Tipo: Component Page
Tipo: Product
Recognized for Completeness of Vision and Ability to Execute, Atlanta, USA and Stockholm, Sweden – September 20, 2023 — Sinch, which powers meaningful conversations between businesses and their customers through its Customer Communications Cloud, today announced that the company has been positioned as a Leader in the first 2023 Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS). The evaluation was based on specific criteria that…, Gartner disclaimer , GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users…, About Sinch , Sinch powers meaningful conversations between businesses and their customers through its Customer Communications Cloud. More than 150,000 businesses – including many of the world’s largest tech companies – rely on Sinch and its global super network, which is the most secure and reliable network for messaging, voice and email. Sinch has been profitable and fast-growing since it was founded in 2008…
Tipo: News Article
Tipo: Component Page
When someone moves through an omnichannel customer journey with a brand, they’ll use many channels. They might receive a marketing email and then a text message for a reminder or a confirmation. They might engage with customer service via voice, video, or chat. They might even interact with chatbot or voice bot. The ideal omnichannel customer journey is a seamless, connected customer experience.…, 6 steps in the omnichannel customer journey, Every customer buying journey is unique. When people come to your brand, it’s up to you to meet their expectations in their channel of choice. Here’s a look at a customer’s typical purchasing journey and how an omnichannel approach can help them every step of the way., 1. Researching and consuming content, From the outset, the customer starts looking for solutions, using search engines to find and gather helpful info from experts and thought leaders. With phones never far from reach, mobile engagement is crucial to capturing new customers in their exploratory phase - and locking in their interest., 2. Considering and comparing, Before deciding, the customer weighs their options and debates which brands to trust. While they’re taking in information about your brand and offerings, it’s a critical time to present a solution. For example, 92% of people that Sinch surveyed said they want a chatbot feature to help identify the in-store availability of a product they’re researching online. You can also offer a coupon for that…, 3. Purchasing, It’s decision time. The customer gives something up (time, money, etc.) to solve their problem and get what they need. Whether they make a final purchase in a physical location, on the web, or in a rich message through a social channel, this phase should offer a standout, convenient experience that meets the customer in the moment of need., 4. Onboarding, Finally, the customer has their solution. Now they need to learn how to use the tool to solve their problem, or they might abandon the journey for a different path. By offering support features like chatbots and live assistants, you can make sure customers are supported throughout the purchasing experience and set them up with clear expectations for what will come next., 5. Adopting the product, Once you’ve successfully onboarded, it’s time for the customer to get used to the product and adopt it for themselves - this is where checking in is key. Gather customer feedback and continually improve CX by creating opportunities for simple future interactions (and even future purchases)., 6. Returning with loyalty, The satisfied customer goes back to their everyday life with a positive story to share with others. One easy way to naturally build loyalty is by showcasing examples of customer success during the purchase process. If you have case studies or customer stories, share them with new and prospective customers. Keep communication regular, checking in for support opportunities and chances to adopt new…, 3 reasons why your business should focus on the customer journey, The reality is that the more work you put into mapping your journey and making it as frictionless as possible, the more rewards you’ll reap. Here are the three top benefits of focusing on an omnichannel customer journey., 1. Better customer behavior insights, With an omnichannel strategy , a customer journey map gives you an overview of customer behavior and insights that can help improve your business. Take Nissan , for example. By leveraging CRM and personal mobile messaging campaigns for more detailed insights, they boosted engagement by, nearly, 500%, !, 2. Higher customer retention, By focusing on the journey and highlighting areas of improvement, your business can create a unique, engaging CX that increases satisfaction and boosts retention. Customers crave authentic conversations - they build up loyalty that keeps them coming back again and again., 3. Boosted customer value, Omnichannel customers are more valuable to businesses - they’re likely to spend 10% more online versus customers restricted to just one channel. When you look at customers who receive rich multimedia mobile messaging and personalized content, it’s clear that real added customer value is easy to achieve and manage., Mapping a frictionless customer journey, The journey depends on the channels customers use. A true omnichannel journey has a frictionless shift from channel to channel, creating a familiar experience where you’re not in the dark about your customers’ needs., 1. Identify channels, Part of an omnichannel strategy is determining customer preference. Each step should be convenient for customers - not just your business - so aim to connect with people on the platforms they use daily. For example, in-message replies are important to 90% of customers , so two-way chat is crucial in your omnichannel strategy. Sinch can help your business synthesize customer data to identify your…, 2. Lay out the journey, Now that you’ve identified the most important touchpoints for your customers, you need to develop a strategy and meet them there. Consider mapping with a flowchart to visualize the journey for yourself and pinpoint places where communication will be key in moving the journey forward. Do you experience lots of cart abandonment? Finding trouble spots can help you quickly address them and implement…, 3. Strategize communications, Communication is critical to keeping valuable omnichannel customers. For disengaged customers who don’t often use your app, you might need to draw them in with a lucrative marketing offer. Highly engaged customers will seek out their own communication path on their preferred channel. With Sinch, you can manage cross-channel communication that provides more value to users where they expect it., 4. Connect your targets to your goals, To fully capitalize on the knowledge from a connected customer journey, you should connect your journey’s targets and goals. Some questions that help connect those dots include: What metrics are most important to your omnichannel strategy? Do you know your ROI on each channel? What’s your customer's lifetime value? Can you map customer satisfaction over time, and is it improving? This connection…, Customer journey use cases, Customer journeys can be overwhelming. At Sinch, we’re all about keeping things simple. We get that sometimes it’s easier to connect "techy things" to reality for a better picture of their impact on someone’s life. Keep reading for a real-world example of how an omnichannel approach can make a difference., The customers:, Thirty-two-year-old Ryan Patel works in corporate IT and is very tech-savvy. He always has his phone and researches nearly every purchase he makes. Twenty-nine-year-old Angie Patel is pregnant and plans to work until a week before her due date. She needs help keeping track of all the appointments leading up to the big day. Angie is an active social media user and posts on Instagram daily. She’ll…, The brands:, Athena Women’s Care Clinic:, This regional healthcare provider specializes in serving women throughout their pregnancy. It uses groundbreaking treatments, cutting-edge technology, and a human touch to give expectant mothers all the care and attention they need., Bambino baby products:, Millennial parents love this brand’s stylish, sustainable options and its exceptional e-commerce experience. This brand will act as an ally that provides tools for reliable customer service. Let’s dive in and learn how these two brands use omnichannel customer support to help this young couple navigate a massive life change. We’ll use the steps of a customer’s journey to call out omnichannel…, Touchpoint #1: Email marketing automation, Ryan and Angie sign up with Athena Women’s Care and get a welcome email congratulating and encouraging them. Because they filled out a form on sign-up, all the emails in the series that follow are personalized and help guide the couple on what to expect as first-time parents. The right message delivered at the right time helps calm the Patels’ worries about being first-time parents. It also…, Touchpoint #2: Appointment confirmations and reminders, Ryan and Angie opt for appointment confirmations and reminders over MMS when they set up their account with Athena. These multimedia reminders prove helpful in balancing busy schedules with the demands of pregnancy. Plus, they never miss an appointment and can reschedule if needed. Opting out is always an option if it gets too much, though. Athena Women’s Care offers a birth coaching service for…, Touchpoint #3: Telehealth video calls, Athena has in-app video calling so doctors and specialists can meet patients as safely as possible. It’s a popular way to meet because it fits into busy schedules, reduces costs, and cuts down on no-shows. All Angie has to do is log in to the app and click a button to start the appointment. After their first doctor's appointment, the Patels crossed the threshold into the universe of expectant…, Touchpoint #4: Conversational selling, It's not long before Angie has questions, so she messages Bambino on Instagram about a crib she likes. She then places her first order via Instagram, thanks to conversational commerce . Angie has a positive conversation with the brand via a chatbot . The conversational AI helps with customization, answers her questions, and even cracks a joke. Angie buys some sheets and a changing table that…, Touchpoint #5: Order confirmations and shipping updates, Every time the Patels buy something online, they get a message or an email to confirm. These messages act as receipts and provide helpful tracking information. Ryan also uses SMS to reschedule a few deliveries. Some order tracking emails include real-time shipping updates; others ask for satisfaction ratings or reviews. Sometimes, brands will bring challenges. In fact, customer frustration is the…, Touchpoint #6: Customer service chats, First, Ryan contacts the Bambino chatbot on WhatsApp for help. But he’s still confused, so the bot transfers him to a live support agent. Now, Ryan can have a two-way conversation with a human being; he can send pictures and get help. The Bambino agent already has Ryan’s purchase history and can see the chatbot conversation because it’s all integrated into a CPaaS platform. No time gets wasted…, Touchpoint #7: FAQ and beyond, Athena Women’s Care has a chatbot to answer common pregnancy questions. They found it helps cut call volume while still giving patients trustworthy and timely information. Angie learns the answers to her pressing questions; if she’d had a more complex question, the AI in the chatbot knows when it’s time to transfer her to a live healthcare professional for help. If that happens, the healthcare…, Touchpoint #8: Password resets and verifications, Angie requests a password reset in the app and can choose to get a one-time passcode via SMS or a flash call on her Android smartphone to verify her identity. With the former, she’ll have to enter it into the app manually, and with the latter, a quick call to her phone will allow her to get access seamlessly. Not only is the experience painless, but it also builds trust in the brand. Angie knows…, Touchpoint #9: Email nurturing, Once Athena Women’s Care gets the update about Angie’s pregnancy, they include the Patels in a new tailored subscribers segment. Now, the Patels get personalized emails on giving birth to twins. It also connects them to a local parent support network for parents of multiples. Of course, the Patels will need to do more online shopping now. Some of their new baby products, like the stroller, won’t…, Touchpoint #10: Returns, exchanges, and repeat purchases, Ryan goes to his email inbox to find and print return labels for products still in boxes. For things he’s already put together, Ryan finds the order confirmation email, clicks on the embedded “click to WhatsApp” button, and starts a conversation with a customer service representative at Bambino via WhatsApp. Angie prefers SMS for customer communications, and with an omnichannel strategy, that can…, Touchpoint #11: The final communications, The couple meets with Angie’s doctor and birth coach on a video call to discuss the birth plan. They discuss everything from pain medication to the lighting in the room during delivery. Because this call happens on the clinic’s platform, sensitive medical information is 100% protected. Since the Patels have a scheduled delivery, Athena Women’s Care sends a few reminders ahead of the big day.…, Create better customer experience strategies with the right omnichannel tools, Every customer journey has a beginning - do you know where yours is? Download the full Omnichannel Hero’s Journey PDF completely free (we won’t even ask for your email address!) to find out more about creating better marketing strategies, plus more insights on: Building a top-class customer journey Using a B2B omnichannel strategy Boosting the customer experience Starting out with omnichannel…
Tipo: Blog Article
In 2023, the concept of digital transformation might sound like a thing of the past, but the truth is, it’s a never-ending process of learning and adjusting digital resources to shifting customer expectations, business needs, and new technology developments. From conversational AI to messaging channels and social apps, customer engagement tools represent an ever-growing part of companies’…, First things first: What is a CPaaS provider? , CPaaS (Communications Platform as a Service) is a cloud-based platform allowing businesses to easily integrate real-time communication capabilities into their existing applications and legacy platforms through APIs, without having to build or manage any complex backend infrastructure. The communications APIs CPaaS providers typically offer include: Messaging APIs — for transactional and…, What’s driving the adoption of CPaaS solutions? , Long gone are the days when people were OK running from store to store to find what they need, holding in a call center queue forever, or emailing customer support and waiting days to get questions answered. Fortunately, gone too are the days when businesses had to spend a lot of time, effort, and money creating and evolving complex legacy communications infrastructure or stitching together…, Simplicity , With CPaaS, no need to manage your own communications infrastructure. No need for an entire IT department to get up and running either. Using the provider’s APIs and SDKs, developers can quickly and easily integrate real-time communications features into their applications and systems. , Cost , CPaaS solutions eliminate the costs associated with evolving legacy systems. Instead, businesses can build the exact setup they need and only pay for the features they use. And because CPaaS vendors manage high volumes of communications, they can derive better deals from telecoms and channel providers and pass those savings on to you! , Flexibility and scalability , Communications APIs make it easy for businesses to customize, scale up, and upgrade their comms stack with new channels, features, and capabilities. Plus, global connectivity means businesses can easily expand their reach to new markets and audiences. , Omnichannel readiness , Communicating with customers across channels can be overwhelming. CPaaS providers solve the complexity of omnichannel communications with tools that bring multiple channels under one roof. The result is a consistent, more valuable experience for customers across their journey, no matter the channels they use. , Security and compliance , With digital fraud on the rise , trust and security have become the building blocks of customer engagement and loyalty. The right CPaaS provider will ensure all your communications are secure and compliant with data privacy rules and regulations, no matter where your audience is. Most CPaaS providers also offer multi-factor authentication solutions to help businesses secure sign-ups and logins…, How CPaaS solutions help drive value across the customer journey , There’s no doubt about it: Meaningful, seamless customer engagement is the key to better customer experiences, long-term customer loyalty, and sustainable growth — and CPaaS is how brands can make it happen. Here are some examples of how businesses can leverage CPaaS solutions to deliver value and maximize opportunities throughout the customer journey: , Messaging notifications, reminders, and offers , Make sure customers never miss an appointment or a delivery by sending them timely messaging notifications. Even better: Turn one-way notifications into two-way conversations to give customers the opportunity to reply in-message, and, for instance, reschedule a delivery or ask questions about a recommended product. Research found that 90% of customers want to have two-way conversations with…, Email marketing automation and nurturing , Send the right emails at the right time and hit the inbox every single time. From welcome emails to abandoned cart notifications, and personalized nurture campaigns, the right email API will help you build successful email programs and drive higher customer lifetime value. , In-app video calls , Whether it’s a telehealth appointment or a meeting with a financial advisor, in-app video calling allows businesses to connect with their audience in a convenient way while retaining the human touch and reducing costs and no-shows. A true win-win! , AI-powered support , Provide five-star, always-on support on your customers’ favorite channels. Conversational AI applications leverage the power of NLP (Natural Language Processing) and NLU (Natural language understanding) to provide instant, helpful answers to customer queries. The result? A seamless, human-like experience. Bonus: Customers who require real human assistance can automatically be transferred to a…, Conversational commerce , Today’s customers expect more convenience than ever before, so if they’re seeking support or asking questions on WhatsApp or Instagram, why not let them complete their purchase on the same channel? That’s the beauty of conversational commerce. , Toll-free numbers , Sometimes, a good old phone call is still the best way forward. Let customers call you toll-free and text you on the same number if they have questions. , User verification , Make a logins and sign-ups smooth and secure with user-friendly mobile-based multi-factor authentication , whether it’s SMS one-time passcodes , flash call verification , data verification , or phone call verification . Pro tip: Blend multiple authentication methods to increase security while optimizing CX and costs. , How to choose the right CPaaS provider for your business , The CPaaS market is growing, but it doesn’t mean all vendors have everything it takes to power reliable and secure communications at scale. We’ve compiled everything you need to look out for in a CPaaS provider below. Take a look and choose with confidence! You can also download it as a PDF here . , 1. API range and features , Customers expect personalized , real-time interactions with brands on the channels they already use. This means you need a provider with a range of APIs spanning all channels — yes, even if you’re not using all of this today, because you never know what the future will bring! Ask yourself — and potential providers — this: Can you easily upgrade to omnichannel? Can they provide demonstratable…, , 2. Support and community , You need a partner who can provide quick, efficient support in case things go wrong — and preferably, one who can do so 24x7! Check the vendor’s response times, contact options, and processes for fixes and updates. Take a look at the vendor’s user community and forums to see how they’re supporting their user base. Check how the vendor support its customers during integration and onboarding…, , 3. Network infrastructure and reliability , When it comes to CPaaS, experience is of the essence, as are a global network and direct connections with mobile operators worldwide, because this is what ensures that messages get delivered, that emails reach customer inboxes, and that calls are connected with the best voice quality. So, make sure to check the following: How long has the provider been on the market? Does it have a carrier-…, , 4. Integration and user experience , Selecting a partner with tools you can integrate and work with effortlessly is also crucial: Are the vendor’s APIs easy to integrate with your existing tools? Can you easily add more channels to your communication mix in the future? Does the vendor have native integrations with CRMs, ERPs, e-commerce and marketing platforms, and other tools your business is using? , , 5. Security and privacy , Data security isn’t something you can compromise on. Make sure your provider will keep your business and customers safe: Does the provider have certifications demonstrating its expertise in data security? Is the provider compliant with all local data laws and restrictions of the markets where you operate? , 6. Cost and general conditions , Cost is of course an important consideration when choosing a new vendor, but keep in mind your current requirements might change: What does the vendor bill for its services, and what are the taxes and fees applicable? Is the vendor able to adjust its costs and pricing to your needs? Is there a contract? How can you get out? , , 7. Growth and flexibility , You never know what the future holds, which is why you need a partner who can grow and scale with you: Does the vendor have local and international reach and expertise? How easily can you access new channels and services? How much will it cost? Is the vendor driving innovation by regularly adding new channels, features, and security and platform capabilities? , , 8. Market research and customer reviews , Don’t just take their word for it. Look at what existing customers and industry experts have to say! , Agile, meaningful customer communications — without the complexity , CPaaS has taken the communications world by storm in the past years, helping brands bridge the gap between customer expectations for flawless, always-on interactions on their favorite channels and the experiences they can realistically deliver. With best-of-breed solutions for messaging, voice, email, video, verification, and more, Sinch is in a prime position to help businesses create a…
Tipo: Blog Article
In a time where you can get nearly anything you need quickly by using your phone, people don’t just want convenience — they demand it. When they’re dealing with a brand, they expect interactions to be easy and seamless. Over the last few years, brands have turned to multichannel and omnichannel communication to better meet that demand., Multichannel and omnichannel strategies let people interact with a brand on many channels. The two differ when a customer wants to move across two or more channels. , While a multichannel marketing strategy covers several different channels, those channels are basically independent of each other. If your customers only used one channel, this wouldn’t be an issue, but people tend to move across channels as they learn more about a brand. With an omnichannel marketing system, a unified sales and marketing strategy keeps engaging customers wherever they are,…, What is multichannel customer engagement?, Multichannel customer engagement focuses on reaching customers in their preferred channel., The goal is to offer personalized information that promotes a brand’s products. , Pros of multichannel, Reaching customers where they are Clear paths of communication Take advantage of benefits different channels have to offer, Cons of multichannel, Product-focused Difficult to change between communication channels Each new channel requires new assets and strategies Not ideal for businesses with many channels who want to provide a great UX across a large number of channel, How does multichannel work?, When a customer opts into a channel that is a part of a multichannel customer engagement system, they’ll receive notifications and offers only through that channel, email, or SMS. Multichannel gives your company a wide reach because it’s available on many different platforms, but each channel basically exists on its own. Put another way, if a customer opts in on one channel, then joins another,…, What is omnichannel customer engagement?, , Where multichannel customer engagement separates customer interactions with a brand,, omnichannel, customer engagment, combines and keeps tabs on customers across all channels. This builds a more consistent experience throughout the customer journey and can help you create personalized campaigns based on purchases and conversation data. The result? Higher engagement, improved customer loyalty, and increased conversions. , Pros of omnichannel , Customer-focused Flexible communication options Seamless transitions between channels Easily scalable, Cons of omnichannel , Not always necessary for businesses whose customers use one or two communication channels to interact., How does omnichannel work?, Omnichannel is all about creating a seamless customer experience by integrating branding, messaging, and both online and offline touchpoints across any channel they use. It's like making sure everything flows smoothly as consumers move through the sales process, connecting all channels, platforms and devices. Nowadays, consumers have so many ways to connect with brands, like social media or…, Comparing omnichannel and multichannel marketing, Here's a look at how omnichannel and multichannel marketing function., Omnichannel marketing is a customer-centric approach, that seamlessly connects all channels, platforms and devices. , Multichannel marketing is a product-focused approach, that users the customer’s preferred communication channel. Both strategies are pretty great. But, if we want to know which is better, let's see how they compare in two key areas: customer engagement and customer experience., Customer engagement, With a multichannel strategy, the goal is to give your brand more opportunities to connect with your customers and increase reach - each channel is optimized for conversion and engagement. But if a customer engaged with more than one of these channels, the experience might not be seamless. Because an omnichannel strategy puts the customer first, it gives them a more tailored, continuous, and…, With an omnichannel strategy, you’re creating a smooth path for customers to interact with your brand, from initial engagement to purchase to support. , Customer experience, Customer experience in a multichannel system is all about sharing your brand’s message and the benefits of your product with as many customers as possible across as many channels as possible with the ultimate goal of conversions. , An omnichannel customer experience is built around understanding the client, then creating a better experience across platforms. By making customers the center of your marketing and sales efforts, you can create better experiences. , This kind of customer experience offers the convenience people demand while helping your team members understand customer needs., What are the benefits of integrated channels?, With several tools available for omnichannel marketing, there are many benefits of creating and using an integrated channel strategy. You can create a more consistent customer experience across channels, gain and implement data-driven insights, and increase marketing ROI. , Seamless and consistent customer experience, Uniting and routing traffic through a single point creates a seamless, omnichannel experience. A single API with marketing, conversational AI, and live chat tools makes it easy to deliver consistent and satisfying experiences across a customer’s entire journey. No matter which channels a customer is using, they can pick up where they left off because your channels work together. Some of the…, Data-driven insights power customer engagements, With an integrated system, you can use data gathered to better meet customer needs. This means that you can build campaigns based on actual data and behavior. Such personalized campaigns improve brand loyalty, convert better, and have higher levels of engagement., Increase ROI with the right tools, Another great benefit of an integrated or omnichannel approach to your marketing and customer engagement strategy is increased ROI. Building a solution that allows customers to engage in the ways that they’re most comfortable with, doesn’t just mean greater customer satisfaction and retention is a possibility, it's inevitable. , Build powerful customer relationships, The suite of Sinch marketing tools has everything you need to gain, grow, and maintain relationships with your customers. Create consistent messaging and branding that carries across channels, and naturally nurture a customer’s journey. , Supercharge your sales using customer data, Integrating customer data across all of your marketing, support, and sales channels means better sales figures. Omnichannel sales are less likely to slip away thanks to many client touch points. Plus, every sale creates another opportunity to learn more about your customers and when you know your customers well, it’s easier to meet their needs. , Increase engagement with conversational marketing , Conversational marketing is an excellent option if you’re trying to create a streamlined and seamless experience for customers. This extends into how you support them during the exploration and buying process. Omnichannel customer support is more efficient than simple outbound marketing because you are available to answer questions at the moment when your audience’s interest has spiked – the…, Omnichannel vs. multichannel: Which is best? , , Retail, Omnichannel retail is all about providing a seamless and interconnected experience for customers across various touchpoints. This includes channels like email, social media, texts, apps, phone calls, and ads. The goal is to streamline the entire customer journey, from initial contact to making a purchase and receiving ongoing support. Studies show that omnichannel shoppers tend to spend more,…, e-commerce, When it comes to e-commerce, you need to do more than just be present on different channels. Multichannel e-commerce offers various channels for customers, but they work independently. Omnichannel e-commerce, on the other hand, takes it up a notch. It creates a seamless and connected experience for customers across all channels, ensuring their journey is smooth and uninterrupted. Imagine a…, Future-proofing your organization , For your business to continue growing, it’s more important than ever to adapt and meet your customers where they are. An omnichannel marketing strategy is perhaps the most important step to take in preparation for how your customers will communicate with your brand today and tomorrow. Now that you have a better understanding of the difference between omnichannel and multichannel customer…
Tipo: Blog Article
Tipo: Product
Tipo: Product
Tipo: Product