Tag: Message

Enterprise Messaging Solutions

by Kent Charugundla

Posted on September 8, 2017 at 3:10 pm

In today’s ever-changing society, all enterprises need to stay relevant with the consumer. Staying relevant means changing the way you communicate and how you reach your audience. When you send out an email, only an average of 22% of those who receive it actually open it, compared to the 94% who will open a text message.

Enterprise Messaging Solutions (EMS) bring many advantages when it comes to communication. It improves the enterprise internally and externally. Interactive messaging between the customer and enterprise, faster response time, growth in sales, internal savings, and satisfied customers are just some of the many advantages of EMS.

Interactive messaging allows you to communicate directly with your customer and vice-versa. Your customers can contact you at any time. Interactive messaging allows you to confirm appointments, receive feedback, and spread the word about important events. Text messages are opened within 3-minutes of being received, you will achieve a faster response time with your customer than if they had received an email. They may not have time to check all their emails since their inbox is more than likely bombarded by many other promotional emails.

Enterprises who communicate by messaging with customers will see a growth in sales. There will be no laggard time between calls, as you will not have individual representatives waiting for phone calls. This means no more hold music, ads, or dropped calls. Enterprise messaging will reduce inbound and outbound calls automatically reducing costs, mainly staffing expenses. It is also one of the least expensive forms of communication out there.

Lastly, the most important part of EMS is your customer satisfaction rate. Happier customers build brand loyalty. Integrating SMS to your CRM allows you to automatically send messages. It shows your timeliness as an enterprise and it makes your customer feel like the business acknowledges them. It will also help increase engagement between your customer and your enterprise, leading to a higher conversion rate.

Enterprise Messaging Solutions have many great features to help you communicate more effectively with your customers. You can analyze all the data, reports, analytics, and conversion rates. Enterprise solutions include custom software development for your enterprise, creating custom scripts, city code SMS, CRM and API integrations, and much more!

To find out more about Enterprise Messaging Solutions, contact us at sales@tunnel.com

What is IVR Messaging?

by Kent Charugundla

Posted on September 8, 2017 at 2:54 pm

Interactive Voice Response (IVR) is an automated system that allows your business to interact with callers and routes them to a representative who is best suited to handle the call. The system is simple, cost-effective and increases overall efficiency. The automation feature allows you to pre-record messages; from greetings and short prompts for the caller. You can list fewer options with IVR, which keeps the messages more concise and makes the process easier for the caller.
IVR messaging
How does IVR messaging work? It starts with the caller contacting your business. When IVR is set-up the caller will be greeted with your prerecorded message. They will be able to choose from the options you list off to them and to select which one best suits their inquiry. After the caller selects from the list of options provided to them, they will be directed to the most suitable representative. IVR will automatically route the caller to the representative who will have the best solution for them.
IVR allows you to predict inquiries to speed up service, this is based on the option they select. You can personalize messages and prioritize calls based on value. You will be able to handle a large volume of calls, as calls will be routed to the best representative. You can collect information from the caller while they are waiting in the queue. Lastly, IVR allows you to track and report customer issues to improve future.
How IVR Can Be Used
  • Surveys and polls
  • Call center forwarding
  • Simple order entry transactions
  • Bank and stock account balances and transfers
  • And much more!
IVR Benefits
Increase Caller Resolution
Implementing IVR will allow you to direct the caller to the best suited representative. The representative who receives the call will be one of the most qualified to answer the caller’s inquiry. This reduces the chance of having to transfer the caller to another representative.
Increase Customer Satisfaction
IVR is very easy to use and your callers will be less frustrated calling your business. They will be content talking to a representative who will be able to help them solve their problems.
Increase Company Efficiency
When your company has IVR, you will have representatives who are more skilled at addressing specific topics. Your representatives will be more confident on those specific topics, help more callers, and they will not have to transfer them to another representative.
Increase Professionalism
Prerecorded messages allow you to greet customers in a professional manner. It will make it seem as if you have more departments and employees.
IVR is very beneficial for every type of business. To find out more about IVR and how you can implement it for your business, contact Tunnel at sales@tunnel.com