Purchasing a car is a huge decision – but it’s not something most people do very often. So, once you’ve made a sale, how do you maintain a strong customer relationship? Nissan, one of the largest car manufacturers in the world, found an innovative solution – in partnership with Sinch and Adobe Campaign. , Challenge: Shifting the mobile marketing strategy , Did you know most people who purchase a new car wait five to seven years before choosing a vehicle? It’s no wonder that many automobile manufacturers struggle with the industry’s lengthy customer life cycle. Nissan Europe had seen decreasing engagement from its customers via traditional communication channels such as email. The company wanted to continue building these relationships, boosting…, Solution: Connecting with customers on their preferred channel , Nissan Europe had already been working with Adobe Campaign for several years. Sinch – an Adobe Campaign partner – was the perfect fit to help Nissan take its mobile messaging to the next level, becoming the first automotive company in Europe to test Rich SMS messaging . Sinch’s platform allowed Nissan to use their existing CRM data to orchestrate personalized campaigns, targeting the right user…, Results: Customer loyalty, suited to each driver , Nissan’s customers clearly appreciated and preferred the new campaigns. How does quadrupled customer engagement sound? What about an 80% conversion rate? After Nissan’s first trial of Rich SMS campaigns with Sinch, the company decided to continue and expand its mobile messaging efforts. , Want to learn more about Adobe Campaign and Sinch? Download a free PDF of Adobe’s case study with Nissan and Sinch here.
Type: Customer Story
Stockholm, Sweden – 21 February 2024, – Sinch AB (publ), which powers meaningful conversations between businesses and their customers through its Customer Communications Cloud, today announced that it has appointed Wendy Johnstone as Executive Vice President APAC and member of the Sinch Global Leadership Team. Wendy brings broad experience and a proven track record of success from more than 25 years in the technology and SaaS sectors…, For further information, please contact, Ola Elmeland Investor Relations Director Mobile: +46 721 43 34 59 E-mail: [email protected] Type: News Article
Customer experience is everything, especially in the hyper-competitive banking industry where it plays a central role in attracting and retaining customers. But how can you create experiences that are relevant, valuable, and secure enough to win new banking customers? Our research has shown that 53% of customers say they’re frustrated when they can’t reply to a mobile message – meaning they’re…, What is excellent customer service in banking?, Excellent customer service in banking is the art of delivering personalized financial solutions and support that not only meet but exceed customer expectations. It's the cornerstone of building trust and staying competitive in an increasingly dynamic marketplace. According to a 2023 Bain & Company study, a bank’s ability to personalize directly influences its customer loyalty score. This…, Autonomy, : Where customers have insights into and control over their experiences to help them make better decisions and act on urgent information that affects their finances. , Proactive engagement, : The ability to solve problems before they even pop up through real-time conversations. , Trust, : Customers will be willing to embrace new digital experiences when they believe that their best interests are protected and that their data is secure. , Security, : This includes using digital verification tools like two-factor authentication , identity badges, and video calling. , Seamless interactions, : Getting instant, automated answers to common questions while having an easy way to switch to a human conversation. Let's take a look at some real-life examples of these approaches that you can learn from right now. , 5 examples of good customer service in banking, Are you ready to take your customer service experience from good to great, but you’re not sure how? These five examples of good customer service in banking and financial services will show you what works, and why it works. Get inspired! , 1. Nationwide shows its customers it cares with rich messaging, Nationwide Building Society is one of the largest banks in the UK, with over 15 million members. During the pandemic, Nationwide wanted to show it cared about its customers and was there to support them during these hard times. How they achieved it: Nationwide Building Society demonstrated its commitment to exceptional customer service by proactively supporting customers with rich messaging…, The outcome? Quadrupled engagement and click-through rates compared to industry average., Quote of how Nationwide improved customer service with rich messaging Nationwide improved customer service with rich messaging. , 2. Belfius simplifies the process of filing insurance claims with a chatbot, Belfius , one of the largest banks in Belgium, wanted to support its members with personal, relevant, and reliable digital services, 24 hours a day. How they achieved it: Belfius streamlined the cumbersome process of filing insurance claims . They integrated a smart chatbot with conversational artificial intelligence (AI) into their mobile banking app, making claim submissions an automated,…, Making everyday tasks easier, on channels and devices their customers already use., Example of a customer service messaging chat powered by conversational AI Belfius’ chatbot provides a personalized experience to customers within their mobile app. , 3. FirstBank keeps customers up to date with personalized SMS notifications, Colorado-based FirstBank has been around since 1963. More and more they’re focusing their engagement strategy to be digital, using mobile messaging to keep customers up-to-date and engaged. How they achieved it: FirstBank utilizes the reach and immediacy of mobile messaging to enhance user experience and inform customers about everything they need to know. Using personalized SMS messages, the…, More than 60% of FirstBank’s online banking customers are signed up to receive personalized messaging alerts., “Technology enables a superior customer experience. Mobile messaging is integral in the mix…vital in delivering not just messages, but on our promise of meeting customers where they want to be met.” — Kelly Kaminskas, Digital and Retail President, FirstBank FirstBank excels in banking customer service, with more than 60% of customers enrolled in monthly alerts. , 4. Nets helps prevent fraud without harming CX with two-way SMS, Nets , a leading payment processor in Europe, needed to enable quick and reliable communication with cardholders regarding suspicious transactions. How they achieved it: Nets opted for two-way SMS to allow customers to validate transactions in real-time. Why it works: Nets prioritizes security and customer experience. With two-way SMS, the company is now protecting end-users from fraud while…, 5. Triodos offers a smooth, personalized experience at every step, Triodos Bank is a world leader in sustainable banking. They needed a solution that would verify their customers and help them through the onboarding process. How they achieved it: Triodos Bank redefined customer engagement to offer personalized, value-adding experiences across the entire customer journey. “Integrating the listening processes, surveys, personalized interviews, ad hoc studies,…, Key takeaways to improve customer service in banking, Now that you’ve seen how industry leaders have crafted excellent banking experiences, let’s explore a few key ways to improve the customer service experience at your financial institution. In a world with seemingly endless banking options, like national banks, community banks, and credit unions, these strategies will help ensure that your customers choose you over and over again. , Make sure all your communications are personalized, According to our research , nearly nine out of ten people say they’d like to receive personalized assistance and guidance from their bank, but fewer than three in ten get this today., This gap highlights a clear need for banks to significantly invest in enhancing their ability to understand customer needs and queries., When your customers interact with your bank, it’s crucial to ensure their conversation is meaningful and productive. Understanding why a customer is reaching out, and addressing their concerns promptly, can help them from becoming stuck in an endless loop of support. This shows them that you’re committed to knowing and understanding them as individuals and goes a long way to enhance their…, Be mobile-first, Switching banks is easier now than ever. In fact, one in three customers have switched banks to get a better mobile experience., Customers clearly value when their banks offer a great mobile experience and help to ensure their day-to-day interactions are as easy as possible., According to Accenture , nearly 63% of consumers’ mobile banking logins are simply to check their account balance. That means that most of your customers are looking for convenience over anything else. This includes creating an experience that makes it super easy to do easy tasks directly from their mobile phone, like make a simple transfer or apply for a new credit card. Create mobile-first…, Develop an omnichannel experience, Many banks have adopted an omnichannel strategy as customers increasingly seek convenience across various touchpoints. This approach enables customers to seamlessly navigate from mobile apps to website chatbots, receive push notifications, and engage on social media while consistently experiencing the same brand and messaging. An omnichannel banking approach means that a customer can manage their…, Train all employees for interpersonal skills, Financial matters can be critical for your customers – especially when they have to do with a denied loan application or stalled mortgages. That’s why it’s vital for your frontline and branch employees to be well-trained in interpersonal skills. This training should equip them to provide your customers with great customer service, regardless of whether your customer service team is in a call…, Invest in effective training that equips bank employees with the knowledge and skills they need to provide consistent and courteous assistance., The training should also help them stay updated on the latest banking products and services you offer so they can consistently deliver a great customer experience . , Allow your customers to self-serve, Self-service is a game-changer for customer service in banking because it empowers customers to help themselves. A whopping 81% of all customers attempt to take care of matters themselves before reaching out to a live representative, meaning that, today’s consumers value the autonomy and efficiency that self-service solutions provide., Investing in tools like a knowledge base or FAQ page can benefit both your customers and your business. They allow customers to resolve minor support issues on their own, freeing up customer support agents to focus on more complex problems. , Provide real-time support, In the cases when a knowledge base isn’t enough, offering customer support through both automated experiences and live chat are a great way to ensure their needs are met promptly. Live chat gives your customers direct routing to a banking customer service representative and is great for situations that require personalized services or assistance. Meanwhile, automation can help you address…, Together, these tools can help you create a convenient, 24/7 support system – and a great customer experience., , Always ask for customer feedback, While customer data in your CRM provides valuable insights, it’s only one part of understanding customer satisfaction. The other crucial component lies in the feedback your customers give you about the banking services you provide. It's essential to actively ask customers to give you their feedback after every customer interaction. This helps you understand if their needs are being met, what…, Bottom line: It's all about value , The most important thing to remember about these examples of excellent customer service in banking and financial services is that, you always need to think about the value you’re bringing to your customers, . If you understand their needs and make every interaction helpful and personalized, then you're well on your way to delivering outstanding experiences and creating meaningful, lasting customer relationships. Need more insights? Download our complete guide to financial services communications to learn more about how you can create meaningful, secure communication experiences for your…
Type: Blog Article
Type: Component Page
With Sinch’s Zapier app, you can quickly build simple flows to integrate messaging capabilities with your existing tech stack and connect with your customers across all our supported channels. Send and receive messages over SMS, WhatsApp, Facebook, Instagram, Telegram, Viber, and more using Sinch — a single app, all the messaging channels you need!, About Zapier, Zapier is a product that allows end users to integrate the web applications they use and automate workflows. Users can connect with 5,000+ of the web's top apps. Users can build Zaps—automated workflows—directly in the intuitive drag-and-drop editor with no code needed. You can start automating in just a few clicks and perform up to 100 actions in a single Zap. For more informaton, visit Zapier ., Contact, : Bipin Patel, Product Manager - [email protected] Type: Integration
About Freshdesk , Freshdesk is a cloud-based software designed to facilitate and improve customer support. ts excellent and cost-effective features are quite popular among online enterprises for enhancing the customers' self-service and their support teams' overall productivity. With the Freshdesk integration, users can submit a new ticket to your customer support service through a bot You can easily connect the…
Type: Integration
Type: Event: Sponsored
Type: Product
When was the last time you checked your phone? If you're like most people, one-third of your waking hours involve a smartphone. It's people’s go-to for almost everything, like news, updates, shopping, banking, and how we interact with businesses. And when texts have a 98% open rate , SMS is a great way for businesses to reach their subscribers with automated updates and news. This is where…, Transactional SMS taps into that near-constant connection we have with our phones, and text messaging’s incredibly high open rate, . In this article, we’ll cover what these kinds of texts are, detail how to send them, and share some examples to inspire your transactional SMS messages., What is transactional SMS?, Transactional SMS is a direct way for businesses to communicate specific, important information to customers through text messages. It's the kind of message customers get after completing an action or when an update is necessary. Businesses can set up triggers – in their CRM or other software – for SMS automation based on a customer's actions. Unlike promotional SMS , which focuses on marketing…, transactional SMS enables timely and critical updates and action, . Here are some examples: A brand can send an SMS with a one-time password (OTP) to authenticate a user’s identity as they’re logging into their account. A bank can send an SMS when there's an action required for a customer's credit card. This keeps the customer informed but also alerts them to any unauthorized use. An online store can automate texts to subscribers to let them know when their…, Transactional vs. promotional SMS, Let’s say that someone made a purchase, booked a flight, or scheduled an appointment. They might get a transactional SMS message as a follow-up that provides additional details, like an order status, or to secure their login with SMS verification. Promotional SMS messages, on the other hand, are for advertisements. They announce sales or promote a brand. Companies might send these messages to…, people get transactional messages as needed – specific to their actions., They’re inherently more personal, since they’re specific to the individual and their relationship or interaction with the business. Promotional text messages are for marketing, while transactional SMS serve a necessary purpose in the customer journey., Benefits of transactional SMS, Transactional SMS communicates necessary information quickly and directly to customers. Customers stay well-informed and engaged with timely updates. Here’s why this kind of messaging is so beneficial: , It’s instant., A study called “ Time to Win ” highlighted that two-thirds of customers consider speed to be as important as price. Transactional SMS hits the mark by delivering messages in real time. Your customers stay informed the moment something important happens (like a payment or delivery update). , It’s reliable., SMS relies on mobile networks rather than wifi or mobile data to be delivered, so your audience doesn’t have to deal with with uncertainties with internet connectivity or poor network coverage to get their important messages. , It’s convenient., The information your customers need lands right in their pockets. There’s no need for them to log in somewhere or check emails – it's all there in a simple text. , It helps improve the customer experience., Customers appreciate being kept in the loop – even if it’s not all positive – like a shipping delay. You'll reduce frustration from people calling to ask about unrecognized transactions or their order status. With transactional SMS, they already have the information they need. , It helps build trust., According to an OptimoRoute study, almost 60% of respondents said that real-time order tracking makes them more loyal to brands. Loyal customers spend more, become advocates for your brand, and boost your retention rates. , It can be automated., Transactional SMS messages save businesses a lot of time by automating essential notifications like order confirmations and delivery notifications. This ensures these messages are sent promptly without manual intervention. , How to send transactional text messages, So how do you actually send transactional texts and what triggers the messages? Here are five steps to help you get started: , 1. Integrate your SMS service provider’s API into your business’s systems , An API, or Application Programming Interface, is like a bridge between your business's system and your SMS service provider. It allows these two different systems to talk to each other. SMS API providers that support multiple programming languages such as Java, PHP, Node, .NET Core, or Python make integration easier for your developers. Sinch’s API goes a step further by lending a hand during…, keeps your customers in the loop with zero hassle, . , 2. Run an opt-in campaign , An SMS opt-in campaign is how you get your customers' permission to send them text messages. , Though specific opt-in practices for promotional and transactional messages are different, we recommend getting explicit opt-in for all your messages. , Why? Because this respects your customers' privacy and adheres to sms compliance . Plus, it prevents you from sending customers messages they don't want. Here are a few places that might be good for a customer to choose to receive transactional SMS:, Your website., Add a pop-up or banner asking if customers want to receive SMS updates., At checkout., Give people the option to receive SMS updates about their order as they’re making a purchase. , With their email receipt., Allow email subscribers to opt in for text message updates., In-store signage., Put up signs or posters in your physical location asking customers to opt-in for SMS updates. No matter which method you choose, make it easy for customers to opt in and know exactly what type of messages they'll receive from you. , 3. Develop message templates, No one has time to write a unique message every time they write an SMS. That’s why adding a layer of automation with SMS message templates is your new best friend. Create and save templates for common messages, like order confirmations, transactional updates, or appointment confirmations and reminders. This way, you're always ready to send a message without the hassle. Just customize the…, 4. Start with one campaign, Test messaging for a specific scenario – maybe shipping updates – and see how it goes. Start with one campaign based on a specific customer interaction to fine tune your approach and understand your audience's response in a controlled setting. Then, gather valuable insights and make necessary adjustments before expanding to broader campaigns. Monitor how your customers engage. Are they acting…, Remember: the goal is to provide value, not overwhelm your customers. , Pick one process that'll benefit the most from instant updates. See firsthand how transactional SMS can enhance your customer experience and gradually expand to other areas as you gain confidence and insights. , 5. Adjust your messaging and add more transactional texts, Those insights you just got from your initial campaign? Use them to improve and expand your messaging. Add more transactional texts for other use cases based on customer responses. You're looking for things like: Are customers curious about their order status, or do they need help with the product after purchase? Do you have a high call volume for appointment scheduling? Do subscribers ask for…, Follow best practices for transactional SMS, Do you include irrelevant information? Is your language too formal or informal? Answers to these questions affect customer engagement or can even push subscribers to opt-out. To make transactional SMS work, follow these best practices: , Personalize your message., Use template variables to tailor each SMS to the individual. For example, "Hi [Name], your order [Order Number] is on its way!" , Keep it short., The length of a standard text message is 160 characters. Only include "must-know" information., Use a clear CTA., Be straightforward with what you want the customer to do next. A clear call-to-action like "Click here to track your order" helps., Include opt-out text., Respect your customers' preferences by including an opt-out option. A simple "Reply STOP to unsubscribe" works well., Send SMS messages promptly., Send messages within minutes after a trigger event. Timely updates maintain trust and efficiency., Use automation., Make sure your transactional SMS are sent automatically based on specific events or times that your audience prefers (like delivery notifications, or fraud alerts)., Transactional SMS examples, There's nothing better than seeing how this SMS strategy works by taking inspiration from real-life examples of transactional SMS. In this section, we’ll cover different ways that transactional SMS improves customer experience, complete with case studies and templates. , Bookings and appointments, Transactional SMS is a convenient way to confirm and remind customers about upcoming appointments. For healthcare professionals, speed is of utmost importance. Every second they spend on administrative tasks like managing appointments and paperwork is a second taken away from patient care. French healthcare company, Doctolib aimed to digitize these processes and make connections between medical…, They’re achieving a 97% delivery rate for SMS messages, with 95% having a latency of less than one second., Doctolib transactional SMS example With Doctolib’s transactional SMS, subscribers can easily access their consultations and manage their appointments. No-shows are down, and streamlining appointment management has improved security and the patience experience. By adopting transactional SMS, Doctolib has improved efficiency, security, and user-friendliness in healthcare. Looking for a template to…, Account verification, Transactional SMS for account verification ensures that when a customer – or someone claiming to be them – tries to access an account, it’s really them. A unique code sent to the customer’s phone as a second verification of identity. This extra step helps prevent unauthorized access. Take Triodos Bank as a case study. They're pioneers in sustainable banking and are committed to using money for…, OTP codes for quick sign-ups, Let's be real. Who wants to create another login and remember yet another password? Combine this with a complicated parking situation in a busy city and, well, you get the picture. Imagine you're rushing to park your car downtown. Stress is high, and you need a reliable solution. EasyPark allows you to pay for parking from your phone, without the need for a parking meter. But here's the catch:…, ., A 7% increase in conversions, shows how convenient OTP codes are for authenticating users and encouraging quick sign-ups. Here's a quick template you can work with if you're getting started with sending OTP codes via SMS: Hi [FirstName], welcome to [ServiceName]! Your verification code is [Code]. Enter this to complete your sign-up. Not you? Reply STOP to unsubscribe , Fraud alerts, Nobody likes to be in the dark when it comes to suspicious activity on their accounts. In 2022, credit card fraud was the most common type of identity theft. This means that there’s a high chance of it happening to you or someone you know. But with transactional SMS, customers get immediate alerts if there's any unusual activity on their account. Nets , a leading payment processor in Europe,…, The use of two-way SMS not only increased security, but also gave control directly to the customers., Here's a transactional fraud alert template to get you started: [BankName] Fraud Alert: Hi [FirstName], did you use card ending in [XXXX] at [Retailer] on [Date]? Reply YES or NO. To opt out of alerts, reply STOP , Delivery notifications, We've all been there – eagerly waiting for a package, only to receive an email notification it was missed or delayed. It's frustrating and you think, "If only the company had let me know sooner, I could have made arrangements." That's why delivery updates are important. By using Sinch's SMS services, companies like Budbee can provide real-time updates on the status of deliveries directly to…, Order confirmations, Have you ever ordered something and wondered if it actually went through? Order confirmations via SMS give your customers peace of mind by providing instant, reliable confirmation that their retail and ecommerce orders were received. But it's not just about assurance – it's also about convenience. Customers can retrieve their order details and track delivery status directly from their phone…, Their 96% open rate shows just how effective SMS can be for getting customers' attention. , Here's a quick template to inspire your own order confirmation SMS messages: Hi [First Name], thanks for your order! Your tracking number is [Tracking Number]. Stay updated at [Link]. To opt out of SMS, reply STOP, Get started with transactional SMS, Transactional SMS meets customers where they are – on their phones. It doesn't get more convenient than that. But its effectiveness also depends on striking the right balance between being informative and intrusive. Choose the right timing, messaging, and frequency to provide a positive customer experience. And of course, none of that matters if you don't have a reliable SMS provider. That's the…
Type: Blog Article
Traditional direct marketing tactics are typically one-way. Companies use digital channels like messaging to send well-crafted marketing messages, but most brands aren’t prepared to field replies. The problem? Your customers want to talk to you! According to recent research from Sinch , nearly 9 in 10 consumers (89%) say they want to be able to have two-way conversations with businesses via…, Defining conversational marketing, Conversational marketing is a strategy that involves using mobile messaging , live chats, artificial intelligence (AI), and natural language processing and understanding (NLP/NLU) technology to engage and serve customers throughout their journey with real-time conversations on the channels they already use. The objective? Build deeper connections with customers and create new opportunities to…, How conversational marketing works , Your customers have questions — but you might have missed them. A global study by Meta showed that almost two-thirds of consumers tried to respond to direct messages sent by brands during the holiday season... but were met with frustrating error messages or no reply. Why exactly are shoppers messaging brands? 45% want to get product or pricing information 35% would like instant responses at…, The benefits of conversational marketing , By allowing consumers to get their questions answered, respond to marketing messages, and talk with brands like friends in real time, marketers can improve acquisition, send conversion rates through the roof, deepen loyalty, and ramp up engagement across the entire customer lifecycle. Let’s take a closer look at the benefits of a conversational marketing strategy., Increased customer engagement and conversions, Did you know 50% of sales go to the brand that responds to customers first? Make sure you’re always first with instant, personalized conversations on the channels that suit them., Improved CX and customer satisfaction , Conversational marketing channels allow brands to give customers real-time answers and support across their entire purchase journey., Valuable customer data collection , Zero-party data from conversations helps brands enrich customer profiles further and optimize CX and future interactions with relevant recommendations and offers. , Improved brand loyalty and deeper customer relationships, Conversational marketing channels aren’t only a great way to provide quick and helpful answers to customer queries, they’re also highly personal. Meeting your customers on the channels they use to communicate with friends and family is an opportunity for your brand to build more meaningful relationships, and in turn, drive more loyalty., Cost savings, Using conversational AI and automation, brands can automate up to 90% of customer interactions — that means better efficiency and allocation of human resources, and therefore, reduced costs. , 24/7 availability, With conversational AI chatbots, businesses can serve and support customers at any time, which not only helps provide a better experience, but also reduces purchase abandonment., Conversational marketing best practices, In today's digital world, customer experience is a priority for both brands and consumers. Creating a stellar mobile experience with conversational marketing helps brands stand out from the competition and build lasting relationships. Instead of customers feeling like they’re just a face in the crowd, conversational marketing campaigns can offer real-time responses to customer inquiries and…, Leverage AI-powered two-way conversations, It’s no secret — the way people prefer to communicate with brands is evolving and it's easy to understand why consumers lose the motivation to buy when the support they need isn’t readily available: 71% of customers expect real-time communication . 75% say they want to speak with businesses via messaging like they do with friends and family. Artificial Intelligence and Natural Language…, , Make it personal , Mobile messaging is intimate by nature: It’s where friends and family talk daily. When brands access this privileged space, they should respect it and make messages relevant and personalized. In other words, they should act like a friend. By personalizing messages with customer data, brands can treat customers like individuals — because one size does not fit all! Research shows that most…, , Take advantage of rich media formats , People prefer watching over reading, and marketers are now adapting to modern-day preferences by showing instead of telling. In any direct marketing campaign, video and rich media are more engaging than text alone. It really is that simple. The same is true for messaging. Images and video create a more compelling, app-like experience inside the messaging channel. One Sinch client ran a test from…, , Multichannel good, omnichannel better, Meeting customers where they are is crucial to customer experience. To reach the biggest audience, brands should create experiences that work across multiple channels. There are more than five billion monthly active mobile messaging users worldwide: SMS and MMS dominate messaging in the US RCS is favored in Europe Messaging apps like Facebook Messenger , WhatsApp , and Viber are growing in use…, , Track, analyze, and optimize your conversational marketing efforts, When rolling out your conversational marketing strategy, make sure to use conversation records and analytics to improve your understanding of customers’ needs and pain points, and identify optimization opportunities. Most messaging APIs and chatbot platforms offer advanced analytics capabilities and can be integrated with your marketing systems, allowing you to enrich customer profiles in your…, , Collect customer feedback, Messaging channels and chatbots are also the perfect places to collect customer feedback quickly and easily. Send automated surveys via messaging channels or live chat to give customers the opportunity to rate their experience and leave comments, or set up your chatbot to ask for feedback at the end of every conversation, and keep fine-tuning your conversational marketing strategy. When done…, 5 examples of conversational marketing campaigns, Building a conversational marketing program may seem scary, but it doesn’t have to be. We've collected some of our best examples to show you how two-way messaging can delight customers and drive engagement across the entire customer journey., , Supercharging customer acquisition in the automotive industry, Customer experience is king, and it all begins during acquisition. At this stage, consumers are shopping around and looking for answers. They need to feel confident spending their money, and unanswered questions can make them hit pause on a purchase. Digital ads are often used by marketers to pick new customers up. Adding AI-powered chat to these ads invites customers to ask questions and helps…, Next-level customer onboarding in telco, When a customer signs up for a membership, subscription, or service, they probably still have questions about what to expect. Friction-free onboarding can reassure customers and guide them through the process and pain points they might bump into. An effective onboarding process has two main benefits: First, if customers feel comfortable, they’re more likely to take the next step. This could be…, , Transforming engagement in retail, One of the biggest benefits of conversational marketing is higher customer engagement. One-way direct marketing talks at customers, but two-way messaging invites a response. Using rich media via messaging also builds an opportunity to start and close the sales cycle in messaging. Check out the campaign below for a hardware retailer. The retailer sends a marketing message with a video to showcase…, , Unlocking new conversion and upsell opportunities in hospitality , Brands are increasingly using messaging to interact with customers in all kinds of ways, whether it’s support, marketing, or even commerce. We call this last one “ conversational commerce ” because it’s where messaging apps meet shopping. This means consumers can use chat to browse and select a product or service, learn about it, and complete payment inside the messaging app. The opportunity to…, , Driving loyalty with five-star service in banking, Relationships between brands and consumers don't end with a purchase. Loyalty drives real customer lifetime value, and excellent customer experiences build loyalty. It should come as no surprise that 80% of companies that invest in customer experience outperform those that don't . Conversational messaging can help build loyalty. With AI-driven chats, brands can offer instant service and support…, Ready to go conversational?, Brands are built on the experiences they provide and today’s customers now demand more than one-way marketing messaging. With innovation at an all-time high and competition fiercer than ever, conversational marketing can be a true game-changer, helping marketers drive true differentiation with personalized, value-adding experiences at every step of the buyer journey, on the right channels. Need…, Frequently asked questions , , 1. How do I measure the performance of my conversational marketing strategy?, The right conversational marketing tools will allow you to monitor and optimize every single campaign (from deliverability to engagement, and conversations) and collect valuable insights into general and individual customer needs and behaviors. You can also monitor the number of users who engage with your web live chat or messaging chatbot, see how many of them convert, and ask them to rate their…, 2. Are conversational AI and chatbots good for customer support? , Conversational AI and chatbots are great for customer support. With natural language processing and understanding, businesses can design seamless, human-like conversational experiences and provide 24/7 customer service and instant responses to frequently asked questions. Not only does it help streamline customer service processes, but it also reduces costs. , 3. What tools can I use to scale my conversational marketing?, Sinch’s conversational marketing solutions are built with scale and campaign performance in mind. Whether you want to take the leap to omnichannel, add conversational AI capabilities to your marketing workflows, or create powerful messaging campaigns that can’t be ignored, we make it easy and scalable. , 4. Are there any disadvantages to conversational marketing?, Scaling personalized conversations on all the channels your customers use can be a challenge. But with the right tools, it doesn’t have to be so hard! At Sinch, we’re all about keeping it simple. Find out more about our conversational marketing solutions .
Type: Blog Article