will we use the data for?, We will only process this personal data to fulfil the purposes stated in this notice and the Data Processing Matrix below, and to comply with the law and what is necessary according to law in each jurisdiction. Please note that this privacy statement does not cover our career website as this website has a separate statement. Purpose Personal data type and source Legal ground Retention time or…, Directly from you and/or via third party and/or created by Sinch Legitimate interest and/or required by law As long as required in accordance with applicable law To defend the legal position of Sinch. Contact data; such as phone number, email address, address, name, company, position, contact preference and any other information that you may provide to Sinch or is created during our communication…, , How long will you process my personal data?, We only keep your personal data as long as necessary for the purposes that are described above in the Data Processing Matrix: as long as we have a legitimate interest, to comply with the relevant law in your country or fulfil a legal request by a supervisor authority. Most of the time, how long we need to keep the data is decided by law on a local/national level. It can however be that there are…, , Who has access to my personal data?, , Sinch Internal, Personal data will only be available to authorized employees holding a position that requires them to process personal data to perform their work. These employees will only be granted access in accordance with the principle of “least privilege”, meaning that our personnel will only have access to personal data that is strictly necessary for the purpose of the processing to perform their work. Due…, , Authorities, Sinch may need to provide personal data to relevant authorities (e.g. social insurance agencies and the tax authority) in accordance with mandatory law, in order to fulfil legal obligations in the jurisdiction where we (in the future) employ our employees and/or when we get a request of an authority. We will only do this when we have a legal ground to do this and will ensure to take appropriate…, , Companies engaged by Sinch, In addition to the Sinch Group internal companies, your personal data may also be transferred to and processed by third party providers and suppliers which perform services for Sinch (also known as “data processors”), to enable these companies to perform the services requested by us. Services which may be requested include the provision of infrastructure and IT devices, insurance, administration…, , To which kind of countries will my personal data be transferred?, Even within the Sinch Group, your personal data may be transferred to countries outside of the European Union. To ensure that Sinch compliant with legislation and Sinch Group’s current policies regarding transfer of personal data, and that we take the appropriate measures to keep your personal data secure, Sinch uses a data processing agreement that fulfils the requirements set by the GDPR, in…, , Legal and Authority requests, Our customers and Authorities require us to have processes and procedures in place to ensure that we only provide information when we are required to do so. Sinch however also knows that it is our responsibility to fulfil requests of authorities whenever the law obliges us to do so. Sinch acknowledges that there is a fine line here that requires internal documentation and thorough assessment and…, , What are my rights with regards to my personal data?, , Right to access and rectification, You have the right to request access to the personal data relating to you. This includes the right to be informed whether personal data about you is being processed, what personal data is being processed, and for which purposes we use the personal data. You also have the right to request rectification or add personal data if you feel that the personal data that we are processing, is inaccurate or…, , Right to erasure, You may also request that your personal data be erased if e.g. the personal data is no longer necessary for the purposes for which it was collected, the processing is unlawful, or the personal data has to be erased to enable us to comply with a legal requirement. There are other circumstances where your personal data can be erased; please contact us if you would like to find out whether your…, , Right to object and blocking of data, You are also entitled to object to certain processing or request that the processing of the personal data be restricted or blocked if you believe the personal data may not be correct, if you believe the processing is unlawful, or if you believe that Sinch no longer needs the personal data for the purposes stated in this policy. We would like to inform you in advance that there are however two…, , Right to revoke, If you have provided us with consent to process or transfer certain data, you have the right to withdraw your consent under the GDPR at any time. The withdrawal of consent shall not affect the legality of the processing carried out based on the consent until such withdrawal. You can contact our Data Protection Officer (DPO) via [email protected] if you want to revoke your consent., , Right to data portability, If you request access to personal data about you that you yourself have provided and if the personal data is being processed automatically with your consent or in accordance with a contract between you and Sinch, you may request that the data is provided in a structured, commonly used and machine readable format and you may also request that the personal data is transmitted to another controller…, , How do I make use of my rights?, If you want to use any of the rights that are listed above, you can contact our Data Protection Officer (DPO) via [email protected] . You can use the same contact details if you should have any questions in relation to the processing of your personal data. If you want to send our DPO something by normal mail, you can use the same address as where Sinch AB is established. This is valid for all…, , What should I do if I have any questions or complaints?, If you have any questions, the Data Protection Officer of Sinch Group can be reached via [email protected] . You, of course, also write to our Data Protection Officer if you have a complaint and you have the right to file a complaint with the relevant authority in the country where you live, work or where an alleged infringement of the GDPR has occurred. For Sinch AB (publ.), the relevant authority…, , Changes to this Privacy Statement and Cookie Statement, We reserve the right to modify this Privacy Statement and the Cookie Statement at any time, so please review it regularly. If We make changes to this Privacy Policy or the Cookie Statement, We will post the revised statement on the website and other places We deem it to be appropriate. If we change the material content of the statements, We will summarize these within the next statement. All such…Type: Legal page
- San Francisco, USA, and Stockholm, Sweden – April 12, 2023 – Sinch, which powers meaningful conversations between businesses and their customers through its Customer Communications Cloud, today announced its strategic collaboration with Salesforce. Sinch is a strategic supplier for Salesforce’s global SMS delivery and provides enterprise-grade messaging solutions that support Salesforce and its…Type: News Article
- Stockholm, Sweden – March 29, 2023 – Sinch AB (publ), which powers meaningful conversations between businesses and their customers through its Customer Communications Cloud, today announced that its Board of Directors has appointed Laurinda Pang as CEO. She replaces Johan Hedberg, who currently serves as interim CEO, on April 17, 2023. Laurinda Pang brings more than 25 years of executive…Type: News Article
- About Zendesk , Zendesk is a service-first CRM company that builds software designed to improve customer relationships. In Zendesk, your Chatlayer bot will be a separate agent that will handle incoming messages for its own department. Chatlayer provides the necessary action dialogs to transfer the conversation to a department with the live agents that you choose. To go live, you should configure a Zendesk…Type: Integration
- About Adobe, Creativity is in Adobe's DNA. Their game-changing innovations are redefining the possibilities of digital experiences. Adobe connects content and data and introduces new technologies that democratize creativity, shape the next generation of storytelling, and inspire entirely new categories of business., Product Integrations, Sinch Rich SMS connector for Adobe Campaign MMS Connector for Adobe Campaign Classic Sinch SMS Messaging Services for Adobe Campaign Sinch Conversation API for Adobe Journey Optimizer, Features, a unified, real-time customer profile an integrated message composer the ability to send messages – both one- and two-way a customer journey design–builder artificial intelligence (AI) and machine learning (ML) to help you personalize that customer journey.Type: Partner
- Type: Glossary Term
- When someone moves through an omnichannel customer journey with a brand, they’ll use many channels. They might receive a marketing email and then a text message for a reminder or a confirmation. They might engage with customer service via voice, video, or chat. They might even interact with chatbot or voice bot. The ideal omnichannel customer journey is a seamless, connected customer experience.…, 6 steps in the omnichannel customer journey, Every customer buying journey is unique. When people come to your brand, it’s up to you to meet their expectations in their channel of choice. Here’s a look at a customer’s typical purchasing journey and how an omnichannel approach can help them every step of the way., 1. Researching and consuming content, From the outset, the customer starts looking for solutions, using search engines to find and gather helpful info from experts and thought leaders. With phones never far from reach, mobile engagement is crucial to capturing new customers in their exploratory phase - and locking in their interest., 2. Considering and comparing, Before deciding, the customer weighs their options and debates which brands to trust. While they’re taking in information about your brand and offerings, it’s a critical time to present a solution. For example, 92% of people that Sinch surveyed said they want a chatbot feature to help identify the in-store availability of a product they’re researching online. You can also offer a coupon for that…, 3. Purchasing, It’s decision time. The customer gives something up (time, money, etc.) to solve their problem and get what they need. Whether they make a final purchase in a physical location, on the web, or in a rich message through a social channel, this phase should offer a standout, convenient experience that meets the customer in the moment of need., 4. Onboarding, Finally, the customer has their solution. Now they need to learn how to use the tool to solve their problem, or they might abandon the journey for a different path. By offering support features like chatbots and live assistants, you can make sure customers are supported throughout the purchasing experience and set them up with clear expectations for what will come next., 5. Adopting the product, Once you’ve successfully onboarded, it’s time for the customer to get used to the product and adopt it for themselves - this is where checking in is key. Gather customer feedback and continually improve CX by creating opportunities for simple future interactions (and even future purchases)., 6. Returning with loyalty, The satisfied customer goes back to their everyday life with a positive story to share with others. One easy way to naturally build loyalty is by showcasing examples of customer success during the purchase process. If you have case studies or customer stories, share them with new and prospective customers. Keep communication regular, checking in for support opportunities and chances to adopt new…, 3 reasons why your business should focus on the customer journey, The reality is that the more work you put into mapping your journey and making it as frictionless as possible, the more rewards you’ll reap. Here are the three top benefits of focusing on an omnichannel customer journey., 1. Better customer behavior insights, With an omnichannel strategy , a customer journey map gives you an overview of customer behavior and insights that can help improve your business. Take Nissan , for example. By leveraging CRM and personal mobile messaging campaigns for more detailed insights, they boosted engagement by, nearly, 500%, !, 2. Higher customer retention, By focusing on the journey and highlighting areas of improvement, your business can create a unique, engaging CX that increases satisfaction and boosts retention. Customers crave authentic conversations - they build up loyalty that keeps them coming back again and again., 3. Boosted customer value, Omnichannel customers are more valuable to businesses - they’re likely to spend 10% more online versus customers restricted to just one channel. When you look at customers who receive rich multimedia mobile messaging and personalized content, it’s clear that real added customer value is easy to achieve and manage., Mapping a frictionless customer journey, The journey depends on the channels customers use. A true omnichannel journey has a frictionless shift from channel to channel, creating a familiar experience where you’re not in the dark about your customers’ needs., 1. Identify channels, Part of an omnichannel strategy is determining customer preference. Each step should be convenient for customers - not just your business - so aim to connect with people on the platforms they use daily. For example, in-message replies are important to 90% of customers , so two-way chat is crucial in your omnichannel strategy. Sinch can help your business synthesize customer data to identify your…, 2. Lay out the journey, Now that you’ve identified the most important touchpoints for your customers, you need to develop a strategy and meet them there. Consider mapping with a flowchart to visualize the journey for yourself and pinpoint places where communication will be key in moving the journey forward. Do you experience lots of cart abandonment? Finding trouble spots can help you quickly address them and implement…, 3. Strategize communications, Communication is critical to keeping valuable omnichannel customers. For disengaged customers who don’t often use your app, you might need to draw them in with a lucrative marketing offer. Highly engaged customers will seek out their own communication path on their preferred channel. With Sinch, you can manage cross-channel communication that provides more value to users where they expect it., 4. Connect your targets to your goals, To fully capitalize on the knowledge from a connected customer journey, you should connect your journey’s targets and goals. Some questions that help connect those dots include: What metrics are most important to your omnichannel strategy? Do you know your ROI on each channel? What’s your customer's lifetime value? Can you map customer satisfaction over time, and is it improving? This connection…, Customer journey use cases, Customer journeys can be overwhelming. At Sinch, we’re all about keeping things simple. We get that sometimes it’s easier to connect "techy things" to reality for a better picture of their impact on someone’s life. Keep reading for a real-world example of how an omnichannel approach can make a difference., The customers:, Thirty-two-year-old Ryan Patel works in corporate IT and is very tech-savvy. He always has his phone and researches nearly every purchase he makes. Twenty-nine-year-old Angie Patel is pregnant and plans to work until a week before her due date. She needs help keeping track of all the appointments leading up to the big day. Angie is an active social media user and posts on Instagram daily. She’ll…, The brands:, Athena Women’s Care Clinic:, This regional healthcare provider specializes in serving women throughout their pregnancy. It uses groundbreaking treatments, cutting-edge technology, and a human touch to give expectant mothers all the care and attention they need., Bambino baby products:, Millennial parents love this brand’s stylish, sustainable options and its exceptional e-commerce experience. This brand will act as an ally that provides tools for reliable customer service. Let’s dive in and learn how these two brands use omnichannel customer support to help this young couple navigate a massive life change. We’ll use the steps of a customer’s journey to call out omnichannel…, Touchpoint #1: Email marketing automation, Ryan and Angie sign up with Athena Women’s Care and get a welcome email congratulating and encouraging them. Because they filled out a form on sign-up, all the emails in the series that follow are personalized and help guide the couple on what to expect as first-time parents. The right message delivered at the right time helps calm the Patels’ worries about being first-time parents. It also…, Touchpoint #2: Appointment confirmations and reminders, Ryan and Angie opt for appointment confirmations and reminders over MMS when they set up their account with Athena. These multimedia reminders prove helpful in balancing busy schedules with the demands of pregnancy. Plus, they never miss an appointment and can reschedule if needed. Opting out is always an option if it gets too much, though. Athena Women’s Care offers a birth coaching service for…, Touchpoint #3: Telehealth video calls, Athena has in-app video calling so doctors and specialists can meet patients as safely as possible. It’s a popular way to meet because it fits into busy schedules, reduces costs, and cuts down on no-shows. All Angie has to do is log in to the app and click a button to start the appointment. After their first doctor's appointment, the Patels crossed the threshold into the universe of expectant…, Touchpoint #4: Conversational selling, It's not long before Angie has questions, so she messages Bambino on Instagram about a crib she likes. She then places her first order via Instagram, thanks to conversational commerce . Angie has a positive conversation with the brand via a chatbot . The conversational AI helps with customization, answers her questions, and even cracks a joke. Angie buys some sheets and a changing table that…, Touchpoint #5: Order confirmations and shipping updates, Every time the Patels buy something online, they get a message or an email to confirm. These messages act as receipts and provide helpful tracking information. Ryan also uses SMS to reschedule a few deliveries. Some order tracking emails include real-time shipping updates; others ask for satisfaction ratings or reviews. Sometimes, brands will bring challenges. In fact, customer frustration is the…, Touchpoint #6: Customer service chats, First, Ryan contacts the Bambino chatbot on WhatsApp for help. But he’s still confused, so the bot transfers him to a live support agent. Now, Ryan can have a two-way conversation with a human being; he can send pictures and get help. The Bambino agent already has Ryan’s purchase history and can see the chatbot conversation because it’s all integrated into a CPaaS platform. No time gets wasted…, Touchpoint #7: FAQ and beyond, Athena Women’s Care has a chatbot to answer common pregnancy questions. They found it helps cut call volume while still giving patients trustworthy and timely information. Angie learns the answers to her pressing questions; if she’d had a more complex question, the AI in the chatbot knows when it’s time to transfer her to a live healthcare professional for help. If that happens, the healthcare…, Touchpoint #8: Password resets and verifications, Angie requests a password reset in the app and can choose to get a one-time passcode via SMS or a flash call on her Android smartphone to verify her identity. With the former, she’ll have to enter it into the app manually, and with the latter, a quick call to her phone will allow her to get access seamlessly. Not only is the experience painless, but it also builds trust in the brand. Angie knows…, Touchpoint #9: Email nurturing, Once Athena Women’s Care gets the update about Angie’s pregnancy, they include the Patels in a new tailored subscribers segment. Now, the Patels get personalized emails on giving birth to twins. It also connects them to a local parent support network for parents of multiples. Of course, the Patels will need to do more online shopping now. Some of their new baby products, like the stroller, won’t…, Touchpoint #10: Returns, exchanges, and repeat purchases, Ryan goes to his email inbox to find and print return labels for products still in boxes. For things he’s already put together, Ryan finds the order confirmation email, clicks on the embedded “click to WhatsApp” button, and starts a conversation with a customer service representative at Bambino via WhatsApp. Angie prefers SMS for customer communications, and with an omnichannel strategy, that can…, Touchpoint #11: The final communications, The couple meets with Angie’s doctor and birth coach on a video call to discuss the birth plan. They discuss everything from pain medication to the lighting in the room during delivery. Because this call happens on the clinic’s platform, sensitive medical information is 100% protected. Since the Patels have a scheduled delivery, Athena Women’s Care sends a few reminders ahead of the big day.…, Create better customer experience strategies with the right omnichannel tools, Every customer journey has a beginning - do you know where yours is? Download the full Omnichannel Hero’s Journey PDF completely free (we won’t even ask for your email address!) to find out more about creating better marketing strategies, plus more insights on: Building a top-class customer journey Using a B2B omnichannel strategy Boosting the customer experience Starting out with omnichannel…Type: Blog Article
- Type: Glossary Term