Customer churn often defines whether it’s profitable to spend marketing dollars to acquire a customer or not. In short, it’s the difference between success and failure. Sinch delivers personalized video messages, amongst other solutions, to help reduce churn.
Here’s an example: One of our operator clients realized the biggest driver of churn was consumers not understanding their phone bill, as a result they terminated the service because they believed their bill was incorrect. This operator reviewed their customer journey and decided to start sending personalized video messages to each new subscriber to explain their phone bill. Our systems connect to operator’s CRMs, and based on the information held there, our personalization engine can create a personalized video explaining the phone bill for each individual user.
The results for this particular operator were staggering. Churn was reduced by 17% per annum, saving millions of dollars. In addition, it drove a higher increase in customer satisfaction than any other campaign. What’s even more exciting is that pretty much any subscription-based service can achieve the same thing.