A new study has shown that 88% of organisations in the financial sector believe sending texts to customers has a considerable impact on customer service (IDC InfoBrief). On top of this, 73% consider SMS to be effective for mission critical employee-focused transactions.
To engage effectively with their customers, organisations need to use a suite of channels to interact at every stage of the customer journey – it’s by going above and beyond that attracts and retains their customers.
With communication channels readily available at our fingertips we expect no less when it comes to customer service – it has to be instant and straightforward. To engage effectively, financial organisations need to adapt to the changing communication preferences of their customers.
Other powerful business communication channels
Whether customers want to make a payment or speak to an advisor they can text your shortcode or reply to a text message to receive an instant or scheduled voice callback. This makes the whole experience simple and hassle-free for the customer.
The number of consumers that prefer self-service has doubled in the last five years – it’s now at 55% (Convergys). Financial organisations can use an interactive voice response (IVR) system to allow their clients to self-serve by interacting with their voice system. Whether they want to make a payment, access their account or request a cheque book or quote all they have to do is dial a number and simply navigate through the options.
An online payment portal gives the freedom to accept payments 24/7 online – here at Esendex our payment portal is highly secure and PCI DSS compliant.
Are you communicating effectively? If you would like some more inspiration just get in touch today – call us on 0345 356 5758.