Clickatell, leading global provider of mobile messaging solutions, today announced its work with First National Bank and Santam Insurance to raise customer satisfaction and reduce costs through SMS within their respective call centres.
According to a 2008 Aberdeen study surveying 4 500 respondents - concerns over a potential recession is a top-three business challenge for companies this year. In another study, Aberdeen found that 88% of best-in-class companies considered corporate profitability to be a key metric driving the need to manage telecom costs - including in the call centre.
"We have all been there - we call for service only to be number 134 in the queue when we simply need a balance update or tracking number. Consumers are increasingly mobile and interact with a myriad companies through call centres, often using their mobile phones - they demand quick response times and easy to use systems," said Pieter de Villiers, CEO of Clickatell. "SMS provides an easy to use mobile solution that doesn't require long wait times or interactive voice response systems. To better serve mobile customers and save money, organisations with call centres should take advantage of text messaging."
In this month's CRMBuyer, results from the recent Aberdeen study found that 80% of best-in-class call centres are leveraging text messaging, and also concluded that there is a marked difference in adoption in non-best-in-class organisations that are not taking advantage of an opportunity to add cost-effective touch point between a given company's expert resources and their customers through the use of text messaging.
Furthermore, the cost of using SMS for customer contact is proven to be a fraction of the cost of live agent communications as well as interactive voice response systems. UK-based call centre analyst firm ContactBabel reported that live-agent service calls average
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Clickatell enables businesses, governments and communities to leverage the ubiquity of mobile messaging to inform, alert, notify, transact, interact and share information. Delivering mobile messaging solutions since 2000, Clickatell is a global leader in mobile communications specializing in bulk messaging services and SMS gateway connectivity to small, medium and large enterprises in a variety of vertical markets. Clickatell's multi-modal capability and worldwide coverage gives organizations the power to deliver any message to any device anywhere in the world. Reaching more than 700 networks in more than 200 countries, Clickatell serves 8,300 customers including Barclays Bank, BBC, Continental Airlines, CNN, First National Bank, Metropolitan Life, Oracle, Shell, and other industry leaders. Clickatell products and services increase customer acquisition, improve loyalty and build trusted brands through direct, personal, easy, and immediate communications. A Sequoia-backed company, Clickatell is headquartered in Redwood City, CA, and has offices in South Africa. For more information, please visit: http://www.clickatell.com/central/campaigns/redir.php?cid=43330.
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