Sms notification solutions for webshops
Post on 09-Aug-2015
103 Views
Preview:
Transcript
Delivering Cloud Communications since 1991 !
SMS Communications
Tailor-made phone solutions (SMS & VOICE)
SMS Notifications
SMS notifications for your web shop made easy
Delivering Cloud Communications since 1991 !
Agenda
1. What is an SMS ?
2. Why you may want to use an SMS to contact customers ?
3. What are the applications for your company ?
4. What else can you do with an SMS?
2
Delivering Cloud Communications since 1991 !
What is an SMS?
• SMS = Short Message Service
• Contains Text
• It can contain links (url) to your website
• It can contain text variables from your
CRM or ERP
• 160 signs per SMS, Maximum 5 SMS
• You can send a long SMS or a concatenated SMS, 1 message
composed with more text messages of 160 signs each
• An SMS can be send from a mobile phone to another
• An SMS can also be send from an SMS application to a mobile
phone and conversely
1
Delivering Cloud Communications since 1991 !
Proven technology
Cloud Communications
Why you may want to use an SMS to contact customers ?
Stable
Cheap
Avoid call to customer or customers do not call
One number – one owner that can be identified
No data connection needed – mobile network is sufficient SMS open rate is 97% (e-mail is 10 to 30%)
Rate of SMS being remembered is 60%
Sending and Delivery Status are available
Delivering Cloud Communications since 1991 !
Phone self-service inbound
One-Time Password
Appointment reminders
Alerts & notifications
Automated helpdesk
Satisfaction survey
Automated call campaigns
Debt collection
Crisis communication
Contest & voting
Direct marketing
Cloud Communications
Shipping notifications
Call Centre optimization
What are the applications for your company ?
Delivering Cloud Communications since 1991 !
Phone self-service inbound
One-Time Password
Appointment reminders
Alerts & notifications
Automated helpdesk
Satisfaction survey
Automated call campaigns
Debt collection
Crisis communication
Contest & voting
Direct marketing
Cloud Communications
Shipping notifications
Call Centre optimization
What else you can do with an SMS ?
Delivering Cloud Communications since 1991 !
SMS Notification Solution
Challenge : • Telenet wants to reduce the number of calls to their Call
Centre in order to better use agent’s time
Solution Provided : • Set up an outbound SMS-/automated call system allowing
Telenet to proactively inform their customers Advantages, results, ROI for Telenet : • Reduce the number of calls to the Contact Centre • Increase customer satisfaction • Easy implementation
Delivering Cloud Communications since 1991 !
Phone self-service inbound
One-Time Password
Appointment reminders
Alerts & notifications
Automated helpdesk
Satisfaction survey
Automated call campaigns
Debt collection
Crisis communication
Contest & voting
Direct marketing
Cloud Communications
Shipping notifications
Call Centre optimization
What else you can do with an SMS ?
Delivering Cloud Communications since 1991 !
Phone self-service inbound
One-Time Password
Appointment reminders
Alerts & notifications
Automated helpdesk
Satisfaction survey
Automated call campaigns
Debt collection
Crisis communication
Contest & voting
Direct marketing
Cloud Communications
Shipping notifications
Call Centre optimization
What else you can do with an SMS ?
Delivering Cloud Communications since 1991 !
SMS Appointment Reminder and Notifications
Challenge : • VOO needs to send SMS messages to Customers that can answer back
Solution Provided : • Setup an outbound SMS/automated call system directly connected to
ERP • Offer Special tool in order to smooth the SMS sending rate during VOO
contact-centre opening hours to avoid peaks in # of calls / answers
Advantages, results, ROI for VOO : • Unique tool for users – fully integrated in the ERP • Smoothing cloud based tool avoiding peaks fully managed by VOO • Statistical results of the operations • ROI on several applications (Debt collecting, Appointments…) • Improve appointment attendance with technicians for
installation/repairs
Delivering Cloud Communications since 1991 !
Phone self-service inbound
One-Time Password
Appointment reminders
Alerts & notifications
Automated helpdesk
Satisfaction survey
Automated call campaigns
Debt collection
Crisis communication
Contest & voting
Direct marketing
Cloud Communications
Shipping notifications
Call Centre optimization
What else you can do with an SMS ?
Delivering Cloud Communications since 1991 !
Phone self-service inbound
One-Time Password
Appointment reminders
Alerts & notifications
Automated helpdesk
Satisfaction survey
Automated call campaigns
Debt collection
Crisis communication
Contest & voting
Direct marketing
Cloud Communications
Shipping notifications
Call Centre optimization
What else you can do with an SMS ?
Delivering Cloud Communications since 1991 !
Multi-Channel Debt Collection System
Challenge : • EDF Luminus needs to reduce the number of payment
reminders they send to customers Solution Provided : • Set up a fully integrated solution for different channels • EDF Luminus delivers a file via ftp and platform sends
SMS, Voice or e-mail notifications according to a predefined process
Advantages, results, ROI for EDF Luminus : • Fully automated solution • Quick and cost effective solution • Proven result : 30% less invoice reminders sent
Delivering Cloud Communications since 1991 !
Phone self-service inbound
One-Time Password
Appointment reminders
Alerts & notifications
Automated helpdesk
Satisfaction survey
Automated call campaigns
Debt collection
Crisis communication
Contest & voting
Direct marketing
Cloud Communications
Shipping notifications
Call Centre optimization
What else you can do with an SMS ?
Delivering Cloud Communications since 1991 !
Phone self-service inbound
One-Time Password
Appointments, reminder
Alerts & notifications
Automated helpdesk
Satisfaction survey
Automated call campaigns
Debt collection
Crisis communication
Contest & voting
Direct marketing
Cloud Communications
Shipping notifications
Call Centre optimization
What else you can do with an SMS ?
Delivering Cloud Communications since 1991 !
SMS shipping notifications to reduce number of undelivered parcels
Challenge : • Reduce the number of undelivered parcels due
to customers’ absence.
Solution provided : • Set up a shipping notification solution by SMS. • Consumers are notified before the arrival of
their parcels.
Advantages, results, ROI for 3 Suisses : • Decrease number of non retrieved orders. • Increase customer satisfaction • Increase 3 Suisses service quality level. • Decrease number of calls to 3 Suisses call centre
regarding delivery problems.
Delivering Cloud Communications since 1991 !
Voice notifications sustain logistics at furniture company
Challenge : • Company delivers every day all sorts of furniture
to its customers. They do not want customers being absent.
Solution provided : • Few days before the delivery date, customer
receives an automated phone call with delivery date and hour.
• Furthermore, customer receives amount to pay and practical information (parking space needed, payment methods...)
Advantages, results, ROI for Company : • Avoid customers being absent • Prepare customers for payment • Reduce employee time at customer premises
Delivering Cloud Communications since 1991 !
Phone self-service inbound
One-Time Password
Appointment reminders
Alerts & notifications
Automated helpdesk
Satisfaction survey
Automated call campaigns
Debt collection
Crisis communication
Contest & voting
Direct marketing
Cloud Communications
Shipping notifications
Call Centre optimization
What else you can do with an SMS ?
Delivering Cloud Communications since 1991 !
Phone self-service inbound
One-Time Password
Appointments, reminder
Alerts & notifications
Automated helpdesk
Satisfaction survey
Automated call campaigns
Debt collection
Crisis communication
Contest & voting
Direct marketing
Cloud Communications
Shipping notifications
Call Centre optimization
What else you can do with an SMS ?
Delivering Cloud Communications since 1991 !
Lampiris satisfaction survey via SMS
Challenge : • Lampiris wants to evaluate service level in call center • Contact customer directly with 1 SMS and 1 short question
Solution Provided : • SMS Gateway to send question and receive answer • Small question to evaluate service • Grade service quality from 1 to 10
Advantages, results, ROI for Lampiris : • Message sent automatically after the call • Answers received directly in one Database • Results directly displayed in system on graphs • Ease of use for Lampiris and customers
Delivering Cloud Communications since 1991 !
Phone self-service inbound
One-Time Password
Appointment reminders
Alerts & notifications
Automated helpdesk
Satisfaction survey
Automated call campaigns
Debt collection
Crisis communication
Contest & voting
Direct marketing
Cloud Communications
Shipping notifications
Call Centre optimization
What else you can do with an SMS ?
Delivering Cloud Communications since 1991 !
Phone self-service inbound
One-Time Password
Appointments, reminder
Alerts & notifications
Automated helpdesk
Satisfaction survey
Automated call campaigns
Debt collection
Crisis communication
Contest & voting
Direct marketing
Cloud Communications
Shipping notifications
Call Centre optimization
What else you can do with an SMS ?
Discount Codes
Delivering Cloud Communications since 1991 !
Send numerous discount codes to customers
Challenge : • Company Webshop Sales figures drop • Need to activate existing customer database with
discount codes Solution Provided : • A discount is sent via SMS • SMS Mailer sends SMS’s out to all customers who left
their phone numbers
Advantages, results, ROI for Company : • Increase customer satisfaction and loyalty • Improve Company Sales Figures • Sell unsold inventory
Delivering Cloud Communications since 1991 !
Phone self-service inbound
One-Time Password
Appointment reminders
Alerts & notifications
Automated helpdesk
Satisfaction survey
Automated call campaigns
Debt collection
Crisis communication
Contest & voting
Direct marketing
Cloud Communications
Shipping notifications
Call Centre optimization
What else you can do with an SMS ?
Delivering Cloud Communications since 1991 !
Phone self-service inbound
One-Time Password
Appointments, reminder
Alerts & notifications
Automated helpdesk
Satisfaction survey
Automated call campaigns
Debt collection
Crisis communication
Contest & voting
Direct marketing
Cloud Communications
Shipping notifications
Call Centre optimization
What else you can do with an SMS ?
Transaction Completion
Delivering Cloud Communications since 1991 !
SMS Notifications to customer to complete its online buying process
Challenge : • A customer/prospect puts items in its e-shop basket • He doesn’t complete its buying process Solution Provided : • Company Webshop System collects information about
abandoned transactions • SMS Gateway platform sends a reminder with detailed
information of what remains in the basket • Company offers a discount code on what is in the
basket
Advantages, results, ROI for BPost : • Increase conversion rate • Collect information about buying process • Know what customers/prospects like on your
webshop
top related