‘Intelligent’ enterprises are organizations that have embraced the next phase of digital transformation. They leverage automated processes and analytics-based, data mining tools and applications to make better, data-driven decisions.
Such organizations are not only driven by data, but also invest in creating, developing, and utilising artificial intelligence systems to achieve greater cost efficiencies, improve sales and increase customer satisfaction.
Their use of quick and effective business communication tools lead to greater customer engagement and satisfaction, by providing trusted interactions. In other words, they manage to get the right information, to the right target customers, at the right time.
How ‘intelligent’ communication tools for businesses provide a competitive advantage
With quick and effective communication, businesses are able to have more meaningful communications with their customers, leading to improved customer satisfaction. They are able to get the mind share of the customer faster and more easily than their competitors, and become more ‘trusted’ as well.
Let us look at an airline business as an example. Those who alert their passengers well in advance of a possible flight delay or cancellation are perceived as trustworthy. We can also see the benefits in industries such as healthcare. If a medical imaging practice, for example, advises patients on the availability of their reports or upcoming appointments in a timely manner, they are seen as a lot more efficient and trustworthy than a competitor practice whose communication is slow and delayed. Their customer and patient loyalty will always be a lot stronger.
Communication tools for businesses drive greater customer engagement
Businesses that invest in ‘connected’, ‘automated’ and ‘intelligent’ communication processes inevitably build greater levels of customer engagement. It isn’t hard to see why. For instance, if you send a customer something you already know they’re interested in, through the channel, and at the time, you know they prefer, you’re far more likely to trigger a response. They also start to trust that future communications from you will be relevant, meaning they are more likely to engage with it next time, too.
Conversely, if you send a customer a communication they have opted out of receiving (for example, banks legally have to give customers the option of not receiving communications), their trust in your business decreases and that leads to poor engagement from that customer.
Another good example of the benefits of quality business communication tools can be found in the case of online retail companies. If an e-commerce site can automatically tell a customer about their latest offers and discounts within a few minutes of that customer abandoning their shopping cart, there is a higher probability of converting their visit back into a sale. This is because those moments immediately after a cart is abandoned are the best time to re-attract a customer. An automated, ‘intelligent’ communication process can end up making a big difference in this type of scenario.
Soprano is a global CPaaS vendor serving large enterprises and government organizations all around the world, with a 4500+ customer base in this segment. Our mantra always has and always will be ‘Customer-focused product development’.
The Soprano Connect platform is effective for businesses of all sizes and at all stages of maturity, but is targeted mainly at large organizations that require a secure and proven cloud unified communications platform to implement their digital transformation strategy and automate their communication processes.
It is most effective for those businesses that will not compromise on quality of service and are looking for an enterprise-grade platform which is secure by design, highly available (built based on HADR highly available disaster recovery architecture), SaaS-based, regionally located (data sovereignty) and uses the industry’s best SLAs (Service Availability, RPO and RTOs).
Learn more about Soprano Connect here.