“We believe in the Power of Great Relationships.
Great Customer Relationships are created through better conversations.
On a platform designed for today’s communications.”
The Cielo PlatformTM
Companies investing in better customer engagements, say mobile messaging is a strategic spend this fiscal year. Not all mobile messaging is the same, however. There are a range of tactics, including: messenger apps from Facebook and Apple and text chat within in your own downloaded app.
Organizations who excel in customer service, view SMS as the most effective way to engage across all channels – including traditional and live agent call centers.
Why SMS? Three reasons, really:
REACH – Everyone has the “SMS app” pre-installed on their mobile device. No need to download or subscribe to it. In fact, it is the “conversation medium” preferred by consumers when it comes to their devices.
PRIVACY – Or in other words, the trust your customers place in you. SMS is held to a higher standard. Inherently, it ensures the security and privacy of both your customer’s information and the application, itself.
ASSET VALUE – Customers pay attention to SMS. When they give you their permission, you’ve made a connection with them through their most personal channel. The value of a frictionless mobile opt-in channel cannot be understated.
Applications & Solutions
The most innovative companies today are engaging customers, intelligently, across every touch point. Live agents, retail channels and even traditional media, all represent opportunities to optimize the customer relationship through digital engagement.
Your digital strategy should not be a digital channels-only strategy. Every customer touch point should be transformed in ways that improve the customer experience.
Cielo delivers a portfolio of enterprise applications which engaged customers on their terms in the ways they prefer.
Whether it is a SMS chatbot integrated directly in your call queue, or patient consent with mobile signature, Cielo Platform applications transform the customer experience.
Cost Center Mindset
Mathew Dixon, writing in Harvard Business Review, describes the dramatic transformation of T-Mobile’s call center using a model based on Teams of Experts (or TEX Model).
The key: Automation.
Make your first
Health Care companies are using secure mobile applications to pre-register patients & collect self assessment info prior to the visit. Proof of insurance and touch screen signature saves time and improves accuracy and compliance.
Chatbot Customer Experience Strategy
During periods of high call volume, frustrated customers abandon the call and head over to the competition. On the other hand, chatbots deployed directly in the call queue automate many low touch requests, reducing customer wait time.
Contact Center Innovation
Get the White Paper which highlights leaders in contact center excellence. Learn how these innovators ensure the most profitable, high touch conversations reach live agents; directing low touch routine issues immediately to intelligent automated bots – directly in their call queues.