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Proactive Engagement

CONTACT YOUR CUSTOMER BEFORE THEY CONTACT YOU

A proactive customer engagement strategy provides an opportunity to increase the efficiency of the contact center, improve customer retention, and contribute to revenue growth. When measuring the effectiveness of a company’s overall customer service strategy, you need to ask what percentage of the time you “contact your customer before they contact you.” Your proactive engagement strategy will serve as a key component to improve your service level metrics and drive customer loyalty. Your customers want you to engage them! Do not make them contact you to resolve an issue or problem.

Your Proactive Engagement strategy will serve as a key component of achieving your service level metrics and provide your company with a competitive advantage. Your customers want you to engage them! Do not make them contact you to resolve an issue or problem.

IMPROVE CUSTOMER EXPERIENCE

DRIVE REVENUE GROWTH

UPGRADE TECHNOLOGY

  • Provide cost effective, advanced functionality built on SIP technology.
  • Software driven design that eliminates complicated, expensive proprietary hardware.
  • Open Standards architecture allowing for powerful integration with CAD, IRR, TDD, ALI databases, etc.
  • Simplified implementation with faster setup and easy, custom configuration options.
  • Flexibility and affordable expansion options to accommodate future growth.

REDUCE OPERATING COSTS

  • Reduce inbound calls handled by agents
  • Leverage cost effective channels
  • Reduce overall cost per customer, or cost per transaction

UPGRADE TECHNOLOGY

IMPLEMENTATION

MicroAutomation combines our OmniEngage solution with our thought leadership to design a proactive customer engagement strategy for our customers. We utilize a metrics based approach to design use cases that achieve desired cost reductions and improvements to key service level metrics. Our thought leadership leverages industry research to provide best practices on the adoption of new communication channels like Twitter and Facebook. OmniEngage manages your customer preferences, allowing customers will opt to receive a traditional phone call, text message, tweet, or Facebook notification. In addition, our solution supports a customer’s ability to take action on proactive notifications driving customer interaction and engagement.

Resources

RECENT BLOG POSTS

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"Outbound Dialing component of OmniEngage was able to contact 50,000 customers per hour and over 400,000 per day. An original project with a 9 month timeline and budget of $5M was executed in 90 days at a cost around $750k. Comcast realized an ROI savings of $4M by partnering with MicroAutomation."

Wayne Ramprashad, Executive Director, Call Management and Architecture, Comcast
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ARE YOU READY FOR THE NEXT GENERATION OF CUSTOMER COMMUNICATION?

Download our checklist - The Top 10 Features Your Proactive Notification System Needs to Have - to learn:

  • How to identify and anticipate customer issues
  • How proactive customer engagement benefits your business
  • What your proactive customer engagement strategy needs to succeed

…and more. The ability for customers to “take action” when a call, text, email or Tweet is received is more powerful than ever. Download our checklist to learn how you can implement our tips and tricks to maintain customer loyalty.