Guessing, chasing and waiting are all part of the old customer experience. There’s no place for them today, which is why we let you proactively reach out to your customers with information. Then, after their experience, truly listen to their feedback and act on it. By being proactive with communication throughout the customer journey you can stay one step ahead and close the loop at scale. Driving up CX, driving down costs, whilst setting and managing expectations.
At a glance…
Need a little inspiration?
Consider using Proactive Communication to send out personalised marketing messages, confirmations of an order, appointment reminders, updates on the status of a delivery, voice broadcasts to your whole company from the CEO, or to thank customers for sharing their feedback (and letting them know what you’ve done with it!)
Imagine that you’re a customer who has left feedback about the lack of veggie options at your favourite restaurant. Not only are you thanked for your insight, but a month or so later you are contacted to let you know that they heard you and they acted – with a voucher for their brand new vegetarian menu.
Tell all the customers that complained, and that’s closing the loop at scale with powerful CX.
Want to talk to us about how you can start proactively communicating with your customers?
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DPD has set the standard for all logistics companies to aspire to. By keeping their customers engaged throughout the delivery process they’ve dramatically improved their efficiency and successful first time deliveries.
“Our customers now enjoy a reliable, convenient and efficient delivery experience.” – Steve Mills, Director of IT, DPD.
Premier Inn use Proactive Communication to keep their customers engaged. They’ve reduced their no-shows by 20% and seen an additional 84,000 restaurant bookings each year, making and saving them millions of pounds in revenue!
“It’s great to have a supplier who cares about our guests as much as we do.” – Siobhan Fagan, Head of Customer & Business Solutions, Premier Inn