Solutions for Customer Service

"This era would belong to companies who would be able to create a better customer experience with a marginal
addition to their cost base"

Why create a mobile service channel?

No company can afford to ignore the customer in today's world. Increased competition demands organizations to maintain a relationship with the customer through multiple service channels - both using offline channels and electronic channels.

Today with a huge percentage of the population carrying mobile phones, mobile channel is the best medium to engage the customer and in the process improve the customer stickiness.

Why use SMS over voice?

SMS is gaining the acceptability as the preferred mode of customer service because it has two-way capabilities; it is fast and cheap and is less time-consuming for the service staff.

SMS offers the following advantages as a channel of customer service:-
Instant: No delay even if phone is busy/switched-off

Automated: Automatic relay of critical information

Two-way: Instant processing of customer queries

Cost: Significantly cheaper than other medium

Anywhere/Anytime: Mobile is always in the pocket

Personal: Highly effective as communication to an individual

Bouquet of mobile messaging Services

Alerts/Information

Automatic pushing of relevant and/or critical information to the customer based on configurable business rules

Queries/Complaints

Customers can log in their complaints/queries by messaging at a short-code or long-code, upon which they receive an automated reply or a phone call

Order Booking/Tracking

Customers can book the orders and track the delivery of orders using Pull based services

Service

Customers can be sent birthday greetings etc. and informed about new schemes, discounts and service renewal

SMS provides a cost effective means to engage the customer and build a long-term relationship.