There’s a dynamic shift between an agent replying to an inquiry and proactively reaching out to a customer or prospect. Outbound communication for Customers and Agents often runs the risk of feeling unwanted or even invasive.
To prevent this, it’s important to create outbound communication responses that align with your brand’s voice, provide the proper tone and quickly convey the reason why you’re reaching out. This will feel friendly and known to the accurate cleaned numbers list from frist database customer — and it shows that you respect their time.
Companies can create numerous canned responses for a variety of use cases.
When done properly, this repository of for Customers and Agents responses is a huge timesaver for agents.
While canned responses are an efficient way for agents to reach out,
you want to be sure the resulting interaction is seamless for customers, too. For example, if a canned response is sent for an account check-in,
but the follow-up replies ask the customer “kddi message cast” for details about the account, that’s not seamless.
The customer would feel as though your brand doesn’t know them. And they could become frustrated with having to supply details in a new conversation.
Be sure to equip your agents with proven methods for getting the desired response. For example, if an appointment requires the customer to fill out a form before each visit,
the agent could use the follow-up response for Customers and Agents as an opportunity to personalize the interaction. They could, for example,
mention that it’s the same form the customer bahrain lists filled out prior to a visit and let the customer know they’re available to answer any questions.
This not only personalizes the experience, but it also could eliminate the need for the customer to call in with questions.
Speeding Response Times with Outbound
Fifty-five percent of consumers value a fast response most in their customer service interactions, shows a recent Genesys study. After sending the initial response, agents should be able to quickly respond if — and when — there’s a request.
In addition to offering quick responses, timeliness is paramount following the initial agent-initiated message. If too much time has passed,
the customer or prospect could become frustrated and reach out on a channel that might
be more costly compared to a digital channel like WhatsApp.
Giving Agents a Consistent Experience Across Digital Channels
With Genesys Cloud, agents can start a conversation on behalf of a queue across several channels, including SMS, email and voice. This same functionality has now been extended to WhatsApp, creating a more consistent experience for agents across channels.
With this change, agents can use WhatsApp for proactive outreach, leveraging a multitude of use cases. For more details on how to set up a “on behalf of queue,” consult this article.
