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Sep 02 2016 MicroMessenger Strategy Validated By DMG Consulting Research

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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.

Today’s proactive customer care solutions have come a long way since the early “robo-dial” and hated predictive-dialers. Current offerings include all principle customer communication channels – phone, text, email and social media; and do so bi-directionally. Additionally, with the ongoing enhancements to the underlying speech processing technologies, these solutions are becoming even more accepted by most customer demographics. The next critical components that we are working to help our customers with are standard back end systems interfaces with major industry vertical solutions and leading CRM products.

It is always refreshing to read analyst’s independent reports that confirm your strategy. I look forward to their update, including an assessment of MicroMessenger 6.0 and our industry focused solution templates. Until then, I just hope companies will do their own analysis of the huge upside from implementing these types of applications. DMG reported that typical ROI is 3 months too good to ignore; and now even easier to achieve with MicroMessenger 6.0.