Majority of your customers carry a mobile device about, whether in urban or rural areas. A lot of people own at least one mobile phone. The mobile is integrated into the life of the average consumer and it would be a waste of resources if the average business ignores mobile experience. You do not need more motivation to adopt mobile technology.

A sizable number of Nigerians make purchases, access customer support and research products using their mobile. Whether via SMS, USSD, IVR, mobile apps or mobile web, consumers cannot resist the ease of transacting with cell phones on the go.

We will delve into specific ways that you can use to improve customer engagement and experience using mobile, especially with HollaTags’ messaging platforms and APIs that deliver efficiently.

1.      Product Information

It is not uncommon for customers to require more information about a product or service before purchase. You can make it possible for them to access the information from their mobile using SMS or USSD.

SMS

Customers at the point of sale, or at any time, can text the unique product identifier to a short code and receive instant texts from an automated system with the product information as requested.

USSD

Integrating an interactive USSD menu that allows customers to browse your product or service list and make choices is a great way to improve the user experience. HollaTags simplifies the process by helping you acquire the USSD code, connect to the network providers, and integrate to your database. No difficulties.

2.      Product Validation

This is common with products that have been or may be counterfeited. There is a need to contact the manufacturer directly to check the authenticity of the product. This is even more important because counterfeiters nowadays may be sophisticated enough to replicate the product in ways that the purchaser cannot suspect foul play.

SMS

One way to allow validation is to advertise a text message format to people, allowing them to text codes unique to each copy of your product. Customers can then expect immediate responses from your automated system validating or invalidating the product.

USSD

USSD allows you to do your validation on any mobile phone. With or without internet connectivity. Your customers can enter a USSD code, enter their unique product code and expect a response from your system confirming whether the product is authentic or a counterfeit.

The HollaTags team can help you build a system and database if you do not already have one to connect with your USSD or SMS functionality.

3.      Ads and Promotions

It is safe to say that the majority of your customers own a mobile. Which means that you can reach them directly with your ad messages or information about promotions you are running.

SMS

SMS open rates are superb. Compared to emails and other direct messaging channels, there’s very little chance of your message getting deleted without a glance through. This makes it an ideal channel to push your promotional messages and expect quality responses.

VOICE

Ever received calls pitching products from a robot caller? Well, we do not encourage spamming but we do know that informing customers about better deals and promotions are a great way to improve customer experience. You can automate calls to your customers and even allow them to make their choices using Interactive Voice Response directly from their phones during the phone call.

4.      Alerts and Goodwill messages

Instant alerts are important, especially when security is your concern. Also, you want to go sentimental with your clients by sending them warm messages on important days like birthdays. It is a great way to improve customer loyalty. You can automate this process.

SMS

Let your system send them custom automated messages wishing them a happy birthday or informing them of their balance. Alerting customers when updates are carried out on your service or to keep them in the loop is something banks have used successfully to enhance customer experience.

VOICE

The same way you can send automated SMS to alert to your customers or send goodwill messages on their special days is the same way you can automate calls to do the same thing. Like SMS, calls are seldom ignored.  Alerts can also be done via calls too.

5.      Customer support

A lot of channels are available for customer support. However, to ensure that your customers are properly engaged and that they get optimal experience that keeps them coming back, you need to open channels that are easily accessible. If your business serves people who may not have access to the internet or their access is not always available, then you want to consider mobile channels.

USSD

A USSD menu tree is a great way to allow customers to serve themselves through interaction with your system, all automated. It is often easier and faster for customers to serve themselves without needing to talk to someone.

SMS

Some people are more comfortable texting and SMS can be a great way to support customers. You can have a fully automated customer support platform or have it partly automated and partly operated by a customer experience personnel so that requests that do not require personnel attention can be handled automatically, thereby saving the cost of manpower and time on both sides.

IVR

Interactive voice response is a great customer support solution especially when you want to interact with your audience in local languages. You can pre-record menus and prompts and allow customers self-service.

Conclusion

Improving customer experience is one great way to drive business growth and latching on to the mobile mania is a sure way to help your customers engage with you better.

The use cases for mobile solutions regarding customer engagement are numerous and cannot all be covered in one article. In reality, if you can conceive it, it can be done by the HollaTags team. You can even implement a cross-channel communication allowing customers to use SMS, mobile applications, web pages, USSD and voice calls. For example, fill a form on the mobile app, get a text message or USSD prompt upon submitting the form and an automated voice call once you make your selection via SMS or USSD.

Our solutions are uniquely tailored to help you engage with your audience and enhance overall customer experience. You can contact us here or try out our Messaging platform with free SMS credit upon signup.