How to authentically connect to your customers at scale

With hundreds of millions worth of conversations initiated through Pendula, we've learnt invaluable insights along the way. Here’s our no-brainer approach to creating personalised customer conversations that drive results, at scale.

First things first – what is personalisation, anyway?

Personalisation is the crucial capability to use data to tailor messages to specific users’ preferences. Research conducted by McKinsey & Company shows that it can reduce customer acquisition costs by up to 50 percent, increase revenues by 5 to 15 percent and increase marketing ROI by 10 to 30 percent. Moreover, 72 percent of consumers expect businesses they purchase from to acknowledge them as individuals and understand their preferences.

‍

"Creating personalised conversations at scale isn’t as daunting as it sounds – the data you need likely already exists in your tech stack. Let’s explore some of the examples above with our tried-and-true flows on the Experience and Workflow Studio."

Offer me targeted promotions

Every interaction is a chance to deepen customer engagement and drive business growth. You can seamlessly transform routine exchanges into tailored, cross-sell opportunities.

Use SMS from the Engagement Hub to validate contractually-binding replies or re-prompt your customers again using pre-written recipes, all while ensuring data is updated back into your system of record.

How do I avoid accidental purchases?

Don’t worry, we’ve got something equivalent to a fail-safe button to protect against those impromptu splurges. The ‘exact-match’ rule acts as a safeguard against unintended upgrades or purchases.

For example, after a customer has expressed interest, they must reply exactly with “UPGRADE123” to proceed with the purchase.

‍

‍

What if someone infers a “yes”? How do I capture that?

Sometimes “yes” is synonymous to atypical words depending on the context. For example, someone may reply with “attend” or “I’ll be there!”.

You can augment the pre-written recipes with additional rules tailored to capture customer intent.

‍

Follow up with me post-purchase

The conversation doesn’t stop after a sale (or a non-sale) – use post-purchase surveys with your customers to gather authentic insights. Each interaction on channels from the Engagement Hub generates that can be used for a positive engagement experience.

‍

How can brands avoid being perceived as insensitive or ‘creepy’?

Like a real conversation, infusing empathy into your communication and optimising your flows helps deliver value while retaining trust. In scenarios like survey flows, you can leverage our Intelligence Suite to use the Natural Language Processing node paired with the Criteria split node to tailor responses based on customer feedback. This allows the conversation to be more authentic – adaptive, sensitive, and always considerate.

Celebrate my milestones

Acknowledge special moments like birthdays or anniversaries with personalised gestures. Leverage our Integrations Suite to connect to over 80+ connectors and create these moments of delight serve as touch points to deepen customer relationships and foster a sense of appreciation.

For example, your customer’s birthday is definitely worth celebrating in our opinion - why not offer an coupon?

‍

What if customers go rogue in their replies?

Customers can be unpredictable – but these can be captured by adding a free reply path. From there you could guide back onto the right path, or escalate it to an agent. That way, customers are always being looked after, no matter their response.

The result?

Pair these interactions with real-time analysis in the Retention Analytics and Business Intelligence dashboard for optimal results.  Keep track of what's working, optimise on the fly, and watch your customer relationships flourish. Make every interaction count and authentically connect with your customers at scale. Exceed customer expectations, boost customer loyalty and improve efficiency.

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.