Tech Integrations Create Opportunities for Business

Patrick Kennedy, Ytel |  

Highly successful entrepreneurs and business leaders tend to have one thing in common. They look beyond the simple nuts and bolts operations and see a much bigger picture. When a new opportunity presents itself and they see value in it, they jump at the chance to see what the verdict is.

Tech integrations tend to be a dime a dozen; how does a business dictate which ones are ideal for their bottom line? Let's talk communication integrations.

The common denominator with the majority of business leaders and innovators is their inherent ability to communicate. They communicate highly defined messages to mass audiences and their business endeavors flourish because of it. 

Now ask yourself, how can integrating communication channels into your business positively impact your bottom line? Consider these examples of how businesses can turn voice, SMS messaging, ringless voicemail, email and direct mail into revenue drivers.

Email And Direct Mail Streamlines Customer Retention

Let's discuss the idea of a rural-suburban auto repair shop.

For many years, ownership struggled with hiring another full- or part-time mechanic because the need for labor ebbed and flowed.

The owner would call in semi-experienced mechanics when he got backed up. When they were not available, the wait times for customer vehicles got longer. During a particular labor shortage, repair delays rose to more than five days and locals started going to more expensive dealerships out of convenience.

To combat the loss of long-standing customers, the owner contracted with an outfit to integrate an app to send out an email once per month and a direct mail flyer to target neighborhoods. The marketing materials offered low-cost oil changes every Saturday when he could wrangle additional help. He assigned a mechanic to handle the influx of Saturday oil changes and the additional repairs that valued customers needed.

The discount provided an incentive that coincided with the business’ ability to enlist additional resources and restored customer confidence. Customers stayed and profits rose.

Integrated Messaging Is A Game Changer

Another facet of communication that customers truly value is prompt notification and ongoing contact. Consider the suburban pet grooming operation that caters to busy middle-class families.

Many suburban families often have working parents, kids in school, and not enough time in the day to get everything done. While that’s not the pet grooming outfit’s fault, it can be the business' problem.

The business’ main customer base tends to max out the hours before and after work, as well as on weekends. When they couldn’t get an appointment then, they would just go elsewhere. However, ownership decided to improve customer service by integrating voice, ringless voicemail (RVM) and SMS (text messages).

This is how it worked:

  • SMS: Pre-written pickup messages were sent by desk staff promptly when pets were ready to go home.
  • Ringless Voicemail: Pre-recorded audio messages were sent to customer inboxes to promote discounts at specific hours.
  • Voice: Pre-recorded voice messages went to customers' mobile devices to confirm appointments.

Customers gravitated to the friendly notifications and often responded about when they would arrive or quickly took advantage of discounted rates. The process made them feel like their pets were well cared for and they could save money. This resulted in improved customer retention and higher profits.

Doing business successfully is rarely just about business. It’s about communication and how integrating channels that engage with customers in real time can help any business with retention and profitability.
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About The Author

Patrick Kennedy, Ytel

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Patrick thrives around customer service challenges and faces them head on with his team. His unique goal is to optimize the customer support team at Ytel through and through, because happy customers are what keeps us thriving in business.

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