Significance of SMS Service in Customer Experience
SMS services have always played a significant role in customer engagement services across all verticals. It has yielded the highest returns in terms of investment and has domination over emails, calls, and various other marketing strategies. As a result of which all organizations focus on optimizing the tool for their customer services. Emails, chat, voicemails, SMS- each have their own significance in customer connections. The trick is to tailor customer services utilizing them optimally.
Interactive Voice Response (IVR) is a self-sufficient tool to take the load off the contact center for catering satisfactory customer service. But at times customers prefer to switch between text and voice and that where the need for merging SMS service with IVR comes. The merger will allow customers to choose their preferred mode of communication. At the same time, companies will also not lose their contact points.
In the age of digitalization, frauds prevail smoothly among all platforms. Organizations from all sectors have now started to utilize SMS services for user identity verification for security purposes. Therefore, budding businesses and existing ones that have not yet embedded the service in verification process must look forward to the same. SMS services are working fine to serve the purpose, and much of the frauds have been prevented through OTPs.
Use in Banking
Banking and financial sector is perhaps the one to optimize SMS service the most. From transaction OTPs to policy advertisements banks utilize SMS for every thing. It is being anticipated that the use of message service will continue upswing in the future as new payment applications make their way into the market requiring proper verification for linking bank details to them.
Marketing and FeedBack
Probably the oldest digital marketing channel is message service. Marketers are utilizing the facility to increase their customer contact points and reach. Daily millions of SMSs are sent that contain some brand advertisement. Also, customers are offered the privilege to provide feedbacks through messages, giving marketers a massive database of customer likes and dislikes.
By Nancy S. Wolk, CIO, Alcoa - Global Business Services
By John Kamin, EVP and CIO, Old National Bancorp
By Gregg T. Martin, VP & CIO, Arnot Health
By Elliot Garbus, VP-IoT Solutions Group & GM-Automotive...
By Bryson Koehler, EVP & CIO, The Weather Company, an IBM...
By Gregory Morrison, SVP & CIO, Cox Enterprises
By Adrian Mebane, VP-Global Ethics & Compliance, The Hershey...
By Lowell Gilvin, Chief Process Officer, Jabil
By Dennis Hodges, CIO, Inteva Products
By Gerri Martin-Flickinger, CIO, Adobe Systems
By Walter Carvalho, VP& Corporate CIO, Carnival Corporation
By Mary Alice Annecharico, SVP & CIO, Henry Ford Health System
By Bernd Schlotter, President of Services, Unify
By Bob Fecteau, CIO, SAIC
By Kushagra Vaid, GM, Server Engineering, Microsoft
By Steve Beason, Enterprise CTO, Scientific Games
By Steve Bein, VP-GIS, Michael Baker International
By Jason Alan Snyder, CTO, Momentum Worldwide
By Jim Whitehurst, CEO, Red Hat
By Alberto Ruocco, CIO, American Electric Power