Unique online customer experiences.
Check out what’s under the bonnet.
Unique online customer experiences.
Easy integrations, seamless deployment.
Unfortunately, many Operations Managers’ projects kick off with the time-honoured cry: “the call centre’s blowing up!”. It might be a network outage, a defective product, or a supplier failing to show. Either way, communications need to be sent to impacted customers. And invariably, that can’t happen right away. Sending a text message to impacted customers […]
4 essentials for Operations Managers sending comms Read More »
Why international text messaging works Service providers have a brilliant opportunity to create brand advocates with international text campaigns. As a communication medium they are unmatched for reaching customers overseas. Most travelers take their mobiles with them nowadays. And texts are read within 6 minutes of being sent in 95% of cases. On the other
Ultimate guide to sending international text messages Read More »
A well designed IVR should increase your service efficiency and reduce customer effort. When done poorly they are infuriating. When done well, they drive win-win outcomes for companies and customers. Here are 7 IVR design best practices to follow: 1. Never offer more than 5 options per menu Don’t turn your IVR into a
How to dodge an IVR design disaster Read More »
People on the hunt for global cloud communication APIs often ask us “what’s the difference between Upwire and Twilio?” Both offer the ability to build voice and text communications with integrations into other applications or platforms. But how they do it differs greatly. Carrier disruption vs end-user experience Twilio was founded to disrupt legacy telecommunications
Twilio and Upwire APIs; what’s the difference? Read More »
One of the most common Upwire use cases is interactive voice response (IVR) systems. For the uninitiated, this is a sequence of recorded messages made on a voice call, where the user is prompted for keypad inputs. You know, “press 1 to speak to customer service”. This is the enabling technology behind phone surveys, automated
How to set up a cloud IVR in minutes Read More »
Join us on Thursday 2 March at 11am AEDT as we share invaluable business SMS tips and tricks. REGISTER HERE to attend. What you’ll learn: 1. Advanced uses of SMS that create brand advocates Going beyond one-way blasts, we’ll share real-life examples of payment solutions, cross-channel customer service and clever out-of-home marketing campaigns. 2. Three SMS mistakes
Upcoming live webinar – Business SMS masterclass Read More »
Wording is critical for appointment reminder texts Recent findings from Sydney’s St Vincent hospital show that changing the wording of appointment reminder texts improved attendance rate at their outpatient clinic by a phenomenal 20 percent. You can read the full write-up here but to skip straight to the bottom line, the inclusion of messages that
Appointment reminder texts; steal this template Read More »
The call centre is fast becoming a front line in the credit card fraud battle. Online and instore payment channels have improved security measures in recent years, leaving the call centre as the weakest link for fraudsters to target. Call centres must comply with strict data security standards that cover the storage of sensitive credit
How to solve the biggest problems with call centre fraud Read More »
If there’s one customer journey insurance providers should nail, it’s the insurance policy renewal. Well-worn marketing textbooks will tell you that the cost to retain a customer is one fifth of the cost to acquire a new one. Whether or not that exact figure rings true for your company, it won’t be far off. Letting
How to ensure insurance renewals never get missed ever again Read More »
For all the increases in credit card security – embedded chips, CVV codes, PINs – it’s somewhat astounding that many call centers still ask customers to read out their credit card numbers over the phone. Most customers have the common sense not to broadcast their card details across their office or down the street. But
The REAL risk of reading your credit card to a call centre Read More »
Experience extraordinary results at every stage of the customer lifecycle - from onboarding and payments to customer service and retention
