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Back in 2013, Doctolib aimed to transform healthcare, one of the largest but least digitized sectors in France. Ten years later, they have a whopping 80 million users across France, Germany and Italy, and is the fastest growing e-health service in Europe. But that didn’t happen overnight, and achieving it meant making the whole process smooth and convenient for everyone. , Challenge: Connecting doctors and patients effortlessly , In France, health professionals are often burdened by administrative tasks like managing appointments, documentation, and paperwork, taking away valuable time that could be spent on patient care. Understanding the opportunity to make a drastic impact on the healthcare industry, Doctolib offered a vision to digitize the process to seamlessly connect medical professionals and patients. For doctors…, Solution: Compliant SMS for relevant, timely updates , The Doctolib team searched for a service provider that would provide timely updates through SMS while maintaining strict compliance with data privacy and GDPR regulations, ensuring the security and confidentiality of patient information during all communication. “Our main concern was data privacy, and our obligation was to have a GDPR-compliant provider that had all its servers located in Europe…, , Results: Greater reach and an enhanced patient experience , When it comes to excellent patient care, Doctolib knows that keeping patients and doctors connected is vital. And now, they’re sending SMS messages that have a 97% delivery rate, and 95% of messages have a latency of less than one second. This has helped Doctolib create healthcare experiences that are not only efficient but highly secure and user-friendly. “Sinch is a reliable partner when it…
Type: Customer Story
For over 17 years, Parfym.se has been a pioneer in the online beauty retail industry in the Nordics. With a commitment to delivering exceptional customer service and unforgettable experiences, Parfym.se has become a trusted name among beauty enthusiasts. As their business and industry evolved, Parfym.se recognized the need for innovative, two-way communication with customers beyond traditional…, Challenge: Reaching shoppers quickly, and with precision , Parfym.se has been using traditional SMS to communicate with customers for a very long time. However, it wasn’t until they met with Sinch that they truly began to understand the potential of SMS as a channel. “SMS itself is not a problem,” said Ehsan Ghaffari, COO and CTO at Parfym.se. “But once we met [with Sinch], we realized that there was so much more to SMS that could be done that we didn’t…, Solution: Using Rich SMS for segmented, personalized campaigns , Parfym.se found an ideal partner in Sinch for their SMS and rich messaging campaigns. And for a busy retailer planning for Black Friday campaigns, the Parfym.se team found the platform itself easy to use to get campaigns off the ground. “The thing with Sinch campaigns and Rich SMS is that it’s the middle layer where we can create a landing page that we can design,” said Ehsan. “It’s really user-…, Results: Amplified engagement and remarkable ROI , Armed with Rich SMS at their disposal, the Parfym.se team now uses this channel to cut through the noise of promotions, captivating customers with relevant and personalized offers. While emails often get overlooked in the daily hustle and bustle, SMS alerts are timely, immediate, and have higher open rates. “When [a customer] receives an SMS, the open rate is 90% or above. And this can be…
Type: Customer Story
Challenge: supporting young travelers across Europe, DiscoverEU is an initiative led by the European Commission (EC) that helps 18-year-old EU citizens discover Europe by train. Many are inexperienced, first-time travelers who sometimes need immediate help if they've missed a train, had a schedule change, etc. Supporting these travelers is costly, and staffing a large team of agents outside traditional office hours and across different time zones…, Solution: a real-time bot with live agent hand-off, To guarantee affordable, real-time support for young travelers, the European Commission worked with Sinch to develop a chatbot to answer the most commonly asked questions. With the implementation partner Campfire the European Commission created and launched the chatbot based on the AI product Chatlayer by Sinch . Campire supported here with its team of conversational designers, Natural…, Results: 24/7/365 support across Europe, The chatbot surpassed even the best expectations. In the first month alone, it solved 700+ questions and handed over around 150 questions to a live support agent. The chatbot now answers more than 80% of incoming requests, 24 hours a day, seven days a week, all year round.
Type: Customer Story
Network downtime is an operational nightmare for any business and directly hits the bottom line. Network diversity is a rigorous solution for all organizations aiming to safeguard against service interruptions and ensure continuous communication is available., The real cost of network downtime, One survey uncovered the average cost per hour of enterprise service downtime ranges from $50,000 to $5 million, with 25% of organizations indicating $300,000 to $400,000 in hourly costs from downtime. While this survey considers all IT (Information Technology) services, if your teams can’t communicate, the fiscal impact on your organization will be significant., True network diversity: A multifaceted solution, How can you minimize these costs and ensure telecom services remain available? Network diversity is rapidly becoming the answer for many businesses. Network diversity allows organizations to minimize or mitigate the effects of any downtime throughout the network and is chiefly concerned with ensuring the continuity of telecommunications. Service downtime can be caused by multiple events from a…, Carrier clarity: Unraveling telecom misconceptions, What exactly is a carrier? In the world of telecom, terms like carrier, telco, telecommunications, or telecom service provider are generic or catch-all phrases and are frequently used interchangeably for entities providing any type of telecommunications service. Services from a carrier often include mobile, voice, and data as their primary line of business to consumers, enterprises, governments,…, Your defense against downtime: Core network diversification strategies, Let’s dive into core network diversification strategies, each a shield against potential disruptions, ensuring your business sails smoothly through stormy weather., 1. Last-mile diversity, Last-mile diversity is about ensuring the local loops of two circuits being delivered to the exact location are routed through two separate network facilities. This way should an outage occur at one of these facilities, traffic can simply route through another facility and keep services operational, likely without any interruption impacting users. Key considerations for IT or network managers: Do…, 2. Power redundancy, Network services rely on the local power grid, making power outages a common cause of network downtime. Implementing backup batteries and on-premises generators is a reliable way to improve resilience to power outages and allow the carrier to implement other strategies should the power remain down for an extended period. Like other network diversity strategies, the end-user may never know the…, 3. Access diversity, Access diversification creates backup for the local access circuits, connecting you to the service provider’s central hub, ensuring you are not relying solely on one route to a local access circuit. Key considerations for IT or network managers: Has your carrier ensured your offices have multiple routes to reach local access circuits? How quickly can the provider service these circuits if they…, 4. Entrance diversity, Network diversity strategies aren’t always about what happens outside of your building but often how your facilities connect to the network. Entrance diversity is concerned with your on-premises access to the network circuit. If you rely solely on one entrance method, you may experience downtime at the entire location. The telecommunications service obligations (TSO) call for ensuring multiple…, 5. IP (Internet Protocol) diversity, IP addresses are allocated in blocks to different service providers. As such, IP diversity provides you with IP addresses from different blocks and providers. This strategy results in a second option for routing Internet services if a circuit goes down. IP addresses can be updated to leverage another network instead of porting numbers or otherwise switching to another carrier entirely. Key…, 6. Point of presence (POP) diversity, Circuits originating from different points of presence (POPs) add a layer of network diversity and protection against downtime by providing different routes to the building. For example, if one goes down, a network with POP diversity can route traffic through another POP. Additionally, it’s common for diverse POPs to have different physical routes to the building, which are at least partially…, 7. Route diversity, This type of diversity focuses on network architecture, ensuring a customer’s traffic takes two or more separate paths from origination to destination. Route diversity is often used for private line services, which receive additional engineering attention to ensure uptime. Key considerations for IT or network managers: Do you have the internal expertise required to make this possible? Do you have…, 8. Transport diversity, Transport diversity provides alternative transmission paths in the connection's network core or cross-market section. This type of network diversity takes a high-level view of network transmissions and finds opportunities to create redundant paths in the event of an outage anywhere in the network. Key considerations for IT or network managers: Do you have a solid understanding of how traffic…, 9. Cable path diversity, Your building receives internet and telecom services through cables entering your building. Cable path diversity calls for separate runs of CAT 5, 6, and 7 or fiber optic cables, often in combinations, entering the building using different conduits than the primary cable entrance. This type of diversity is like entrance diversity, with a stronger focus on several types of cables. Key…, 10. Data center diversity, Routing identical data streams to geographically separate data centers creates a level of redundancy for duplicate processing and storage. Should one data center experience an outage, alternative data centers are ready to take over with no or minimal end-user disruption. Key considerations for IT or network managers: Do you know which data centers your network relies on? How would a single data…, 11. Equipment diversity, Like entrance and cable diversity, equipment diversity is another strategy focusing on the on-premises connection. Switches and hardware for a secondary or tertiary connection are housed in a separate closet or another building from the primary connection. Key considerations for IT or network managers: Do you have records of the various equipment your business relies on? What would happen if any…, 12. Riser diversity, Riser diversity calls for running secondary or tertiary fiber and cable lines inside the building to the server racks in a separate duct as the primary service connection. This strategy is similar to cable path and entrance diversity but focuses on how lines run throughout the facility. Separating these connections ensures scenarios like flooding or a rodent chewing through cables do not affect…, Partner with Sinch for true network diversity, Carrier diversity is mistakenly considered an effective option to keep your communications operational. Yet, you start to see the problems with this strategy when considering how long porting enterprise numbers will take, and many carriers are using the same infrastructure. Instead of taking on a new monthly expense, effective network diversity is achieved by choosing the right carrier. The right…
Type: Blog Article
The countdown has begun – Black Friday, the most anticipated day in retail, is almost here. During Cyber Week 2022 , we saw just how important SMS is for retail communications. In fact, at Sinch we saw a 30% increase in SMS traffic from brands during this crucial period, with the number of SMS sent doubling in over 50 countries. As we get closer to Black Friday 2023, our expectations for…, Principles for using SMS during Black Friday, There are a few essential points to consider for any retail enterprise looking to successfully use messaging to communicate with their customers around Black Friday. Here are a few things we recommend for planning a great holiday marketing campaign. , Know your audience, Truly knowing your audience involves not only spelling their names right and sending timezone-sensitive messages, but also recognizing that different holidays have different significance for people. Whether you're offering “Christmas” or “holiday” promotions, always take a moment to consider the diverse backgrounds and beliefs of your audience. Understanding these differences shows a genuine…, Consider message frequency, Finding the right message frequency around Black Friday is crucial for maintaining good relationships with your customers. Bombarding customers with an excessive number of messages can quickly lead to annoyance and unsubscribe requests. That’s why we recommend sending a maximum of one to three messages a week to keep people engaged without overwhelming them. If you’re ever in doubt about whether…, Automate messages to keep costs down, There are key transactional messages that need to be sent from e-commerce retailers during Black Friday, like order confirmations, inventory alerts, payment confirmations, and post-purchase feedback requests. SMS is a powerful tool for these purposes – and automating these messages (rather than relying on manual triggers) will save time and ensure that your customers receive the right information…, Automation of routine messages, sent to subscribers along their customer journey will help keep them informed and enhance their overall customer experience with your brand during the critical Black Friday period. , Go omnichannel, SMS is incredibly effective for certain types of Black Friday marketing campaigns , like flash sales, limited-time deals, and exclusive promotions. And there’s no doubting why retailers use SMS messages: They’re delivered immediately, read by 98% of people in the first three minutes, and have an average response rate of just 90 seconds. But realistically, the retailers that get ahead are the…, Working with your SMS provider to achieve Black Friday success, Leading up to and around Black Friday, SMS providers play a key role in enabling effective communication. At Sinch, we recognize the importance of building lasting business-customer relationships during the busiest shopping week of the year. When you’re searching for a messaging partner, it’s critical to find one who offers a few essentials to meet your specific Black Friday needs. , Scalability, Black Friday necessitates timely, efficient communications. That’s why businesses need to look for a messaging provider offering exceptional message deliverability and guaranteed throughput , especially for time-sensitive and critical messages. To avoid unexpected issues during peak sending times, enterprises should look for a provider with a strong history of, successfully managing high-volume message sends, , smart routing capabilities, and direct connections to mobile operators worldwide. At Sinch, our 600+ direct relationships to global network operators are at the core of our business, ensuring there’s no middleman aggregating traffic. We know how important Black Friday is for businesses, so we focus on eliminating unnecessary layers in the process to offer brands the unmatched quality, pricing…, API customization, For a retail enterprise, having a customizable SMS API in place is one of the most beneficial steps to take to get ready for Black Friday. It means that businesses can tailor their messaging campaigns to the unique demands of the day, offering a level of flexibility and control that’s crucial in the frenzy. With a customizable API, businesses can create highly relevant SMS messages that align…, comprehensive APIs, including REST & SMPP, . These providers should also offer fully developed documentation and personalized support to assist you during set-up and through any technical hiccups that might occur in the lead up to Black Friday. This developer-first mentality is key for technical teams in the lead up to the holiday season. Partnering with a provider like Sinch helps ensure your campaigns are correctly synced with other…, Optimized service quality, When we talk about service optimization for SMS and other messaging channels, we’re referring to the configuring and managing of connections and routing in a network. This process is critical to ensure the infrastructure can handle the volume and demands of increased message traffic. As you prepare for Black Friday and other high-demand events, you should be looking for SMS infrastructure…, Security and compliance, Black Friday is a time when businesses interact with an influx of customers, making it essential to prioritize customer data security. You need to make sure that your SMS are being sent securely to protect customer data and ensure legal compliance with GDPR and CCPA., Security and compliance are non-negotiable, as any mishandling of customer data or failure to comply with regulations can lead to severe legal consequences and reputational damage., Equally important is the trust of your customers. McKinsey reports that 87% of people wouldn’t do business with a company if they had concerns about its security practices. That’s why, when it comes to Black Friday messaging, you need to look for a partner that upholds the highest security and compliance standards. Choose a messaging provider who prioritizes compliance with local laws and…, Sinch helps drive Black Friday success, With Black Friday and Cyber Week right around the corner, the partnership between messaging providers and enterprises will take center stage to truly unlock a new era of customer engagement. Together, we’re positioned to create experiences that will resonate with customers worldwide, building stronger connections and trust between businesses and their customers. To learn more about how Sinch can…
Type: Blog Article
Innovative customer engagement strategies are transforming how businesses achieve success. Communications platform as a service (CPaaS) is at the forefront of this evolution, reshaping the customer engagement landscape. CPaaS is a cloud-based solution which seamlessly integrates communication services into business applications. This vital bridge ensures meaningful connections with customers…, Trend #1: The continued growth of O2O, According to research conducted by Marketing Week, 50% of consumers regularly use more than four touchpoints with a brand before purchase. That’s not news, as the omnichannel customer journey has always prioritized a seamless, connected customer experience over all the channels they use . What is news is how customers are adapting the omnichannel experience to shop differently. One such…, Trend #2: Conversational AI would like a word , Conversational AI-powered chatbots can successfully handle up to 70% of frequently asked questions, improving the customer experience in the process. According to data from Uberall, 80% of users find well-designed chatbots helpful. AI chatbots have evolved significantly, now offering enhanced personalization. Gone are the days when chatbots merely answered basic queries. They now excel in the…, Trend #3: Personalized, just for you , Nowadays, customers are bombarded with messages from all channels 24/7. It can be a lot to wade through and is the main cause of “banner blindness”, whereby customers learn to disregard or even gloss over banner ads. The solution, of course, is to leverage data to create a personalized experience. Now, while the concept of personalization is nothing new , the evolution of customer-company…, Future-proof your customer engagement strategy , These key trends and innovations in customer engagement are reshaping the business landscape, with CPaaS solutions taking center stage. Adapting to these trends will be key for businesses looking to drive differentiation and sustainable growth in today’s hyper-competitive environment. The right CPaaS provider will help you deliver consistent, customized experiences, enhance customer satisfaction…
Type: Blog Article
Do you use WhatsApp? How about Facebook Messenger, or WeChat, or Apple iMessage? We’re pretty sure you answered “Yes” – at least to one of these, but probably to several. This is the way we interact with each other – with our friends and family. It’s also the way we want to interact with companies. We’re tired of pushy, dull, one-way communications. Instead, we want to have engaging, two-way…, Are you as eager as we are to get to know MessengerPeople? Check out their website here . A warm welcome to the team at MessengerPeople – #WeAreSinch!
Type: Blog Article
STOCKHOLM, Sweden — November 6th, 2023 —, Sinch, which powers meaningful conversations between businesses and their customers through its Customer Communications Cloud, today announced that it will deliver a digital transformation project for Beyond ONE in the growing Latin American market. Beyond ONE, a digital services provider headquartered in the Middle East, with MVNO operations under the Virgin Mobile brand in LATAM and Middle East…
Type: News Article