If you’re shipping products to your customers, you know that the right information at the right time is essential. People want to know all about the status of their order, at any given time. You don’t want hundreds – or even thousands – of people calling your customer service department about their order statuses. That’s where automated transactional communication comes in. Discover the possibilities in this blog post.
Do you have a good product? Something people want to pay for? Great! But have you considered your service level and the effectiveness of your operations? Automated transactional communication, with SMS updates and bots, can help your company in creating an effective flow of information, while leveraging the satisfaction of your customers.
Transactional communication, made simple
Automated transactional communication will save you money. But that’s not even the greatest benefit. Because customers get the information they want, whenever they need it. Moreover, the information is 100% error-free. That’s a great way to bring customers’ satisfaction to a higher level.
Automated transactional communication is… you guessed it: automated. So, as soon as it has been set up, it does the work for you. The only thing you have to care about is to continue creating great products and inspiring marketing campaigns. Do you feel the weight on your shoulders being lifted yet?
SMS updates: the ones your clients actually read
Shipping products to customers is a step-by-step process. Your customers want to get information about every step that’s relevant to them. Each step is an opportunity to interact with your customers and to strengthen the relationship with them. Automated SMS updates are easy to integrate in your systems, and will save you a considerable amount of time and money. Like we did for 3Suisses.
It’s important to give your customers information when:
Their order is confirmed
You know the estimated time of delivery
The order is on its way
The order is almost at its destination
Order confirmations are generally done via automated e-mails. But all other information is preferably sent by SMS. Why? Because it’s an extremely effective and almost immediate communication channel, with an open rate of 93% within 3 minutes.
Bot for transactional information
Suppose your client wants to know more about an order. He can call your customer service department, but that’s time consuming – both for him and for your company. Bots are a great way of giving your customers practical information in an automated way. This can be done by chat – for example on your website or via Facebook Messenger. But also via SMS and Interactive Voice Response. The great thing about a bot is that it’s easy to set up and that it can grow organically with the types of questions people ask. That’s exactly why we implemented an FAQ bot for 4411.
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