Harnessing the power of mobile channels: SMS, WhatsApp & Messenger with Pendula

Introduction

In the ever-evolving landscape of telecommunications, staying connected with subscribers is not just a necessity but a strategic imperative. As companies seek innovative ways to enhance customer engagement and streamline operations, digital channels, particularly Mobile (SMS, WhatsApp, Messenger, etc), emerge as a powerful tool. With consumers sending on average 13 text messages every day, more than four times the average number of emails sent from their mobile phones, SMS remains key to engaging subscribers.

In this blog post, we will explore how Pendula, a leading digital communication platform, can revolutionise the way Telco companies interact with their customers across various operational facets.

1. Customer Relationship Management: Building Stronger Bonds

a. Onboarding Communications

The journey with a subscriber begins at onboarding. Pendula facilitates a smooth introduction, sending personalised welcome messages, setup instructions, and essential service information. This initial touchpoint sets the tone for the subscriber relationship, making it crucial for a positive first impression.

90% of consumers prefer to communicate with businesses through text message. (SMS Comparison, 2021) 

b. Billing and Payment Reminders

Timely billing communications are pivotal in maintaining customer trust. Pendula automates reminders for upcoming bills and confirms payments, reducing late payments and enhancing customer satisfaction. This proactive approach in financial interactions is key to a transparent relationship.

SMS has an average open rate of 95% and text messages are opened and responded to within 5 minutes of receiving it. (SMS Comparison, 2021) 

c. Customer Support and Feedback

In the realm of customer service, responsiveness is king. Pendula enables real-time support and feedback collection through SMS surveys, ensuring that subscribers always have a direct line for assistance and opinions. This immediate feedback loop helps in rapidly addressing concerns and improving services.

More than 50% of consumers would prefer text messaging over phone calls for customer support. (SMS Comparison, 2021) 

d. Loyalty and Rewards Program Information

Recognising and rewarding customer loyalty is a surefire way to retain subscribers. Pendula excels in updating customers about loyalty programs, benefits, and redemption processes, thereby fostering a sense of value and appreciation among subscribers.

90% of consumers say they see value from loyalty programs and offers made through text messaging. (SMS Comparison, 2021) 

e. Appointment Reminders and Scheduling

For services requiring appointments, Pendula's reminder system ensures that customers are always informed and engaged, reducing no-shows and optimising operational efficiency.

SMS reminders and appointment confirmations reduces missed appointments by on average 26% (Aviaro, 2018)

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2. Marketing and Promotions: Tailoring the Message

a. Promotional Campaigns

Launching new offers or services is an art and science that Pendula masters. It enables targeted campaigns about new data plans and services, ensuring that the right message reaches the right subscriber at the right time.

52% of consumers prefer being texted about promotions (ZipWhip 2020)

b. Personalised Recommendations

In a world cluttered with choices, personalisation stands out. Pendula analyses subscriber preferences and usage patterns to send tailored recommendations, enhancing user experience and engagement.

64% of marketers consider customer experience to be one of personalisation’s top benefits. That’s more than improved conversion rates (63%), increased engagement (53%), and increased lead generation (43%). 

(Statista 2020)

c. Cross-Selling and Up-Selling Opportunities

Identifying opportunities for additional sales is crucial. Pendula aids in promoting complementary services or premium plans, thereby driving revenue growth and customer satisfaction.

75% of customers would like special offers sent to them through text messages. (SMS Comparison, 2021) 

3. Operational Communications: Keeping the Wheels Turning

75% of consumers are frustrated when they cannot respond to a business text message because of limitations with certain kinds of texting tools. (Zipwhip, 2020)

a. Operational Messaging

Operational efficiency is the backbone of any Telco operation. Pendula ensures subscribers are always in the loop about network changes, maintenance schedules, and service disruptions, maintaining transparency and trust.

b. Service Activation and Configuration Updates

Keeping subscribers informed about their service status is vital. Pendula excels in notifying customers about service activations and changes, ensuring they are always up-to-date.

c. Network Updates and Coverage Information

In an industry driven by connectivity, informing subscribers about network updates and coverage expansions is key. Pendula facilitates these communications, enhancing customer awareness and satisfaction.

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4. Security and Compliance: Safeguarding Subscriber Trust

98% of all text messages get opened. (Pendula, 2023)

a. Fraud and Security Alerts

In an age where digital security is paramount, Pendula provides a robust platform for sending timely alerts about potential security threats or fraudulent activities, thus protecting subscribers and reinforcing trust.

b. Regulatory Compliance and Legal Notices

Compliance with legal and regulatory norms is non-negotiable. Pendula ensures that subscribers are always informed about relevant legal changes and compliance issues, safeguarding both the company and its customers.

5. Emergency and Critical Information: Being the Reliable Source

a. Emergency Alerts and Critical Information

In emergencies, timely information can be lifesaving. Pendula's efficient broadcast system ensures that critical alerts and safety information are swiftly disseminated to subscribers, demonstrating the company's commitment to their well-being.

b. Data Usage Alerts

With data being a valuable commodity, Pendula helps in managing subscriber expectations by sending alerts about data usage limits, preventing bill shocks and fostering a transparent relationship.

c. Roaming Information and Tips

For subscribers on the move, Pendula provides essential information about roaming charges and tips, aiding in better usage management and customer satisfaction.

Conclusion

In conclusion, Pendula stands as a versatile and powerful ally for Telco companies, seamlessly integrating into their operations to enhance customer engagement, operational efficiency, and overall service quality. By leveraging the full spectrum of Mobile Messaging, Pendula not only simplifies communication but also elevates it to a strategic tool, driving growth and customer loyalty in the competitive world of telecommunications.

Start a conversation with Pendula

When you’re ready to step up your customer engagement strategies, we’re here with the solution. Talk to an expert about how Pendula can make a difference to your customer retention and loyalty.