5 voicesage graham bragg collections
TRANSCRIPT
IMPROVING CUSTOMER COMMUNICATIONSCONTINUOUS IMPROVEMENT – THE KEY
Graham Bragg, VoiceSage
ADAPT TO THE ENVIRONMENT !
• Same thing = same result• Be prepared to fail • Fail quicker• Recognise what does/doesn’t
work
ALWAYS INNOVATE
Innovation is simple,don’t complicate it
Best Time + Best Channel + Personalisation + Iteration = Best Outcome
CONTINUOUS IMPROVEMENT
Campaign Start
Best Time Best Start Channel Outcome Based Journey
Busy
RPC
Dead
V-Mail
Retry +10
Mode Switch
Audit & Improve
Client Side Mode Switch
CASE STUDY
MAKING PAYMENTS EASIER International Credit Card Company
Secure Data Transfer Available Customer Data
Personalised Message
Mr……John, Smith£28…..09/09/15,
Transfer to Secure Payment Page
No Token
Payment Completed
Tokenised
MAXIMISING THE HAPPY PATH
MAXIMISING CONTACT
65% OF ALL SMS CONVERSATIONS END IN VOICE ENGAGEMENT
50% PREVIOUS NON RESPONDERS TEXT BACK
• Know at what point channel choice becomes relevant
• If “It’s for Me” human nature adds interest• Learn, Iterate, Pilot, Try, Fail – but always
measure• Integrate everything / use what you have
access to
LESSONS LEARNED
