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

What kind of imprint are your customer communications making?

Posted by Natalie Davis on Thu, Jul 18, 2013 @ 13:07 PM

 Are you providing your customers with the communications they want on the devices they use the most? Do your customers find your communications useful C  Users nkdavis Desktop Capture resized 600and convenient?

Over the last few years we have seen a noticeable shift from channels like direct mail and voice to email and the stratospheric leap, to Short Messaging Service (also known as SMS or Text Messaging).  Because more consumers are looking for ways to use their mobile devices to save time, money and enrich their experiences, the world is constantly trying to keep up.

SMS is sometimes thought of as a channel for younger generations only, but recent numbers show that all generations are adopting SMS and incorporating SMS as a communication channel in their lives. Seventy two percent of people ages 50-64 use SMS. Younger generations are using SMS at an even higher rate of 97 percent, of people ages 18-29.

When it comes to adopting a SMS communication strategy, companies have options.

Today’s SMS menu

  • One-way text messaging: Sending text messages to a mobile phone but not receiving messages back
  • Interactive text messaging (ISMS): Sending text messages to customers and allowing them to respond
  • SMS Assistant: Letting customers interact with customer service representatives in real-time through SMS

Mobile phone use is growing and has reached approximately 70 percent worldwide. Email and voice channels are still used but aren’t always as effective. Even when using a mobile device, email communications can sit in an inbox for days and sometimes go straight into the spam folder. Voice communications aren’t always as effective as SMS because many customers don’t answer phone calls from numbers they don’t know, especially 800 numbers. SMS has proved to be effective because customers always have their mobile devices at their fingertips. Ninety seven percent of customers open SMS messages and 83 percent read them within three minutes.

SMS is often preferred because it’s easy for many customers to use and it’s convenient. SMS, when done in a compliant manner and when adhering to best practices, can benefit companies because it’s easy for customers to engage with them. If you have the option to provide an enriched experience and increase customer loyalty through SMS, why wouldn’t you?

Tags: Communication Strategy, Engagement Opportunities, Customer Service, SMS, Customer Satisfaction

West Corporation Wins a Customer Value Enhancement Award

Posted by Natalie Davis on Wed, Jun 26, 2013 @ 08:06 AM

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We are pleased to announce West Corporation, parent company of West Notifications Group, has won the Frost & Sullivan Customer Value Enhancement Award- Customer Contact Outsourcing, North America, 2013. The Frost & Sullivan award is presented each year to a company that recognizes a business’s focus on increasing the value their customers receive, beyond customer service and leading to improved customer retention.

At WNG, we pride ourselves on providing outstanding consultative and collaborative services, innovative technology platforms and operational processes to meet the complex communication  needs of our clients. We work to focus and capitalize on mobility options to enhance the user experience and improve the lives of the end customer. We also understand the importance of being updated on all compliance regulations and work to guide our clients in communicating with their customers in a compliant way.

Some of West Corporation’s strongest attributes helped it stand out from the competition:

  • Understanding customer needs

  • Robust and innovative solutions

  • Knowledge in compliance

  • Focusing and capitalizing on customer mobility

  • A high-capacity, reliable, secure hosted platform

Our commitment to understanding our customers’ needs and providing innovative solutions, helped West Corporation and its subsidiaries, including WNG, stand out from the competition and receive the prestigious Customer Value Enhancement Award.

About Frost & Sullivan

Frost & Sullivan is a global research organization that monitors over 300 industries and 250,000 companies worldwide to determine how best-in-class companies oversee growth, innovation and leadership. Celebrating its 50th year in business, Frost & Sullivan derives its method from the CEO’s 360-Degree Perspective that is the basis for its TEAM Research methodology. This research methodology provides an evaluation platform for benchmarking industry players and for creating high-potential growth strategies for clients. For more information about Frost & Sullivan, please click here.

 

Tags: Recognition, Customer Service, Award, Frost & Sullivan