Customer experience management
CX is the new battleground for customer loyalty, with huge rewards but stiff competition. Esendex is your key to unlocking an exceptional mobile-first experience
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BUSINESS CRITICAL COMMS
Notifications, Reminders and Alerts
According to PwC research, two of the most important factors in customer experience are speed and convenience. This is why mobile messaging and CX are such great partners.
Every phone has the default messaging app installed, and 95% of text messages are read – 90% within 3 minutes of receipt. You don’t need to download an app or have an internet connection – meaning that there are few more effective ways of alerting your customers and staff about product and service changes, events, new products or emergency notifications.
APPOINTMENT REMINDERS
Appointment Management
Missed appointments cost businesses – from hairdressers to hospitals – valuable time and money. You may be surprised to learn that a text message reminder can reduce no-shows by as much as 50% (Health Services Research).
From a CX perspective, it is of course helpful to be reminded of an event or appointment, but better still if you can change or cancel that appointment through the same alert. This is where next-gen messaging services like WhatsApp and RCS come into their own, as chatbots can manage the process more quickly and conveniently than a human operator.
DELIVERIES
Logistics, Tracking and Returns
The opportunity to win loyal customers through exceptional delivery experiences has never been greater, as customers have switched to online shopping in greater numbers than ever before. Equally, we’re seeing the cost of delivery become progressively less important than the timing of delivery as Millennials and Generation Z become the driving forces in the economy.
The majority of customers prefer to receive SMS updates (IMRG), and new messaging channels such as RCS allow you to build on the popularity of this channel by also offering in-app rescheduling and live tracking data.
CUSTOMER EXPERIENCE
Contact Centre Solutions
PwC’s research found that the other two most important factors in CX are helpful employees and friendly service – and your contact centre team are a critical way for you to go over and above expectations. However, this isn’t limited to telephone calls; 66% of consumers prefer to text businesses (Techcrunch), and they expect a seamless transition between all of the customer service channels available.
Omnichannel customer service isn’t the exclusive preserve of multinationals; Esendex offers a cloud-based, easy to integrate solution for contact centres of all sizes.
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Mobile messaging’s role in customer experience
63%
of Gen Z buyers (born after 1996) will pay more for a great mobile experience (PwC)
More than half of all consumers now expect a customer service response within one hour (SuperOffice)
70%
of customers expect consistent experiences across channels (Salesforce)
Companies with strong omnichannel customer engagement strategies achieve 10% YoY growth, 10% increase in average order value, and a 25% increase in close rates (Adobe)
Why choose Esendex
Join the trusted European leader in business communications.
Your business communications partner
We’ve been leading innovation in customer experience management for over 20 years, consistently delivering our customers a competitive advantage.
Secure, fully accredited data processing
Esendex is accredited to PCI Level 1 and UKAS ISO27001, with UK data centres, ensuring that your data is safe and secure.
Integration with legacy software
We have helped companies kick-start their digital transformation journey faster, more easily, and more affordably than they thought possible. Try us.
Direct connections with all major networks
With Esendex, your messages go directly to the UK’s major mobile network operators, ensuring speed and reliability of message delivery – no third parties.
Award winning solutions
Esendex has won many awards because of the way we solve problems with mobile messaging – including the Queen’s Award for Enterprise: Innovation 2020
Future-proofing your business
Whether you’re a seasoned mobile communicator seeking the latest in omnichannel and chatbot tech, or taking your first steps into mobile messaging, we can help.
Customer stories
CUSTOMER FEEDBACK
LV=
Insurance provider LV= were committed to getting to the heart of the customer experience, and, prior to SMS, used an outbound automated voice call to request feedback. This was generating a 3% response rate; switching to an SMS Survey increased that to 27%. The team use their research findings to feed directly into their business processes.
APOINTMENT REMINDERS
RED Driving School
RED relies on mobile messaging for updating instructors with booking confirmations, sending texts to pupils about refunds and for sending lesson cancellations to instructors. “…The non-turn up rate has been vastly reduced, and SMS has played a huge role in successfully implementing this model.” They’re now experimenting with mobile marketing.
CUSTOMER COMMUNICATION
Vaillant
Vaillant needed to start investigating different communication mediums in order to more successfully engage and interact with their customer base. The response rate from customers approached via rich, mobile-focused messaging is now 40%, compared with figures of between 2% and 5% when using previous channels like post and agent-based calls
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