The shift in personalising customer communication in the BFSI industry and trends to look out for in the future
When it comes to personalisation, a study by PWC’s digital service group shows that 94% of senior-level executives believe delivering personalisation is critical or important to reaching out to customers. In this age, almost every industry has adopted personalisation in its communication approach with customers....
The Customer Communication Playbook (Pandemic Version): 5 Lessons from Leading Financial Enterprises
The past decade has accelerated change at an unprecedented pace across leading financial firms. Undoubtedly, the fintech and digital payments revolution has advanced the future of the entire industry into a reality today.     But this century’s biggest event, the COVID pandemic, has picked holes in...
What is VoIP & How does it Work? (Advantages, Disadvantages & Cost)
Over the last decade, India has more than quadrupled its internet penetration rate. It’s now easier and more affordable than ever to access a high-quality internet connection in India. As a result, more and more businesses are eyeing VoIP to power their customer communication. In...
Leverage Insights from Voice Communication To Optimise The Customer Journey
The most critical customer conversations, be it to close deals or to resolve critical support tickets, happen on phone calls. And yet, few businesses can track or record these conversations easily, while fewer take the time to analyse and draw insights from them. There is...
The What, The How and The Why of Using Call Centre Scripts in 2021
Self-service, live chat, chatbots, email — despite many alternatives emerging for customer support, the contact centre continues to be the most preferred way for customers to get their questions answered and problems resolved. A telephone conversation is often the simplest and fastest way to get...
A brief guide to know why your business needs a VoIP phone service
Over the past couple of years, customer-facing businesses that solely relied upon the traditional call centre setup faced business discontinuity. This is where the need for a remote infrastructural shift arose, with cloud phone services as part of a remote work solution.  This shift to...
When and Why You Should Switch to a Cloud Contact Centre Solution (& What to Avoid)
The pandemic forced companies to move to a cloud communication solution to ensure business continuity. While many businesses made the switch easily, some are still finding it difficult to let go of their existing investments in on-prem PBX solutions. The question they ask themselves is...
3 Problems in your Sales Process that Cause Lead Leakage (& the solution)
Today, both customer-facing teams and field staff need to convert leads remotely. Facilitating this can be difficult due to various reasons. In this blog post, we’ll discuss the top three challenges faced by sales teams and explore solutions for them. 1.  Delay in first contact ...
The Beginner’s Guide To Leveraging CPaaS (Communications Platform as a Service)
Business communication is evolving. Customers have a range of preferences, and businesses are listening. They are supplementing existing channels like email with automated, new-age channels like chatbots. To offer better personalisation even if customers shifted across channels, businesses need an integrated communication stack. However, setting...
Promotional vs Transactional SMS: Everything You Need To Know To Get Started
Short message service (SMS) is the most feasible channel that enables your customer communication to be direct, simple, and actionable. It offers great results too - Gartner finds SMS trigger open rates of at least 98% and response rates of 45%. It quite beats what...
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