Three ways to improve your customer experience
Getty Images
Customer engagement, at its core, is a conversation between a business and its target audience. It's akin to building and nurturing a long-term relationship with the end goal of winning over hearts and minds. That being the case, someone who's unable to connect with you might just find an excuse to leave — and therein lie the stakes for businesses everywhere. This is how Twilio leverages intelligent data to build personalized customer experiences that meet customers' unique and individual requirements.
Research has shown that poor customer engagement can actually make businesses lose customers. For example, sending a person push notifications that are irrelevant to their interests can lead to customers getting annoyed, unsubscribing, or worse. On the opposite end, those who find an emotional connection to a brand will become loyal customers and eventually, genuinely advocate for your brand. No business stumbles upon these types of positive interactions by accident — these are built and cultivated deliberately, going beyond simply pitching for sales towards having more meaningful conversations, thereby building a long-lasting relationship. That's not to say that sales aren't a critical business objective; however, a customer base that's fully engaged has a far greater effect on longevity and revenue growth. On this note, Twilio takes a front-row seat to give you strategic ways to personalize your business' customer engagement strategy.
Customer data is ripe for the picking, if you're using the right tool
In a conversation, the best way to grab attention is by mentioning the name of the person you're talking to — unsurprisingly, the same concept applies to B2C interactions. This is backed by data, with almost all marketers believing that customers expect experiences that are tailored to them. Take for example Gladly, a customer service platform that makes use of its customer data gathered in various platforms to form dynamic conversations between the customer and the brand. To unlock your business' full potential, you need effective data gathering, something Twilio API solutions have consistently proven to be effective in. These API solutions are fast to deploy, giving you complete ownership of all your customer interaction data across all channels — data which you can then utilize to build interactions that are personalized to every customer.
Deliver hyper-personalized omnichannel experiences
The goal of creating personalized omnichannel CX for your brand is to be present and efficient in every customer touchpoint such as social media, website, and in-app chat. This is much like how US-based insurance brokerage Cover made a mark in the insurance industry by offering an omnichannel CX throughout the sales process. With Twilio API solutions, businesses are able to communicate in various channels like SMS, chat, voice, video, and email, creating efficient and seamless customer interactions. Twilio's Programmable Voice, Programmable SMS, Programmable Chat, and more functions are designed to work together seamlessly. They can be used in a dashboard setup that's programmed to fit specific business needs and integrated with your CRM and other intelligent data gathered from different platforms and channels.
Adaptability is more than just survival, it's future-proofing your business
Curb Mobility secured its place as a taxi service in the age of ride-sharing — that's just one of many success stories of businesses surviving the times with help from Twilio. In a fast-paced, consumer-driven world, omnichannel is a way to offer a dynamic experience and stay ahead of the curve. But adding personalization is a different ball game. This is why Twilio APIs offer a vast degree of customization and flexibility, giving you full control to shape into various customer engagement solutions that are scalable — both locally and globally.
Building a healthy B2C relationship requires back-and-forth communication, so make sure you get the right tools to effectively orchestrate omnichannel communications and know the what, where, and how of customer engagement.
This post was created by Twilio with Insider Studios.