Should we use SmartDialog?
– One automotive company faced the challenge of reaching customers who had left their cars for maintenance during the working day. They tried to reach customers mainly by phone, but this operating model was time-consuming and relatively expensive, as the foremen’s time was spent waiting on the phone. Since answers were not received immediately, the maintenance times for cars also extended. This affected the customer experience and cash flow.
The challenges were solved in a very cost-effective and simple way – with a text message. Instead of calls, it was decided to send customers a text message from a centralized system, informing them of any additional maintenance needs for their car. Customers were able to respond quickly with an SMS message, even in the middle of a meeting. This new operating model significantly increased customer satisfaction, employee satisfaction and accelerated cash flow.
– An internationally known furniture giant faced the challenge of reaching its own staff working in the Nordic countries quickly regarding the employees’ daily tasks and working hours. After many different experiments, it was decided to send a text message from a centralized system. Now, short and concise dialogues with personnel on work-related matters can be held centrally, quickly and in a controlled manner.
– The challenge for a company providing transportation services operating nationwide was the centralized management of SMS messages coming to customer service. Some customers needed to send possible changes related to the route or departure time of the ride specifically by text message. Previously, SMS messages had come either on the screen of a mobile phone or in other information systems. Managing message conversations was challenging for employees. The solution was to implement a centralized system, where incoming messages and message threads containing many messages from them could be managed. The employees’ user experience of the new system was excellent.
– A well-known charity had long used the WhatsApp application among its employees. However, the challenge was that there was no control over the various WhatsApp groups. The organization wanted to have centralized control of various WhatsApp chat groups. At the same time, it wanted to support employees’ desire to use WhatsApp as a messaging channel for work matters as well. The solution was a centralized system for chats. This met the organization’s needs to manage WhatsApp chats and at the same time also met the requirements set, including GDPR.
These and many other customer implementations have been made using our SmartDialog platform. SmartDialog’s messaging services can be integrated into the most common systems such as Microsoft, Salesforce or Hubspot, but it can also be used as such via a browser interface.
There are many uses and methods. SmartDialog enables the reception and sending of both SMS and WhatsApp messages to individual recipients or large groups. This provides companies with a familiar and cost-effective way to engage in dialogue with customers, staff and other stakeholders. SMS and WhatsApp are very effective messaging channels – also in working life. According to research, SMS messages are answered in less than 3 minutes.
Let’s talk more about what use cases your organization could have for SMS and WhatsApp communications?
Read also:
Blog: WhatsApp in customer communications
Blog: WhatsApp in business communications
Blog: Multi-channel customer communications pays off!