Wednesday, 26 July 2017

Mobile Journeys from Esendex transforms user engagement

posted by Sarah on behalf of Esendex
Wednesday 14 October 15

The launch of Mobile Journeys, from Esendex, a leading provider of intelligent and transactional messaging solutions, will transform how businesses can easily and cost effectively connect with their customers by harnessing the untapped power of the smartphone as a customer engagement interface. Mobile Journeys, a next generation intelligent messaging solution, accessible from any smartphone - or Internet enabled mobile device - allow businesses to guide customers along secure, personalised but controlled online journeys to process a payment, complete a form, provide feedback on a new product or service, respond to a marketing campaign and much more. Mobile Journeys take customers to where businesses want them to be to do the things they want…

The launch of Mobile Journeys, from Esendex, a leading provider of intelligent and transactional messaging solutions, will transform how businesses can easily and cost effectively connect with their customers by harnessing the untapped power of the smartphone as a customer engagement interface. Mobile Journeys, a next generation intelligent messaging solution, accessible from any smartphone - or Internet enabled mobile device - allow businesses to guide customers along secure, personalised but controlled online journeys to process a payment, complete a form, provide feedback on a new product or service, respond to a marketing campaign and much more. Mobile Journeys take customers to where businesses want them to be to do the things they want.

“The customer engagement marketplace is evolving. Businesses need to cater for the ever increasing number of smartphone user customers who are accustomed to living in an ‘always online’ world and not only expect but demand to interact with who they want, how they want, when they want,” said Geoff Love, Esendex’s CEO.

“Mobile Journeys deliver customer engagement solutions, right to customers’ fingertips, that meet this requirement by allowing customers to engage with businesses in exactly the same way as they now interact with each other, via their smartphone,” Love continued.

“By engaging with our customers in the way they now expect in 2015’s smartphone society and by guiding them to successfully provide feedback, which we as a company need, Mobile Journeys will enable us to gather vital insight across our entire business model,” said Siobhan Duffy, Commercial Director, Hire Station, a tool hire service provider for industry, construction and DIY. “Mobile Journeys will be an invaluable tool in improving our customer engagement and therefore our customer service.”

Hosted on Esendex’s robust, secure and flexible mobile content delivery platform, underpinned by a high performance workflow engine, Mobile Journeys are activated via SMS, e-mail, web link or from printed or offline materials. Its versatile and flexible product suite will benefit Esendex’s clients, of all sizes across all sectors, by providing solutions to meet the mobile customer engagement needs and expectations of their customers:

Mobile Payments – for secure payment transactions i.e. to settle a loan, pay insurance, Council Tax bills, etc. Esendex is PCI-DSS and ISO27001 accredited providing complete peace of mind around security issues.
Mobile Forms – to collect any information needed from customers i.e. personal or business details, financial commitments or income and expenditure details.
Mobile Surveys – to solicit customer feedback on a product, experience or previous interaction.
Mobile Promotions – to market a new product, service or initiative.
Mobile Campaigns & Showcasing – to carry out any promotional or marketing campaign activity to generate sales.


One of the most important advantages of deploying Mobile Journeys as a customer engagement interface, rather than customers accessing a website, is that the online journey is controlled. The risk of customers becoming distracted and veering from the path businesses want them to take is eliminated. Customers are guided to the desired outcome and a successful call to action.

Crucially, Mobile Journeys provide the ability to track, monitor and report on a customer’s individual journey. By delivering valuable analytics businesses can see where improvements are needed to further enhance the customer’s experience, increasing successful journey completion rates.

For those businesses looking to deliver a multi-channel customer engagement strategy, Mobile Journeys can be seamlessly integrated with Esendex’s existing intelligent and transactional messaging solutions including: inbound and outbound SMS, SMS Chat, IVR, voice broadcasting and voice call backs.

“Mobile Journeys are available as off the shelf Foundation Journeys with an initial set up fee of around £1,995.00 followed by a simple monthly pricing structure starting from £495.00, or can be configured to meet individual business requirements,” added Love. “We are offering Mobile Journeys as a completely managed service, but it can be branded so that businesses are able to retain brand management consistency in line with their existing customer engagement channels.”

The applications for Mobile Journeys are numerous. The return on investment (ROI) extends across the complete product suite and includes: reduced overheads when compared to the ever more ‘old fashioned’ traditional methods of customer engagement (telephone, e-mail and mail), the alleviation of pressure on resource by the automation of expensive resource and cost hungry, complicated paperwork processes.

Offcom’s 2015 Communications Market Report confirms that the UK is now a ‘smartphone society’. Smartphones have become the hub of our daily lives. Now in the pockets of two thirds of UK adults (66%) up from 39% in just three years, they are transforming the way we communicate.

“The smartphone is today’s customer’s communications device of choice. If businesses are not thinking about how to use this interface to drive effective customer engagement then they must be prepared to see their customers swiftly move to those of their competitors who are,” concluded Love.

To experience a Mobile Journey enter this url into your smartphone's browser https://ems.ese.pm/VW5


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