The automation of customer communication offers numerous advantages that help companies to operate more efficiently and in a more customer-centred manner. The NOVO EMM Loop developed by Agnitas and inovoo is a powerful tool that covers all these benefits and possibilities.
Why the communication channel is so important for customers
Customers prefer the simplest, fastest and most cost-effective communication channel. And they expect a response via the service channel they have chosen.
Research shows that brands with a strong omnichannel strategy are able to retain 89 per cent of their customers on average.
By comparison, companies with a weak omnichannel approach only retain 33 per cent of their customers. A strong omnichannel strategy is therefore crucial to maximise customer satisfaction and loyalty.
Reduced costs and satisfied customers
By using NOVO EMM Loop, you can streamline and standardise your communication management processes, resulting in significant time and cost savings. Recurring tasks (e.g. sending confirmation messages) can be automated, allowing your team to focus on more complex enquiries and individual customer needs.
Consistent and error-free communication means your customers receive the right information at the right time, increasing satisfaction and trust in your organisation.
A variety of inbound and outbound processes can be automated:
INBOUND
- Order
- Complaint
- Damage report
- Cancellation
- ...
OUTBOUND
- Odometer reading query
- Meter reading query
- Product evaluation query
- Annual turnover query
- ...
An example from the field: The inbound process "damage report"
NOVO EMM Loop ensures fast and consistent communication in the " damage report" process. Once the customer has submitted their enquiry, an automatic confirmation of receipt is sent. Follow-up questions are also sent automatically:
Your benefits with NOVO EMM Loop
Reduce operating costs starting from day one with amortisation within a few months.
Relieve your employees of tedious routine tasks and create capacity for value-adding tasks.
Increase customer satisfaction through fast process times, low error rates and cross-channel communication.
Eliminate sources of error in your standard processes thanks to automation with clearly defined workflows.
