June 30, 2011
Webinar - Archived Webinar Explores How Interactive Notifications Improve the Customer Experience
By Susan J. Campbell, TMCnet Contributing Editor
Improving the customer experience and increasing revenue opportunities is an exciting proposition for any company as it can help to establish a competitive advantage in the marketplace. Designating these goals and actually knowing how to achieve them, however, are two very different things.
To help in this process, TMCnet recently partnered with EasyLink to offer an innovative webinar: "Using Interactive Notifications to Improve the Customer Experience and Increase Revenue Opportunities", originally broadcast on Tuesday, June 21, 2011.
This webinar highlighted the importance of using mobile technologies in the Customer Care 2.0 era. It is a differentiating approach that can improve the customer experience and business performance. Unfortunately, a number of companies lack the necessary resources and guidance to understand and effectively navigate the Care 2.0 landscape.
Care-focused programs are an implementation goal for forward-thinking organizations as they strive to make them a key part of their business operations. A greater focus on the customer experience is proving to be critical for retention, growth, branding and profitability.
Register today for this archived event and you will learn how utilizing multi-modal, event-triggered SMS, voice and e-mail notifications can enable proactive communication with customers, agents, partners, and other stakeholders, at specific points of the sales cycle. Such automated communication paths help to drive information flow at appropriate times and through the customer’s preferred method of communication. This drives down costs as it eliminates older, manual systems.
As captured in this webinar, “The major drivers for improving customer contact include the cost of Interactive Voice Response (IVR)/agent-based, on-premise systems; social media and smartphone proliferation; and the arrival of Customer Care 2.0.” These clear drivers identify opportunities to make simple changes for big results.
Presented by Dewey Anderson, product manager of Notifications Service at EasyLink Services (News 
- Alert) International Corp., and Jon Crisler, senior sales director of Notifications Service at EasyLink, this webinar took a look at how enterprise organizations can leverage the necessary tools to improve customer interactions through Care 2.0 methodology.
Access this archived event and you will learn the importance of cloud communications within the adaptive enterprise today, as well as the drivers for adopting notification services. These drivers include increasing customer satisfaction, reducing inbound calls, converting opportunities faster, evaluating, analyzing and improving customer care, and more.
The presenters clearly highlighted the limitations of disconnected internal systems: “All customers are channeled through the same mode, and silo-based multi-modal environments prevent efficient information sharing as redundant information is required from mode-to-mode. This results in customer frustration and dissatisfaction and increased costs.”
If you want to streamline your customer communications, improve the customer experience and identify new revenue opportunities, this is one archived event you won’t want to miss.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Jennifer Russell
