Sometimes, a little nudge goes a long way. In a recent study, consumers said that receiving proactive alerts, billing reminders or notifications could have helped them avoid an issue like incomplete forms, expired credentials and missed deliveries or appointments. In fact, these same consumers claim they would call customer service or start a live chat if a company did not proactively reach out about an issue. Given the high cost of live agents, this presents a challenge for many companies.
Enter the Nuance proactive engagement platform’s inform and remind notification system, which enables you to orchestrate outreach using interactive voice response and SMS alerts, email and push notifications. The cloud-based platform reduces inbound operational costs through call deflection – all while increasing the likelihood that your customers will take that next step.
Click here to read our blog post on how automated outreach improves the field service experience.
A Pioneer Accountable Care Organization reduced missed appointments by 25% upon using proactive communications, resulting in annual savings of $2.5 million.
A leading airline reduced inbound calls related to flight delays by 44% by utilizing timely outbound notifications.
A regional bank realized a five-fold increase in borrower response by using interactive voice messages over direct mail to introduce a new refinancing program.