Trends in the market

Interactive and automated customer service – no longer a myth

It’s no secret an SMS communications revolution has occurred. In Australia, with a population of just over 20 million people, mobile phone contracts nearly outnumber us at 19.37 million.

When the average Australian makes three and half voice calls a day, but actually sends nine SMS messages, it’s no wonder businesses have coined the term ‘Customer Service Gateway’ for these devices.

A recent telecommunications industry survey* found that the mobile phone is now recognised as the third screen of information, along with the Television and Computer, by enterprises and consumers alike.

In the past SMS applications were limited to a one-way conversation with your customer that achieved an unsatisfactory and incomplete business result – not unlike ‘one hand clapping’.

Datasquirt have now developed an evolution in SMS technology enabling the management of entire business transactions over this non-voice medium.

The value proposition of Datasquirt’s intelligent two-way SMS Text Messaging is that it simplify’s, replace’s or automates routine or repetitive transactional tasks, thus removing them from the enterprises workload.

In the retail vertical, Datasquirt customer Cerebos Gregg have integrated the solution to reduce the inefficiencies in order processing and develop targeted and personalised promotional communications to their customers. The Ministry of Justice in New Zealand use Datasquirt to manage overdue fines, and have measured a significant increase in the number of payments, all negotiated across SMS.

How can your business benefit from integrating a Datasquirt solution into your network? These are just a few broad examples:

• Enhance your customer relationships and deliver a superior service experience by being able to initiate and complete a transaction, process or request more expediently.
• Reduce costs with automation of the SMS Text Messaging channel, replicating or complimenting your traditional voice self-service capabilities such as IVR or Speech Applications, helping to manage labour costs and increaseing staff productivity.
• Improve efficiency by conducting a real-time two-way dialogue that is personalised and relevant, with advanced broadcast and scheduling capabilities for efficient campaign management

GlobalConnect solutions specialists understand how your businesses can achieve improvements with Datasquirt’s solution. Contact GlobalConnect if you’d like more information about Datasquirt in your network.
*Australian Mobile Telecommunications Industry 2007.