Digital customer experiences continue to play a huge role in engaging with and retaining customers. According to EY, prioritising customers’ digital journeys and creating new ways to serve customers through virtualised services will help brands meet customer expectations post-COVID-19.
“Today’s customers want to be responded to instantly. They want regular updates from businesses and, more importantly, a two-way communications channel that allows them to share their concerns and feedback quickly and easily,” said Fisher & Paykel Appliances EVP marketing and customer experience, Rudi Khoury.
Fisher & Paykel is using Vonage’s Messages API to provide instant maintenance support notifications via SMS and enhance post-sale services for customers in Australia, New Zealand, Singapore, the United Kingdom and the United States.
The Vonage Messages API embedded within Fisher & Paykel’s platform delivers automated and instant SMS confirmations and reminders on all technician appointments, including self-service links for customers to easily cancel or reschedule the appointment.
Fisher & Paykel also uses Vonage to send follow up messages for customer feedback once a job is completed to make ongoing service improvements.
Khoury affirmed that with Vonage APIs the company is able to communicate with customers promptly and create a unique experience giving them control at their fingertips.
It also helps Fisher & Paykel make the customer journey – from booking a technician and confirming the appointment to evaluating our service – a seamless process and closes any gaps in customer communications.
“Delivering prompt customer service across multiple countries in a consistent manner can be a challenge. Businesses need a fast and efficient way to reach their customers no matter where they are in the world. Vonage APIs allow companies to instantly reach their customers through their preferred channels at reduced costs, enabling businesses to effectively communicate with their customers and create a better customer experience,” said Sunny Rao, Vonage senior vice president and general manager for the Asia Pacific region.