In spite of rainy Florida weather, the ICMI Conference in Hollywood Beach was anything but dreary. Our team, dressed as Marvel Avengers, had the privilege to meet with customer service leadership in several segments including healthcare, financial services, and retail. Using several disparate platforms for CRM, notifications, chat, and call telephony can be quite an internal hassle, and many attendees were excited to learn how to integrate text messaging channels into their customer communications. A basic text application discussed was a confirmation text sent post-phone call that confirmed ticket numbers, payment details, or provided a link to a web forms generated using a simple web widget on the desktop. An organization that needed to reach customers in locations with limited Internet liked the idea of using text to provide live chat and reference links to materials that could be downloaded later.
One customer seemed to have all channels covered, however, could not orchestrate the process because the systems were siloed. The organization was unable to quickly acquire a consolidated analytics report and further, customers were receiving messages from different sources and brand identities. Naturally, this brought us to the concept of our single platform – REACH – for consolidated, branded communications.
We left ICMI better informed by the needs specific to each industry and will continue to refine and improve our solution and messaging to reflect the needs of various industries. Our team looks forward to meeting again, even with the sad loss of Ironman.
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