Omni-channel Messaging enables Enterprises to push content across multiple channels to help increase customer engagement and revenue by creating communications that are consistent, continuous and contextual. This also helps ensure that companies deliver optimal experiences throughout the entire customer lifecycle.
Here are few practical examples of businesses that have successfully used DigitalBE’s Omni-channel Messaging platform to their advantage.
Generate leads using cognitive technology
To understand loan eligibility and limit, a customer would have to visit the bank, enquire on call, or fill a form. But this bank eliminated the old ways and designed a bot to sell loans on Facebook Messenger. The bot intelligently frames relevant questions based on previous questions answered by the customer. Also, the bot will prompt the customer to speak to the loan executive; if he agrees, he will receive an SMS telling him that a loan executive will contact him shortly and within few minutes a call patching operation will commence – connecting the loan executive and the customer.
Results: This human-like conversation led to increase in loan conversions.
Integrate Voice and SMS to boost sales
The customer calls on the IVR number given by the business, follows the instructions of the IVR and selects the product of interest. An SMS will then be sent to the customer with a link that redirects him to the company’s website and on filling further details, the purchase is made.
Results: Sales improved as the integration of two channels was more involving for the customer
Enable intelligent failover for OTP delivery
The customer books a cab on the service provider’s app/website for which the OTP will be sent as an SMS on the customer’s registered mobile number. If the SMS fails to be delivered for reasons such as network being out of coverage area, the system is immediately intimated which then initiates Outbound Dialing (OBD) and recites the OTP to the customer. OBD is a system that automatically dials out calls to a list of mobile users given by the service provider. In this case, OBD can be used as a fall back for SMS.
Results: Seamless cab booking with no loss of customer.