Tuesday, 22 August 2017

OpenMarket to transform enterprise customer service with mobile messaging

OpenMarket
Monday 06 October 14

OpenMarket, a leader in enterprise mobile engagement, today announced new mobile messaging solutions to help enterprises deliver a better customer engagement experience. The company’s award-winning Mobile Engagement Platform powers the new customer service solutions, enabling two-way global SMS for immediate and direct interaction at various points along the customer journey…

OpenMarket, a leader in enterprise mobile engagement, today announced new mobile messaging solutions to help enterprises deliver a better customer engagement experience. The company’s award-winning Mobile Engagement Platform powers the new customer service solutions, enabling two-way global SMS for immediate and direct interaction at various points along the customer journey, providing valuable insight, faster response times and lower operational costs.

A recent study revealed the number of active devices worldwide now equates to nearly 93 percent of the world’s population – making mobile the best channel for direct, intimate interaction with consumers around the world. Additionally, ICMI’s mobile customer service strategy survey shows that 68 percent of experts believe mobile improves the overall customer experience.

To meet this changing landscape, many Global 2000 enterprises are using SMS as an integral part of their mobile approach to customer satisfaction. OpenMarket’s Mobile Engagement Platform is a SaaS-based solution, allowing global enterprises to easily create and deploy smart, interactive mobile engagement services worldwide with connectivity to over 200 countries. The platform integrates with an enterprise’s customer relationship management system (CRM), using existing customer data to create automated, personal and real-time mobile interactions with their customers.

The OpenMarket Mobile Engagement Platform is flexible to support a vast number of uses cases across the enterprise, as companies are looking to improve customer service in a variety of ways:

1) Customer Alerts – delivering informative, time-sensitive mobile alerts such as order and delivery notifications, scheduling and appointment reminders, bill reminders, sales offers and urgent notifications such as changes to itineraries or services.
2) Customer Engagement – two-way mobile messaging services boost engagement by gathering customer feedback, administering customer surveys, and providing customer greetings and salutations upon arrival or after purchases.
3) IT/Technical Support – two-way mobile messaging enhances the customer support function through issue tracking and resolution, account activation and updates, help requests and contact centre-to-consumer messaging.

“Customer service is a key differentiator for major enterprises,” said Jay Emmet, General Manager at OpenMarket. “Consumers want to communicate with customer service on their preferred channel, which is mobile, and get quick resolution of their issues. They do not want to wait on hold after navigating an IVR system. Enterprises decision-makers should be leveraging the mobile channel as much as possible to accomplish this goal. By implementing two-way SMS communication through OpenMarket’s Mobile Engagement Platform, enterprises can provide a better customer experience that closely aligns with the increasing consumer demand for mobile messaging interactions.” 


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