Notifications Will Be a Differentiator in 2014 and Beyond

Posted by WNG Marketing on Tue, Dec 31, 2013 @ 08:12 AM

Some of you just shrugged and some of you with five to seven notifications showing on your smartphone right now just perked up. Notifications are an important part of our everyday life. We choose how they come to us, what they report and when it is reported.

Notifications can save lives, time, money and help keep us in the know. Think about it this way - can you imagine NOT getting your notifications? 

What We’re Seeing

We process billions of Notifications for our clients each year and we showed an amazingdescribe the image increase over 2013. Our clients, some of the largest brands in the world who have been using notifications for years, are seeing the benefits and feeling impact across their businesses. SMS or text notifications showed the most rapid growth with a 51% increase over the last year. 

Expectations Will Only Get Higher

In 2014, we expect that mobile usage to grow at the same rate or higher as customers continue to expect the best possible service and experience on their preferred communication channels; whether that is text, email, social media or phone. Communicating with your customers on their desired communication channel is important but for the best possible results, this needs to be integrated with the best possible customer experience. 

Proactive Notifications

Notifying someone prior to an event versus after one may garner you that differentiating edge you’ve been looking for. Communicating with your customers proactively is another way to improve your customer satisfaction. By proactively notifying customers of store closings, coupons, travel updates, shipping notifications, safety tips and much more, you are preventing possible customer service issues.

How will your 2014 communication plan compare to last years or to your competition? By integrating multiple channels and proactive notifications into your 2014 customer communication strategy, you will increase customer satisfaction, customer engagement and stay one or possibly two steps ahead.

Tags: Communication Strategy, Communications, Engagement Opportunities, Customer Service, Customer Satisfaction, Proactive Communication, Conversations

Drive Holiday Results with a Multichannel Engagement Strategy

Posted by Natalie Davis on Fri, Dec 06, 2013 @ 09:12 AM

 

It’s that time of year again! Everyone is bustling trying to finish buying holiday gifts, preparing for visitors and the new year. Making your customer’s shopping experiences and lives easier during this time is more important than ever. Customers already want information immediately and conveniently but during the hectic holiday season - providing this information when they need it and how they want it, can be a differentiator and a business driver.

describe the imageWe’re all seeing the dozens of TV commercials for electronic holiday gifts, ranging from cell phones, laptops, tablets and more. Customers are always on the go and due to the increase of mobile usage; customers expect relevant content on their preferred channels.

Many companies are thinking about how to earn business during this high volume, high stakes season if they want to stay ahead of their competition. Three in five retailers dedicated over 20 percent of their online marketing budgets to holiday efforts.

Companies can ensure their holiday season will be a success by incorporating multiple channels into a customer communication strategy and by being proactive and engaging with customers. By sending notifications on a preferred channel, like email and SMS text, customers are more likely to read your messages and have a positive experience.

Eighty two percent of retailers are making investments in mobile this holiday season and you don’t want your business to be left in a snowdrift. By sending notifications to your customers on their preferred communication channels in a compliant manner, you are providing a convenient way for customers to engage with your company and making it easier for them to do business with you.

By proactively informing customers of holiday deals, special events, shipping updates or travel notifications on multiple communication channels, you are improving customer experience and providing the highest level of service consumers expect. You will not only stay ahead of your competition but you will improve the lives of your customers – and that’s the best gift of all! 

Tags: Communication Strategy, Communications, Engagement Opportunities, Customer Service, Customer Satisfaction, Proactive Communication, Conversations

West Positioned as a Gartner Magic Quadrant Leader

Posted by WNG Marketing on Mon, Dec 02, 2013 @ 09:12 AM

We are excited to share with you that West, our parent company and a leading provider of technology-driven communication services, recently announced that Gartner, Inc. has positioned the company in the Leaders Quadrant of its November 5, 2013, “Magic Quadrant for Unified Communications as a Service (UCaaS), North America” for a second consecutive year.

We believe that our continued leadership in this industry comes down to three basic things:

  Experience
     Expertise
+      Service
The ability for the West team to enable our clients to outperform their competition.

What does this mean for our clients?

Working with a business that understands the needs of the enterprise and being provided a unique and valuable experience.  With more than a decade of delivering Unified Communications solutions, including voice, text, email and fax solutions, West has an unrivaled understanding of the needs of today’s complex enterprise.

We are not your typical telecommunications company – and that’s a very good thing.

Our focus is on you, helping you transform the way your business works and enhancing the performance of your company. West’s Unified Communications solutions include a full portfolio of applications to support the varied communications needs and styles of our clients. With years of experience and a consultative approach, West can drive invaluable customer engagements and lasting relationships by providing unique and memorable customer experiences.

Learn more about West being positioned as a Gartner Magic Quadrant Leader here.

For a full copy of this Gartner Magic Quadrant report, please click here.

Gartner Award resized 600

About the Magic Quadrant

Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Tags: Communications, Recognition, Unified Communications, Gartner, Magic Quadrant, Leader