Type: Glossary Term
Build your global presence with international phone numbers , Find out how deeper country coverage supports your business growth , Enterprises and service providers planning to expand into new countries face a myriad of challenges, including launching services in new markets, meeting regulatory requirements, and understanding tax laws. However, expanding communications services does not need to be another headache you face as your company grows. Our chief information officer, Brett Scorza, recently entered the “Hot Seat”…, Should Your Company Go Global? , The advantages for any company to expand around the world are countless. Global phone numbers make it easy for businesses to build an international presence and provide key benefits such as, reaching new markets and customers, boosting brand credibility and reputation, diversifying into other areas, and supporting a distributed workforce. And thanks to advances in digital technology and logistics…, Enterprise companies , We make it a breeze for enterprises to establish an offshore satellite office or support remote employees outside the U.S. as you can easily obtain global phone numbers on demand from a single portal to support inbound and outbound calling with emergency services (where available). You can use our existing voice APIs to order and manage inventory, plus effortlessly port existing numbers to our…, CPaaS, UCaaS, contact centers, conferencing and call analytics/metrics providers , Contact centers can use national local numbers to receive inbound calls in the country where their customers live, which improves the company’s brand as they appear more established and reputable. Global phone numbers enable call analytics/metric providers to extend their reach to new customers in different countries. Companies who provide conferencing and collaboration services can simplify…, Channel partners – resellers and sales agents targeting enterprise and mid-market companies , Resellers such as managed service providers (MSPs) and value-added resellers (VARs) only need to automate once through our rich API with supports both domestic and global voice services in many countries. Resellers or sales agent customers can enable pass-through automation via minimal coding to a single API, supporting inbound and outbound calling with local national telephone numbers in many…, We take a compliance-first approach to global expansion , Sinch’s entry into a new country begins with an in-depth understanding of tax laws, regulatory and reporting requirements, data privacy laws, and number allocation policies. We take a hands-on approach to understand and deliver a fully compliant service which ensures service quality and sustainability. Our compliance-first approach ensures our services and global numbers are always available…, Global services provide the top-tier quality you expect , Through one connection, we give you global reach for current and future services — everything you need to create a transformative communication experience is now in one place. A secure reliable network foundation is key. Investing in strong networking interconnection and routing capabilities is critical to establishing a foundation for growth. Our hard-earned 99.999% uptime gives you confidence…, Sinch will have coverage in 50 countries by year’s end , As Sinch continues our worldwide expansion initiatives to provide unparalleled global voice services, we're excited to announce new coverage in Israel, Vietnam, Ecuador, and El Salvador. Global and toll-free numbers are available for inbound and 2-way calling plus emergency services (where available) in 25 countries including Europe, Asia, the Middle East, Africa, and Latin America. Further…, Are you ready to expand your global presence? , We can help you with your global expansion and guarantee quality of service. Ask us for more information about our bold and complaint-first global strategy, and how it will give you worldwide reach and successfully support your business needs and growth.
Type: Blog Article
We’ve been working our magic to bring you another tutorial! If you caught our recent blog post – Time for WhatsApp Business , you’ll know all about our work with WhatsApp API and how we’re helping to bring this new conversation channel to market. Because we’re so excited we’ve put a new tutorial together, so you can try the WhatsApp API out for yourself in our sandbox environment. Just a quick…
Type: Blog Article
When the team at Budbee decided to revolutionize the way packages were delivered to customers, they knew SMS would be a key part of it. Find out why Budbee, with 30 million customers in 4 countries so far, chose Sinch to provide those texts., Challenge: Delivering the perfect package, For home delivery upriser Budbee , the customer experience has always been front and center. Since 2016 the company has strived to make e-commerce deliveries happen where, when, and how buyers want. “Other delivery services in the market were primarily for B2B deliveries. Home deliveries were offered in the daytime, when people were at work, and not very consumer-friendly in terms of tracking…, Solution: SMS: a zero-friction solution, “When a consumer is presented with Budbee as a delivery option, we wanted zero friction in terms of being a first-time user,” Axel Möller, CTO of Budbee, explains. And what does every customer have? A mobile phone – and thus, access to SMS. “SMS has been a vital part of our service since day one, it’s considered more personal than email or a push notification. By implementing SMS, customers get…, Results: Great quality, great price, , Of course, with that many SMS sent per order, Budbee needed a supplier that could deliver reliable SMS while keeping costs down. The team heard about Sinch via word-of-mouth, from other satisfied partners – and quickly decided it was the right fit. “We did look into alternative SMS providers, but they haven’t performed as well. Sinch was able to give us great quality for a reasonable price…
Type: Customer Story
Couldn’t make it to our speaking session at this year’s Enterprise Connect? Not a problem! We’ve gathered all the main highlights of this inspiring discussion between our CEO Oscar Werner, Ed O'Hara, President of Sinch Voice, Will Conway, President of Sinch Developer and Email, and Courtney Munroe, Vice President of Worldwide Telecommunications Research at IDC. So what’s it all about? Well,…, Agile business communications: the next step of your digital transformation , As stated by IDC’s VP of Research Courtney Munroe at the opening of our speaking session: the concept of digital transformation might sound like a thing of the past. But does the process ever end? What’s next? No matter how far they’ve come in their digital transformation journey, businesses need to make sure they’re managing their digital infrastructure in an agile and innovative way that…, CPaaS and the new era of customer engagement , Long gone are the days when people were OK choosing between holding in a call center queue forever or emailing customer support and waiting days to get questions answered. Fortunately, gone too are the days when businesses had to spend a lot of time, effort, and money creating and evolving complex legacy communications infrastructure or stitching together countless solutions to accommodate…, The key things to look out for when choosing a CPaaS provider , Of course, with such dizzying growth, there are now countless providers on the market - or are there? How do you find a reliable CPaaS partner? As explained by Courtney Munroe at Enterprise Connect, when it comes to CPaaS, experience is of the essence, as are a global network and direct connections with mobile operators worldwide. Why? Because this is what ensures that communications happen –…, Your gateway to seamless omnichannel engagement , During this session, our CEO Oscar Werner talked about Sinch’s vision of “making every business interaction easy to help enterprises reach their goals, whatever they may be.” How do we do that? By building the best CPaaS in the world, no less! “Our technology touches every single mobile phone on the planet on average 17 times a year,” Oscar Werner explained. Sinch was already #1 in mobile…
Type: Blog Article
Let's talk about faxing , Remember the days of standing by a fax machine, waiting for a document to slowly transmit? Those days are long gone, thanks to the rise of fax API. This digital solution is changing the game, making faxing faster, more efficient, and cost-effective. But how does it stack up against traditional faxing? Let's dive in. , The hang-ups of traditional faxing , Traditional faxing has its charm, but it also comes with a few drawbacks: The cost of doing business Running a traditional fax machine isn't cheap. You've got to shell out for the machine itself, not to mention the ongoing costs of paper, ink, and phone lines. It all adds up. According to a report by Verified Market Research , these costs can be significantly reduced with online fax services. …, Enter fax API , Fax API is shaking things up in the world of faxing. Here's why it's a game-changer: Convenience No more waiting by the office fax machine! Incoming faxes are available in your email inbox and outgoing faxes can be uploaded electronically with the click of a mouse from your computer. Fewer resources needed With fax API, there's no need for a physical fax machine taking up space in your office…, Real-world impact: Spruce Health , Don't just take our word for it. Spruce Health , a leading provider of communication solutions for healthcare providers, made the switch to fax API and hasn't looked back. The challenge Spruce Health needed a secure and efficient way to send and receive faxes that followed HIPAA regulations. Traditional faxing wasn't cutting it. The solution Sinch Fax API to the rescue! Spruce Health was able…, The future of faxing , According to a report by MarketWatch , the fax market is on the rise, and fax API is leading the charge. As more businesses see the benefits of this digital solution, we expect to see it become the new norm. Wrapping up When it comes to faxing, fax API is the clear winner. It's more efficient, cost-effective, and integrates seamlessly with digital systems. If your business is still stuck in the…
Type: Blog Article
It used to be true that business messaging wasn’t really an option, and companies were often hard to reach. Now, customers expect immediate and interactive communication - and businesses are expected to catch up or get left behind. A solid business messaging strategy puts enterprises right where they need to be to best engage with their core customers. If your first thought reading this is, “Wow…, Business messaging 101, Business messaging is how businesses engage and respond to their customers across channels. Modern business messaging means being everywhere your customer is . Companies need to be responsive, relevant, and helpful to meet the needs of consumers today. They should look to be “always on”, bumping up the convenience factor for customers who may have a request outside of normal business hours -…, The power of business messaging, It isn’t just customers driving the discussion around business messaging practices - top industry leaders in customer support are in on the conversation, too. Almost 7 in 10 of those leaders recognize personalization in messaging-based customer support as the top driver of strong customer relationships. But what specific benefits can companies expect by upgrading messaging strategies? For…, 5 Best practices for better customer conversations, The secret to getting the most out of a strong business messaging strategy is to put the customer’s needs first. Luckily, this is the secret to just about every other communication blueprint in business. Here are the five best practices to boost the value for both parties in customer conversations., 1. Mind business messaging guidelines, First and foremost, compliance is key to any business messaging strategy. Short code campaigns depend on organizations like the Cellular Telephone Industries Association (CTIA) to advocate for legislation that regulates mobile messaging. 10DLC carriers have their own set of regulations to comply with so brand messages aren’t filtered as spam, and brands need to register with those carriers to…, 2. Go value first, ask later, Don’t spam your users with sales texts! Prioritizing customer service first and sales second can help strengthen users’ trust in a brand and increase the chance that they become repeat customers - or even brand ambassadors. Customers are already weary of suspicious messages that attempt to extract their personal information. Companies must be smart to avoid falling into the never-opened-message…, 3. Be consistent and personal, Businesses should look beyond simply avoiding spam messages and should aim to be as personal as possible. Customers who want businesses to talk with them like they do with their friends won’t settle for impersonal and hollow messaging. They expect businesses to know who exactly they’re talking to. Businesses can use omnichannel messaging to expand their customer knowledge and cater more…, 4. Consider your customers’ time zones , Speaking of specificity and personalization, it doesn’t get less personalized than a business sending a customer a 3 a.m. text on a weeknight. Part of understanding a customer is knowing where they live - and that includes their time zone, too. A well-timed message can increase customer engagement while one that's poorly timed can do the opposite, or even cause customers to try another company…, 5. Pick the right channels, Lastly, knowing which channels your users prefer is key to getting through to them. Some may prefer email over messaging, while others expect a chatbot or voice call to walk them through an inquiry. Businesses need to know what markets and demographics their target audience is part of - and there may be several. Consider your customers’ needs and channels: Pricing Customer support User features…, Examples of when to use business messaging, There are plenty of ways that business messaging can level up customer outreach and engagement., Setting up appointments or reminding about events, Use business messaging to engage with customers about scheduling appointments and make sure they follow through with those plans by gently nudging them with a personalized note. Integrate with the customer’s calendar or email to remind them about events that they’ve RSVP’d to or showed interest in., Sending notifications, Did you receive a new order from a customer or introduce an update that they’d be curious about? Send them a personalized notification about the item they ordered or regarding the update. , Streamlined marketing, Customers now expect synchronized communication from their most trusted brands. It turns out that streamlining across multiple channels is easy, with Sinch helping you send the right message to the right person at the right time via the right channels., Converting prospects into customers, Speaking of sending messages via the right channels, effective business messaging helps convert customers when the time is right. When brands use tools like conversational AI , customers respond well. In fact, these tools have been shown to increase conversions by 30%–50% in retail and e-commerce businesses., Promoting community on social media, One prime example of customer engagement that indicates high interest in your brand is social media interaction, like commenting on a brand’s posts. Meet those customers where they are and keep the conversation going via their favorite social channel., Personalizing customer support, Continue to look for insights on customer behavior. What are they most and least satisfied with regarding your products? Have they left any reviews detailing specific problems? Do they follow your company’s social media accounts? Don’t overlook these details as you look to offer support - these personalizations can drive trust and loyalty over time., Meet your customers where they are with Sinch, We no longer live in a world where businesses must wait for customers to find them - the tables have turned. With Sinch, you can go where your customers are and market to them strategically based on insights you gather from messaging channels. To learn about different channels where businesses can reach their customer base, check out Sinch’s Channel Guide for more information.
Type: Blog Article
LAS VEGAS and STOCKHOLM, Sweden – MARCH 21, 2023 –, Sinch, which powers meaningful conversations between businesses and their customers through its Customer Communications Cloud, today announced it has been named 2023 Adobe Digital Experience Technology Partner of the Year—Customer Journeys. Adobe’s Digital Experience partner awards honor companies that have made leading contributions to Adobe’s business and have had a significant impact on…
Type: News Article
Did you know that banking has been around since the days of Ancient Rome? Today, thanks to advancements in financial services technology , customers enjoy more convenience than any Roman emperor ever did. So why should banking customer service remain stuck in ancient times? While the banking industry has made services accessible worldwide, the customer experience (CX) has a long way to go.…, But thanks to conversational banking solutions, banks can automate processes and offer convenient digital experiences so they can focus on delivering seamless personalized services to their customers., In this guide, we’ll go through everything you need to know about conversational banking in 2024: What it is, how it works with the evolving role of AI, and its potential to cultivate loyal, life-long customers. , What is conversational banking?, Conversational banking is a form of digital banking that empowers banks and customers to interact in real time through text messaging, voice, mobile apps, and websites. When done well, it means customers get both a convenient and more rewarding service experience. And their banks are able to learn more about their customers’ needs to offer them personalized solutions. Illustration showing how…, Benefits of conversational banking, Investing in smart, scalable customer engagement solutions to enable conversational banking pays off in many ways, from the moment of implementation and well into the future. Here are some major benefits a bank can expect from conversational banking: , Customer retention and loyalty, Banking may be the most striking example of how technology has transformed customer convenience in the 21st century. Transactions that once took days or weeks now can be done instantly with just a click. And when it comes to interactions with their banks, customers no longer want to have to go in to access information or resolve queries., They want to get this information on channels they’re already familiar with, – in fact, our research suggests that 89% of consumers want two-way conversations via messaging channels and apps. Banks that are accommodating these choices are winning the battle of customer loyalty. , Increased revenue and customer lifetime value (CLV), Customers with more options to interact with their banks through conversational channels like SMS, online chat, and social messaging apps, not only get more value but also are likely to engage more frequently. These customers naturally enter into prosperous long-term relationships with their banks. The convenience of two-way omnichannel communications pays dividends to financial institutions…, And you’ll get additional opportunities to drive revenue with proactive customer engagements that get loyal customers excited about investing even more with you., This isn’t a little bump in revenue we’re talking about – it’s scaled revenue growth over time, along with higher CLV! , Lower operating costs, Right now, you might be asking how it’s possible to provide amazing service and support to customers on more digital channels without increasing costs. The answer lies in conversational banking solutions that help your organization work smarter, not harder. These conversational banking technologies do more than improve the experience on the customer’s end – they help banks cut costs by:, Better allocating people resources:, AI chatbots can answer common questions or lead customers to the right self-service content for a majority of support queries, freeing up live agents to respond faster to more complex issues. , Giving support representatives more information to resolve customer issues faster:, With a full history of interactions, no call ever has to start from scratch. , Improving account access and security:, Mobile verification solutions not only help remove friction for customers trying to access their financial accounts remotely and minimize the need for customer support, but also keep customers’ sensitive data secure. , Reducing fraud:, Two-factor SMS authentication and mobile text alerts protect you and your customers from fraud, notifying them immediately of suspicious activity so they can take action, anywhere, anytime. , Accelerated innovation, Customers are more likely to respond when banks make communication as convenient, relevant, and accessible as possible. And with more customer interactions, financial institutions can analyze a lot more data to: Study and better understand customers’ financial habits, goals, and preferences. Deliver the most relevant advice that builds lasting, trusting relationships. Develop new products and…, The role of conversational AI in banking, Conversational AI can help banks, FinTechs, and other financial institutions offer instant support to customers at any time with interfaces like chatbots and voice assistants. And because these interfaces use generative AI to actually reply to customers that ask questions about their account or transactions, they can contribute to greater customer satisfaction and engagement. Here’s where…, Omnichannel support, Let’s go through an all-too-familiar scenario: Your bank goes the extra mile by carefully selecting a sophisticated conversational chatbot and integrating it into your mobile app. However, you soon notice that very few customers are using it. The reason? The chatbot isn’t integrated into the channels your customers commonly use. Now, picture this AI-powered chatbot seamlessly blending into your…, Ease of contact, Using AI in conversational banking can make a bank easier to contact on all the channels its customers already use. That means that whether your customer wants to reach out to your bank about their account balance on WhatsApp, Facebook Messenger, or even SMS, a banking chatbot can be available to help them with this routine transaction immediately. This not only provides an excellent experience…, positions your bank as one that prioritizes convenience and customer service, no matter the inquiry. , , Multilingual support, Conversational AI-powered chatbots can help provide support in many different languages, implying a better customer journey because customers can interact in their preferred language of choice, on their preferred channels of choice. It’s a win-win: Your customers feel valued, and your bank strengthens its global reach and commitment to inclusivity. , Faster response times, Conversational AI in banking frees up precious time for customer service representatives to spend on high-priority or complex inquiries. And an even better perk?, When they connect to conversational messaging channels , conversational AI chatbots can also give customers a faster time to resolution., This means that rather than having to wait for a representative to dive into a CRM and knowledge base to decipher the right answer, banking chatbots provide instant, automated responses to frequently asked questions. So, whether your customers are asking questions on WhatsApp, SMS, or other digital channels, they’ll experience faster resolutions to their queries., Conversational banking use cases, So far, we’ve spoken plenty about the wonders of conversational banking. But instead of taking our word for it, take a look at these real-life examples that show how financial institutions have adapted to meet their customers’ evolving needs. , Personalized banking services - FirstBank, FirstBank started out in the 1960s as a traditional in-person bank. In the new millennium, their challenge was keeping customers up to date and engaged. They started using Sinch SMS to send personalized text notifications and alerts to their customers. The results speak for themselves: FirstBank now sends its customers nearly 3.5 million text and email alerts per month, including: Account,…, 60% of their online banking customers, are signed up to receive monthly alerts, strengthening its position as a forward-thinking financial institution. , Loan assistance and claim filing - Belfius, If you ask any Belgian citizen which bank they use, there’s a one in three chance they’ll say Belfius. As one of the most trusted integrated banks in the country, Belfius offers a wide range of insurance products, in addition to its core banking business, and serves over 1.4 million customers through its mobile app. Belfius wanted to find a way to simplify its insurance claims process while…, 5,000 questions monthly. , , Automated customer service - Argenta Group, The Argenta Group in Belgium is famous for its excellent customer service – but by global standards, it struggled with relatively low customer satisfaction (CSAT) rates for the banking industry. With the 23-person customer service team receiving more than 20,000 messages per month, maintaining high service levels was a challenge. Not only were they overloaded, but they were wasting valuable time…, Fraud prevention - Nets, Nets, a major payment processor in Europe, handles millions of daily credit card transactions daily, while also managing security and fraud prevention for more than 700,000 merchant outlets and 250 banks. They place paramount importance on security and convenience, meaning their anti-fraud offerings need to swiftly verify transaction details, ensure funds are available, and perform anti-fraud…, Member support - Nationwide, Nationwide , one of the UK’s largest banks serving over 15 million members, went above and beyond to support its customers during the COVID-19 pandemic. How did they do it? Nationwide reached out to their customers with rich messaging, offering payment holidays to those facing financial difficulties, allowing them to temporarily pause mortgage and loan payments. And after this payment holiday…, Engagement and click-through rates quadrupled compared to the industry average., How to develop a conversational banking experience, Now that you’ve seen conversational banking in action, here are the steps you can take (and tools you can use) to transform your customers’ experiences. , Understand your customer journey and add value, Conversational banking is all about convenience. So you can provide the best customer experience, it’s important to first look at the customer’s entire journey. To find where you can add value for your customers, you can start by: Identifying all customer touchpoints with your business Anticipating when and where customers are most likely to need support Evaluating potential areas for…, Open new channels to increase customer touchpoints, While many people may opt in for push notifications , they’re not always the best option when customers want to use conversational channels. And with the growing complexity of banking products and the increasing involvement of non-financial services providers like Apple competitors, it’s now more important than ever to communicate information beyond SMS or push notifications. , That’s where conversational messaging channels like WhatsApp, Viber, or Line can come in to connect and engage your customers with visual, interactive banking experiences., Those are the kind of experiences your customers want – so it’s up to you to give them this if you want them to stay loyal. To get started, select the messaging channels that align with your customer base, taking into account that different platforms will work for different demographics. And don’t forget that while conversational messaging channels are great tool to have in your toolbox, many of…, Use distinct mobile verification methods for different parts of the customer journey, It goes without saying that trust is critical when dealing with people’s finances. Customers are happier knowing that their money and personal data are safe, and they want the ability to take action if there’s even a small chance that it’s not. And customer retention and security go hand-in-hand – especially when it comes to fraud. With emerging banks and FinTechs offering more and more services…, Different verification methods should come into play at different stages of a customer’s banking journey to enhance their experience., For example, two-way messaging on different messaging channels like WhatsApp, RCS , or SMS can help banks take proactive measures against potential fraud and enables immediate customer response. However, using verification tools like voice or data verification for new account registrations can simplify and expedite the onboarding process. Using quick, easy mobile verification methods will go a…, Enable efficient automation, Modern financial institutions are dealing with both the challenge of catering to diverse customer needs and preferences, as well as streamlining operations. How are they doing it? Well, the ones that are doing it well are turning to automation, like chatbots, to make life simpler. With automation, banks can simplify routine tasks so that customer service teams can focus on higher priority ones.…, AI can make that happen in a flash., Integrating conversational messaging during and after new customer onboarding also sets the standard for unparalleled convenience. Imagine a customer is looking at applying for a mortgage or at taking out a new loan: They might be comfortable getting brief guidance from a chatbot or FAQ section, but they will likely be more comfortable asking complex questions or making big decisions with a…, Seek customer feedback, You’ve done the heavy lifting by developing the cornerstones of your conversational banking experience. To build on that foundation: Follow up with customer satisfaction (CSAT) surveys to learn more about their experiences. Pro tip: Try using your new conversational channels to get feedback! See where you can resolve customer issues more efficiently and identify areas to improve. Reward your…, It’s time to talk about the technology, The key to implementing conversational banking is choosing the right communications platforms and AI solutions to make the magic happen, and we’ve touched on a few of them already. But with every digital transformation as unique as an individual customer’s journey, there’s not exactly a one-size-fits-all CX tech stack. CPaaS providers and Conversational AI can give you everything you need to…, Want to dive deeper? Explore Sinch’s leading, customer engagement solutions for financial services, or download our complete guide to financial services communications below. ,
Type: Blog Article
Type: Webinar