5 voicesage graham bragg collections

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

Thank you

graham.bragg@voicesage.comwww.voicesage.com