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Customer Engagement

No one could have predicted a pandemic of this magnitude. The world came to a stop in record time, leaving no time to respond. Economies contracted at alarming rates and communication was forced to embrace an underdeveloped, fully virtual model. Did you know … 66% of companies believe the pandemic exposed the weaknesses in their … Read more

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Learn why its important to avoid customer frustration Research by CMO Council shows us that 73% of customers are getting frustrated when their core needs are not being met, and they cannot escalate to a traditional channel. If their needs are not met, consumers are often considering to move on and spend their money elsewhere. … Read more

We have to accept that the world is different now as a result of the pandemic. Consumer behaviours have changed, and the reality is these changes are here to stay. This has brought on new challenges for retailers who need to find new and relevant ways to communicate with their customers. After all, customer engagement … Read more

A2P messaging (application-to-person messaging) is the process of sending mobile messages from a business application to a mobile user. These messages are also known as professional or enterprise messages. Considering almost 98% of text messages are opened, A2P messages are highly likely to be read – offering a cost-effective way for businesses to increase consumer … Read more

Improving Customer Experience In Finance Mobile Marketing

For financial institutions, how well they engage customers and deliver a great customer experience can differentiate them from their competitors. In 2020, COVID-19 forced customer engagement online, and according to Frank Rohde, President and CEO at Nomis Solutions, “post-COVID, the majority of customers will continue to engage digitally with financial institutions.” Mobile already plays a … Read more

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Within the financial services industry, the pandemic has caused a significant shift in consumers’ expectations, particularly on how they use the services. As a result, finance organisations have had to race to adapt to this rapidly changing consumer behaviour. In this post, we will look at how the expectations of the financial consumer have evolved … Read more

Soprano Adquires Silverstreet

In what has been a year of uncertainty, our vision of providing intelligent and secure mobile messaging solutions for enterprises and governments worldwide, has never faltered. As one of the world’s leading providers of enterprise communications for more than 25 years, I am thrilled to announce our acquisition of Silverstreet – beginning a new chapter … Read more

COVID-19 has been transformative in many ways. But in others it has simply accelerated existing trends. Case in point: digital communication. While most of us are now familiar with the user-facing tech – the conferencing over Zoom or collaborating within Microsoft Teams – the foundation of organisational communication is where the starker transformation has occurred. … Read more

The Growing Role Of Digital Communication In Customer Service

What does good customer service look like to you? At a broad level, the answer to that question is changing – and fast – with the help of digital communication. Until very recently, human contact was seen as the gold standard for customer service; ideally face-to-face, or over the phone where an in-person interaction wasn’t … Read more

COVID-19 has brought us all together digitally. We’ve relied on digital communications like never before with family and friends, internally in the workplace, and in B2C and B2B comms, too. The pandemic has been massively impactful across the business community, and there are quite a few ways in which we have all grown for the … Read more