Shall we use Smartdialog?

– The challenge for an automotive company was to reach 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, because the foremen spent their time 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.

– The challenge for an internationally known furniture giant was to quickly reach its own staff working in the Nordic countries regarding their 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 on work-related matters can be held with the staff in a centralized, fast and controlled manner.

– The challenge for a company providing transportation services operating nationwide was the centralized management of SMS messages coming to the customer service. Some customers needed to send any changes related to the travel route or the departure time of the ride specifically by text message. Previously, SMS messages had come either on the mobile phone screen 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 been using the WhatsApp application among its employees for a long time. However, the challenge was that there was no control over the different WhatsApp groups. The organization wanted to have centralized control over the different WhatsApp groups. At the same time, we wanted to support employees’ desire to use WhatsApp as a messaging channel for work matters as well. The solution was a centralized system for conversations. This met the organization’s needs to manage WhatsApp conversations 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 kinds of uses your organization could have for SMS and WhatsApp messaging?

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