When we first decided to infuse our 20+yrs of contact center experience into MicroMessenger, it was a market disrupting technology. With version 5.0 we accomplished extraordinary things like 40 MILLION customer engagement contact events in 60 days for a major utility company.
DMG defines proactive customer care as “a business strategy that makes customers’, partners’, constituents’ or employees’ lives better and easier by addressing issues before a problem or need arises”. We agree and that is why it was the basis for the MicroMessenger product. The core concept revolves around eliminating the cost (call handling, customer irritation, agent frustration) of an unnecessary inbound call by engaging the customer in a way that makes them believe the company actually cares about them.