Customer Experience Management And Automation

Customer Experience Management and Automation Means Doing More For Your Customer With less Time And Effort

No matter what your business, clients, patients, and customers want to have a satisfying experience, and they want it quickly. 

They get impatient when they leave a voicemail for a business and don’t get a return call right away.

If they sign up for a free giveaway of information, they want it instantly.

Many customers want faster responses than the business can sometimes provide.  This is particularly true of businesses without a customer service staff, and particularly harmful when new prospects contact you expecting a response, or when an existing customer needs help.

These types of problems can be solved with Marketing and Engagement Automation Tools

Proven Customer Experience Management Tools

Text Enable Your Website

Consumers frequently check text messages – more than any other app on their phone.  They value two-way conversations and like the capability to text businesses.

When a visitor lands on your website they should have more than one option of how they can communicate with your business.   Across all industries, communicating with and converting visitors are the most important roles of the website. 

If your business goals include increasing sales, generating quality leads, converting more website visitors into frequent buyers, and better serving your customers, then now is the best time to implement better, more automated communication tools.

Why Text Enabling Your Business Landlines Grows an Online Presence

If you’re not text enabling your business, you’re missing out on a strong growth trend in customer engagement.  In all likelihood, a prospective customer or client has already tried to text your landline.  If the landline isn’t text-enabled, they received no response from you.

Here are a few facts to think about:

• Text enabling your business landline creates a familiar and preferred means of communication with your customers, clients, and patients.
• Text and Text/Chat functions make it easy for people to engage with your business.
• While not everyone has a smartphone with internet access, 5 billion people in the world can send and receive SMS messages.
• 75% of consumers are OK with receiving SMS messages from brands (after they’ve opted in).
• SMS (Text) messages have a whopping 98% open rate.
• Text messages have a 209% higher response rate than phone, email, or Facebook.
• 90% of SMS messages are read within 3 minutes.
• Consumers redeem SMS-delivered coupons 10 times more than other types of coupons.

Making your business text-friendly is all about improving communications and creating more, happy, engaged customers in a way that directly impacts your bottom line. Here are just a few of the practical ways to use texting in business:

Service & support
Resolve customer issues and increase productivity with lower call volumes and faster daily operations.

Marketing & Promotions
Improve engagement and generate new revenue through text marketing. Promote contests, events, sales, and campaigns.

Billing & Collections
Remind customers of upcoming payment deadlines customers of late payments.

Sales
Prevent leads from going cold by integrating texting into your CRM. Easily schedule calls and send meeting reminders.

IT’S MORE THAN JUST TEXTING

In addition to just text capability, there are other ways to enhance your business using the framework of managing texts and chats through a central dashboard located on your PC, laptop, tablet, or smartphone.

Some of those features include:

• Autoresponders
• Automatic Google review requests
• Text “keyword” to the number to initiate promotions, discounts, and other benefits
• Appointments and appointment reminder systems
• Integration with CRM’s

Many businesses struggle with missed customer appointments.  They are lost revenue opportunities.

Text Engine can reduce the number of missed appointments by creating appointments and sending text notifications.

Set Up Direct Web Chat With Customers

Chatting online through your webpage with customers is a great way to improve customer service.  People like this real-time form of communication.   Recent studies show that if a visitor engages with a live chat agent, they’re 2.8 times more likely to end up purchasing a product.

Adding this capability to your website using a central dashboard is easier than you think and often better than having customers go through phone trees and voicemail.  Our Text Engine service can do that for you.

Ask us about our web chat technology.

Use Chatbots To Add A Unique Customer Experience

Until recently, only companies with deep pockets could afford to develop a fully functional bot for any purpose.  Thanks to software developers on platforms like ManyChat, there are now effective, affordable chatbot options for local businesses.

For our clients, we have focused on specific local marketing chatbots that help local businesses to grow and stand out from the competition. Here’s a list of Facebook Messenger chatbot building services we find most useful for local businesses:

1. Birthday Clubs – Month after month, this bot attracts people having an upcoming birthday to a restaurant or service with a special offer.  Its many benefits include more new customers each week, and email or SMS list building.
2. Viral Giveaway Bots – generates new customers quickly, and with very little ad spend. People enter their email and phone number to enter a contest for a giveaway – a gift card, free meal, or another service like a massage, oil change, etc.   This builds a buzz for the business and builds a list that you can monetize forever.
3. Coupon System –  brings coupons from online offer sites and mailers into the social space where the customers are. It’s targeted, digital, and helps a brand generate new customers and keep existing ones with a trackable ROI.
4. Review Automation – plays a key role in a client’s reputation management strategy. By allowing customers to review the product or service in the bot, you can filter less than stellar reviews and reach out to those customers so they don’t leave negative feedback online. You can also send positive reviewers to the platform of your choice so they can leave those reviews where they’ll make the most impact.
5. Loyalty System – Every time a customer comes in, they can scan a code, tap an NFC-enabled tag, or use any of the other bots to get points for the visit. This system is flexible and works for nearly any retail business or service like spas, restaurants, automotive, whatever.  There are no apps to download and no crappy paper punch cards! Every action is recorded so you can track a customer’s lifetime value through the loyalty system.
6. Pre – Launch list build.  Before a new product is launched, or a new business opens, build excitement and a prelaunch contact list by offering something of interest or value and getting social media shares.

Let us know if we can help boost your marketing and social media presence through an affordable, custom chatbot.

Customer Loyalty Program

Did you know that most small businesses revenue doesn’t come from new leads but from repeat customers?

Small businesses are struggling today and don’t fully understand how SEO, fancy videos or PPC can help them keep their doors open.  But they do know that customers love free stuff or to be in a VIP status. 

Customer loyalty programs are another powerful marketing tool. 

We can provide a complete online rewards or gift card system and app. Contact us today

Create A Branded Mobile App

What began as a platform largely intended for gaming soon changed into one applicable to businesses large and small.

But today, it’s not enough for businesses to have an app simply for the sake of having one. An app that only provides basic information never gets updated, or doesn’t allow for user interaction is an app that will rarely get the attention of users – no matter how much the business running it markets it.

MOBILE APPS ARE A POWERFUL LOCAL BUSINESS MARKETING STRATEGY

Recent data shows that people spend the majority of their mobile time using apps, and not mobile websites:

Some of the main features of the mobile app provide a convenient way to build your local business or brand.  You’ll be able to:

• Create and send coupons to your subscribers
• Easily create loyalty programs
• Integrate all of your social media into your app
• Send push notifications announcing special events
• Include products and services videos and images
• Include important information pdf’s
• Integrate locations and Google maps
• Collect reviews
• And more