69% of consumers prefer communicating with brands over text messages versus calls. Communicate with customers over their preferred channel to improve satisfaction and engagement scores.
Improving Your Customer Care
Understand your customer needs and personalise their experience at every customer touchpoint to stand out from competition.
Improving customer service
Traditional customer services is time consuming and expensive. The digitalisation trend has shifted customer expectations which means they expect brands to be available 24/7 with a multichannel approach.
Engage with your customers on their preferred channel at the most convenient time.
Make it easy for your customers to talk to you. With an omnichannel strategy, a conversation initiated by phone can be continued on any channel of choice.
Customers don't want to wait on hold or sit in long queues for answers that could be provided quickly through the use of an intelligent chatbot. Serve those you can with automation and keep human resources for more complex quieries.
Popular for Customer Care
Take a look at just some of our UK customer's top channels for customer care solutions.
WhatsApp Business API
In many countries, the preferred communications channel is WhatsApp. It is quick and easy to communication whilst on the go. WhatsApp is now being adopted by enterprises so they are available where their customers are.
Due to the intuitive 'chat' application, this is an easy channel to engage with customers.
In a customer service context, super uses cases include sending documentation and images, how-to videos, starting an insurance claim, and many more.
SMS is ubiquitous as it doesn't require a data connection. SMS does not require an app to be downloaded or updated and is available globally to anyone with a mobile device.
SMS is perfect for sending customers essential information reliably and personally:
Notifications about order and delivery status and pick-up information
Account balance inquiries and booking confirmations
Appointment changes such as delays and reminders
Create high engagement and satisfaction
Messages can be both transactional or promotional – text only or include multimedia content like images, buttons, or stickers
Two-way communication and user-initiated messages for customer care and quick responses
Automate your conversations with chatbots and allow the conversation to flow 24/7
Create an engaging and branded business profile. With a power search, users can find your brand and start a direct conversations and seek the support they require
To understand how LINK's customer care solutions can cater to your needs, get in touch with us today for a consultation!