5 Ways to Win

with real-time

communicationsThursday, 8 September 16

Real-time communication

= system-generated notifications

BUT DON’T STOP THERE

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You’re sitting at the wheel of

a Ferrari 360 Modena…

…and using it to drive

to the supermarket in

peak hour.

1. Pre-emptive help

• Track incomplete customer journeys and

reach out with a call, chat bot or email to

offer help.

• This could be failure to complete an online

introduction tutorial or not saving a job in a

new software package a week after

purchase.

2. Customer initiated comms

Customers sending SMS containing

keyword ‘Tennis final’.

To be placed on a ticket pre-sales

shortlist for premium members.

Customers LOVE instant

gratification.

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3. Failover communications

• Customers award zero points for

trying to do the right thing.

• You have to have a plan B.

• Automate it. If the email goes

unopened, trigger a call or send

an SMS.

4. Use 2-way comms

• Communication vs Conversation

• One-way message ‘blasts’ are old

thinking

If your serious about customer experience,

always include a reply path. SMS keyword replies,

touchpad inputs, speech recognition.

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5. Cut out the customer

Speak directly to your products and bypass them…

....but let them know so you get the credit

Thank you

For a free Upwire trial head to

www.Upwire.com

Create your own automated SMS,

Voice, IVR and Email comms in

minutes.

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