התראות חכמות לוקחות זהב במחקר חדש על מסעות וערוצים מובילים של לקוחות

CSG^® (נאסד"ק: CSGS), המובילה בפתרונות חדשניים של מעורבות לקוחות, ניהול הכנסות ותשלומים שהופכים את חוויות הלקוח הרגילות ליוצאות דופן, פרסמה היום את דוח מצב מסע הלקוח לשנת 2022. המחקר מצא כי חברות הגיעו ללקוחותיהן באמצעות תמהיל הולך ומתרחב של ערוצים דיגיטליים, ומצאו דרכים מתוחכמות יותר ויותר להתחבר ללקוחותיהן בקנה מידה גדול יותר.

Smart Notifications Take Gold in New Research on Top Customer Journeys and Channels

CSG’s State of the Customer Journey 2022 report shows brands going the extra mile to win in the battle for customers

DENVER, February 16, 2022, News Direct:

CSG^® (NASDAQ: CSGS), the leader in innovative customer engagement, revenue management and payments solutions that make ordinary customer experiences extraordinary, today released its 2022 State of the Customer Journey report. Drawing on over 10 billion customer journey interactions, the research found that companies reached their customers through an ever-broadening mix of digital channels, finding increasingly sophisticated ways to connect with their customers at scale.

The report highlighted the efforts of global brands to deepen levels of engagement with their customers by shifting focus away from sales and customer acquisition toward long-term loyalty and customer goodwill, both at and after the point of sale. As such, use cases like smart notifications and digital customer service became vitally important and made significant gains during socially distant times, with consumers now expecting these instant interactions online or in-store.

Top takeaways from this year’s research include:

• Smart notificationstake customer journey gold as top channel: Withthe world moving faster than ever, brands embraced “micro-moments” tocapture customers’ attention at the right time and in the channels theyalready use. Case in point: smart notifications accounted for more than50% of journeyinteractions and took the top spot as the number one customer journey usecase in 2021. Notably, SMS texts presented a unique opportunity forimmediacy, engagement and personalization. CSG found that SMSnotifications increased by almost 1,000% year over year, and for goodreason: 90% of messages are readwithin 3 minutes.
• Voiceand SMS make a powerful 1-2punch: It turns out consumers stillwant to “phone a friend,” as total phone calls increased in volume by290%, with inbound calls accounting for 31% of total calls in 2021. Thistrend highlights the growing importance and value of intelligent automatedphone system technologies like interactive voice response (IVR), which canbetter understand customer needs and offer more self-service options forfaster resolution. Like voice, SMS saw a big increase in adoption, withoverall message volume more than quadrupling year over year (304%). Asbusinesses adapt to notifying consumers in real-time, whether to confirm adelivery or provide a fraud alert, SMS will soon become a requirement tocompete.
• Emailmakes a rebound: Despite therumors heard year after year, email is not dead. Email interactions grew steadilysince last year’s report (+145%). It triumphed as the most popular channelfor journey interactions for customer notification, onboarding, digitalcustomer service and acquisition. Email’s scalability and low technicalrequirements for personalization continue to make it a powerful “must-haveoption” for any company’s digital channel mix.
• Journey interactionsrise across the board, across industries:
  • Financialservices: Timely,accurate communication is especially important when it comes to managingand protecting our wallets. To meet this expectation, financial servicesinstitutions became the ambassadors for channel mix diversity, with 40%more variety in their communication channel delivery than otherindustries. Not only are banking customers being kept better informed,but banks are building greater trust and confidence with their customers,which will lead to more business down the road. Interestingly, phonechannels reigned supreme, accounting for 69% of digital customer serviceinteractions.
  • Telecommunications: The telecom industry also had a lot togain from channel diversification. Communications service providers(CSPs) got savvier with their channel mix (+36% than average) to retaincustomers long-term while also pursuing innovative ways to acquire newsubscribers. In a highly competitive market, CSPs can ensure currentcustomers are happy by making their experiences simple and easy. On theacquisition front, CSPs need to leverage sophisticated segmentation andanalytics to show that they know what future customers are looking for,and then be able to adapt their communications and interactions inreal-time to deliver value even before the customer signs up.
  • Retail: Retail brands are mastering thechannels they’ve used for years — on average tapping two — but are nowstanding out in other ways. They are broadening ways for customers tointeract with the brand, whether through e-commerce with convenientupsell suggestions during checkout (the digital version of snacks in thecheckout line) or hybrid options like buy online, pick-up in store(BOPIS). Overall, the opportunityto create the best journeys in retail will come from increasing everydayvalue-add and orchestrating transactional messages through the mostintelligent journey workflows possible.