World-class customer dialogue via mobile messaging with automatic workflow triggers to streamline customer journeys and maximise organisational efficiency

Mobile messaging (including text or SMS) has become the de facto communication channel for customers everywhere, especially amongst younger demographics. In the UK alone, mobile messaging has increased by over 40% in the last two years with the average consumer now sending 135 message each month. This trend is forecast to continue with the rapid adoption of smartphones (now used by over a quarter of people) which make it easier than ever to message by mobile.

numero transforms mobile messaging into a powerful, two-way communication channel, making it easy for organisations to interact with customers everywhere. Inbound customer messages are captured, read, interpreted, categorised and added to organisational workflow. Mobile messages are handled just like any other workflow item and either responded to automatically (according to business rules) or routed to a relevant agent for handling. Inbound messages can relate to anything (for example a promotional discount or request to reserve stock for collection) and the appropriate workflow and response is efficiently managed and controlled by the numero solution.

Our Mobile Messaging solution is especially powerful in relation to individual customer messages and two-way dialogue. For example, with messages automatically triggered to inform customers of key events (such as a consignment shipped, delivery scheduled or renewal date maturing) and to let them respond/interact to confirm action (for example to reschedule a delivery or confirm a renewal). The numero solution handles the entire dialogue and transaction, recording everything against individual customer records to provide agents with a 360 degree view of the customer relationship.

key features

• Automatically escalates issues to supervisors/managers when conditions are met
• Checks all interactions for spelling mistakes and profanities
• Provides comprehensive management information and reporting
• Interprets inbound mobile messages through proprietary NLP technology
• Proactively messages customers when workflow criteria are satisfied/triggered
• Enables mobile messages to be responded to individually and automatically
• Automates mobile messaging classification for class-leading workflow allocation
• Comprehensive audit and QA processes to ensure the highest possible outbound quality
• Tracks mobile messaging queries through sophisticated customer/case rules
• Automatically recognises and supports multiple languages
• Includes centralised, self-learning knowledge base