An Ounce of Prevention
by Wayne Smith, Marketing Manager, Interactive Northwest, Inc.
No doubt you’ve heard the sage advice, “an ounce of prevention is worth a pound of cure.” When it comes to customer satisfaction, however, there really is no “pound of cure.” Once a customer has defected, there’s no magic pill that will recover the lost revenue or remove the stain from your brand’s reputation. One of the most effective ways an organization can prevent customer frustration is to reach out to them through proactive communication.
Customers Want Proactive Communication
A 2013 study* found that 87% of US consumers prefer that organizations contact them proactively. Customers want to be notified of important information. Savvy business leaders set their organizations apart from the competition by providing information that is both beneficial to their customers and their bottom line. Of the many channels available, calling customers proactively is one of the most effective methods for capturing a contact’s attention and generating an immediate response. Below, we’ll explore how outbound messaging can not only boost satisfaction and brand loyalty, but also protect revenue and increase operational efficiency.
Enhance the Customer Experience
Perhaps the greatest benefit an organization gains from calling contacts proactively is a deeper level of customer satisfaction. Reaching out to your contacts with welcome messages, delivery notifications, schedule change notifications, and reminders provides your customers with the sense that you care about them, are progressive, and provide premium service. This contributes to brand loyalty and extends the Customer Lifetime Value**.
Protect Revenue Streams
The financial benefit of brand loyalty goes without saying, but the value of proactive communication to an organization’s bottom line goes far beyond that. Providing payment reminders to customers with the option to pay by phone can significantly decrease the number of accounts that need to be sent down the costly path to collections. Offering service renewal notifications can maintain revenue streams that might otherwise lapse, regardless of the customer’s intentions. When using an automated outbound communication solution like INI Messenger™, organizations are able to reach out to customers without adding additional resources, resulting in an average of 90% or greater savings over employing agents to place calls.
Improve Operational Efficiency
A less tangible financial gain of proactive communication is the effect it can have on operational efficiency. Providing appointment reminders that allow contacts to confirm, cancel, or reschedule appointments ensures a fuller schedule of appointments. Providing service outage notifications can eliminate a significant number of inbound calls, reducing the load on the contact center. When campaigns are automated, they can be run when contacts are more likely to be available regardless of business hours.
INI Messenger offers an affordable solution to automated interactive outbound messaging. Harnessing the power of the Avaya Proactive Outreach Manager campaign engine, INI Messenger is the ideal method for reaching out to clients with the information they want from your organization. Contact INI to speak with a representative about incorporating an outbound communication solution alongside your other customer engagement applications, contributing to a maximized return on your IVR Platform investment.