SpeechStorm has today revealed the results of an Environment Agency survey into proactive outbound notifications i.e. where a text message (SMS) or an automated phone call is used to proactively contact customers. The Environment Agency commissioned the survey to contact a selection of its small business customers and measure the effectiveness of SMS messaging versus outbound phone messaging to raise awareness of their Internet services. Working in partnership with outsourced contact center provider Teleperformance and using SpeechStorm’s Proactive Notification Suite the Environment Agency surveyed a sample of 250 customers using automated voice technology by phone and 250 using text messages. In each case the customer was alerted about new legislation and given a ‘call to action’ to find out more information online. The survey found that consumers are seven times more likely to act in response to a speech rather than an SMS notification. [click heading for more]
www.getdesign.in - My periodic blog exploring the world of business, experience design and interaction, with a smattering of gadgetry and social media. A world where business, people and technology meet.
Let's Fix Things: For over two decades I've been consulting in Communications Design: Everything from business strategy and processes, through to technology, interaction and customer experience. The thoughts here are my own, not necessarily that of my employer.
I have a penchant for spotting patterns and fixing broken user and customer experiences. Even my Bumblebee project hasn't escaped - I've been using Six Sigma techniques to study and predict their behaviour patterns. ☺