enhanced business messaging...go.message allows you to set up and manage email, sms, rcs and other...
TRANSCRIPT
go.product
Enhanced business messagingFully managed and automated email, SMS and RCS that delivers deeper customer engagement and two-way communication.
That’s why the future of customer communications is digital. Whether email or SMS – already well established as digital comms channels – or newer business messaging solutions such as Rich Communication Services (RCS), more and more businesses are relying on digital to reach their customers.
And it’s working. RCS-based customer engagement campaigns are shown to have generated a 115% increase in revenue and a ten-fold increase in click-throughs. What’s more, 70% of consumers say they are more likely to engage with a brand via RCS – while in the future 85% of customer interaction will be managed without any human involvement.
go.message from Communisis is a fully managed, multi-channel, digital business messaging service
that provides email, SMS, RCS and a host of other messaging solutions. It ensures you can deliver the right message, through the right channel, in the right format – and at the right moment.
go.message is far more than just a tool to increase the effectiveness of marketing. It is a service that delivers real-time, two-way engagement that encourages greater interaction and customer loyalty, also increasing sales opportunities.
As a secure cloud-based service, it also avoids the need to work around IT legacy issues and reduces cost and time to implement. go.message turns business messaging into a richer communications opportunity, promoting dialogue with your customers and turning your improved responsiveness into a competitive edge.
Welcome to go.message
We know that organisations across all industries and sectors are under growing pressure to increase automation, shift customer interactions to self-serve channels, increase operational efficiency, save costs, and better utilise customer data.
go.message
85%of future customer interaction will be managed without a human
70%of consumers are more likely to interact with a brand through RCS
02
go.message
go.message delivers tangible benefits to your business:
How go.message can benefit your business
Reduced costs
Reaching existing and potential customers through print and other traditional channels can be costly. go.message functions – whether utilising email, SMS, RCS or other business messaging services – can be largely automated, built with minimal staff input and have the potential to reduce what you pay for print and postage. go.message can therefore contribute to substantially lowering customer cost-per-acquisition, optimising your spend – and driving efficiency in your operation.
Better and more personal customer engagement
Digital business messaging services deliver greater engagement from customers and are more likely to initiate a response. Research shows that 75% of people don’t mind receiving a text message from a brand (after opt-in) because it feels more ‘personal’2.
03
Improved customer experience
go.message allows you to create real-time two-way conversations with your customers – ensuring you can push product recommendations, answer queries and deliver information relevant to their status or place in the customer journey – all enhancing your reputation and relationship with them. go.message also enables you to share important and timely messages, almost instantly – with research showing it takes, on average, just 90 seconds for a recipient to engage with or respond to a text message1.
Brand protection
go.message allows you to set up and manage email, SMS, RCS and other business messaging templates to ensure all your digital customer communications are on-brand and on-message – so your customers receive a professional and consistent message from you every time. It also reduces the risk of sending out inaccurate or inappropriate content.
1 https://www.gsma.com/futurenetworks/digest/rcs-b2c-campaigns/2 https://www.marketingprofs.com/chirp/2017/33045/email-vs-sms-battle-of-the-heavyweights-infographic
go.message
Using the very best orchestration and journey management tools, it delivers deeper customer experiences and true bi-directional conversations in the way customers want, when they want – all as a fully managed service.
From an IT perspective, as a secure cloud-based service, go.message can integrate with your existing business systems.
go.message can also be paired with our go.engage solution, which augments human intelligence to create a truly automated end-to-end customer communication process.
go.engage takes all your inbound email, handwritten and social media content, analyses its meaning, intent and sentiment, and delivers the most appropriate customer response – flagging more complex cases to your staff so they can deal with them appropriately.
How go.message works
go.message allows you to develop a groundbreaking outbound communication channel to your customers.
04
05
go.message
In the digital world, where access to the internet is never more than a click away, email is an increasingly important means of communicating with your customers. From high-volume deliveries of monthly statements and quarterly bills; to on-demand emails generated by your contact centre staff; and marketing emails that deliver your brand and services direct to your customer's inbox – email can help ensure your customers receive personalised messaging with accurate data and consistent branding, all at the right time. Email can also help you track customer engagement and activity through key metrics, such as open, click-through and bounce rates. And it gives you more control over delivery to optimise response handling – allowing you to plan your resources more efficiently around campaigns and mitigate bottlenecks in your contact centre.
RCS
RCS has been hailed as a ‘revolution’ in text-based messaging3. Whether you want to ask a customer if they would like to automatically renew a policy or membership, to take up a discounted offer, or finish a purchase they have started, RCS helps them complete the process using simple prompts on their mobile screen.
RCS is proven to be a tool that can transform marketing, driving rich customer interaction and delivering substantially better return on investment. And business messaging applications can be just as effectively deployed to digitise legacy paper and people-based processes.
Already embedded in the Android Messaging protocol, there’s no need to download a separate application and, where the recipient doesn’t have an enabled phone, message delivery simply reverts to SMS.
RCS features include rich content delivery, structured AI conversations, location-based services, presence, and
enhanced delivery and response metrics – all available in near real-time. Message verification via a check mark means your brand is recognisable, trusted and present – and customers can respond when they want, using the touch screen of their mobile.
3 https://www.gsma.com/futurenetworks/digest/rcs-b2c-campaigns/
go.message delivers:
SMS From authentication and delivery of one-time passcodes, to notifications that customers’ bills are ready to view, SMS can help you reach customers in real time, 24/7. go.message allows you to connect to multiple data sources to deliver high-volume or single real-time SMS. Automated tracking allows you to identify messages that were undelivered, so rule-based automation can seamlessly transfer these cases to email or print.
Other business messaging services
In addition to delivering message capability using RCS, Communisis can also help your organisation engage with customers across a number of other applications, including Facebook Messenger, WhatsApp and Apple Business
Chat. Integration with any of these means your brand is not only discoverable across each platform, but that you can deliver a wide range of services, from answering frequently asked questions via a chatbot to managing potential fraud – all using the applications and devices your customer is most familiar with.
go.message
go.platform: evolving your customer communications
go.message is a stand-alone solution that is also part of go.platform – a single platform with the power to significantly reduce the cost and complexity of your communications, while improving your customers’ experience. It works across all of your inbound and outbound communications, using the latest artificial intelligence technology and machine learning for processing inbound content, and supporting multi-channel delivery for outbound content.
80%of UK households receive communications from Communisis on behalf of major brands and government organisations
06
Why choose Communisis’ go.message?
We know that businesses are under growing pressure to build stronger relationships with their customers, to improve the speed and relevance of communications, and to drive a greater return on their marketing budgets.
On the other side, consumers want 24/7 service, the ability to self-serve, instant responses, personalised experiences, and choice.
go.message allows you to deliver automated real-time messaging, at volume, across email, SMS, RCS and other business messaging services – while delivering the opportunity for two-way customer dialogue.
At Communisis, we are vastly experienced at creating highly effective and integrated customer
communications through direct, digital and social channels and are able to manage all your customer communication activities in a safe and trusted environment, so you can focus on growing your organisation.
And, as a fully managed, multi-channel service, we have the ability to manage and process digital and paper communications at massive scale, using a single integrated platform.
Our experience of delivering for businesses in the most highly regulated industries gives all our clients the assurance of the most effective possible security and process quality.
00
Talk to usFor a free discovery session on how go.message can help you enhance your customer experience, or to obtain detailed service guides for email, SMS or RCS, call: call: +44 (0) 788 923 1674or email: [email protected]
go.message
