When it comes to proactive outbound communications, the term “proactive” means reaching out to a customer before they dial into a call center, helping them self-serve to provide the customer with greater satisfaction and a quicker resolution.
“Proactive customer service is essential to create the best customer experience possible because it goes back to the consumer’s ‘need to know,’” Steve Gass, senior product manager for Proactive Communications at Angel, a provider of cloud-based Customer Experience (CX) solutions, told TMCnet in an exclusive interview. “From an outbound perspective, proactive customer communications gives people information based on what they want to know, when they want to know it, and how they want to receive it.”
Recently, Angel introduced its Angel Outbound Campaign Manager, a Web interface that enables businesses to build, manage and measure proactive outbound customer communications. The cloud-based offering enables enterprises to create a two-way conversation with customers, gain insight into customer preferences and provide a more personalized customer experience.
“Creating a delightful customer experience happens over an entire customer lifecycle, not just at one instance,” said Dave Rennyson, president, Angel, in a statement. “Businesses today need easy-to-use and cost-effective tools to build strategic and proactive customer communication programs that enable two-way conversations and diffuse potential customer frustration.”
Built off of Angel’s CX Builder and integrated with its CX Platform, Outbound Campaign Manager is a self-service tool that does not require coding background and empowers users to design outbound campaigns and manage communication flows across multiple channels.
The Outbound Campaign Manager allows customers to build, launch and monitor campaigns in real-time, so they can see what is happening with their customers as they go through the engagement cycle of the outbound communication. According to Gass, this allows the enterprises to make changes based on the outcomes that they are seeing.
When an enterprise use the Outbound Campaign Manager, it is connected to the CX platform, the CX builder and the CX analytics products to build the campaigns that they want. So now, all of the complexities around when to call, when to send, when to do what is within just one tool.
“They can continue to go through that cycle on improving on the results that they are seeing,” said Gass. “As the enterprise results improve, that means that the customer experience is also improving.”
For instance, the Outbound Campaign Manager allows businesses to send appointment reminders, shipment notifications and account changes to customers via any channel. Additionally, with real-time customer data integrated with the Outbound Campaign Manager, businesses can anticipate customer needs, tailor each customer interaction as well as measure the value of each proactive campaign.
“As a consumer, I want to know that the reason you are reaching me is relevant, that it has real meaning to me, and that it is timely. These three attributes of outbound communication are really what makes it important for consumers to engage,” explained Gass.
The addition of the Outbound Campaign Manager strengthens Angel’s continuous commitment to the cloud, which has given its customers the ability to interact with almost no effort.
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