Customer experience management

With increased competition across all markets, customer experience is quickly becoming the new contender to customer loyalty. Done correctly, customer experience will provide your business with longer lasting rewards. Esendex is your key to creating a unique and tailored mobile-first experience for your customers and prospects alike.

There is a lady, she is relaxed, she is happy, she has her phone. She is doing something.. What is it? Oh it is an appointment reminder and she is rescheduling it via sms. Oh happy days, another incredible service by Esendex solutions to improve customer experience.
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BUSINESS CRITICAL COMMS

Notifications, Reminders and Alerts

APPOINTMENT REMINDERS

Appointment Management

According to the Government of Western Australia, over 160,000 outpatient appointments were missed in a year, amounting to a cost of $26 million. However, it’s not just the medical sector that’s impacted. Everyone from hairdressers to mechanics have their businesses regularly negatively impacted by missed appointments. 

A simple SMS reminder of the upcoming appointment is a logical approach and should go a long way to reducing the number of “no shows.” However, from a CX perspective, an even better experience would be for the customer to be able to change or cancel the appointment through the same reminder message. 

This is where rich messaging products such as RCS or Whatsapp really shine. Enabling customers to self-serve, amending or cancelling their appointment ahead of time and thus allowing the business to offer the appointment to an alternative customer, thus reducing the cost associated with no-shows.

DELIVERIES

Logistics, Tracking and Returns

We have recently witnessed a growing trend towards online shopping, ushering in a new age of consumer behaviour. According to Retail Times the majority of the population are planning to continue with these new online buying habits.

This change in behaviour offers businesses the opportunity to acquire new and maintain existing customers through exceptional delivery experiences.

However, this new age of consumers aren’t merely preoccupied with finding the cheapest delivery price. According to Digital Commerce Institute 77% of shoppers are willing to pay more for the same or next-day delivery.
Consequently, businesses need to broaden and optimise their offering. Speed is of great importance, but so too is reliability that the item will turn up on time. Introducing an SMS update with expected delivery time can not only manage expectations but also grow brand loyalty due to the seamless nature of their deliveries.

ARREARS

Contact Centre Solutions

According to Forbes, 65% of consumers blame their bad customer service experience on their issue taking too long to be resolved. This comes as no surprise with many Australian contact centres witnessing a recent surge in call volumes.

Empowering customers to resolve their own queries is an effective approach for both call deflection and customer satisfaction. Offering a variety of ways customers can contact you with their query can alleviate pressure on your call centre operatives, leaving them free to deal with larger, more complex client queries.

In fact, 66% of consumers prefer to text businesses (Techcrunch) than call. However, they also expect a seamless transition between customer service channels. 

This on-brand, smooth omnichannel approach to customer service isn’t just reserved for large international businesses. Esendex offers a cloud-based, easy to integrate solution for contact centres of all shapes and sizes.

Customer experience and the role of mobile messaging 

63%

of Gen Z customers (those born in 1996 or later) are willing to be charged more for a fantastic mobile experience (PwC)

Today, over 50% of all consumers expect a response to their query within 60 minutes. (SuperOffice)

70%

70% of all consumers expect a seamless and on-brand experience across communication channels (Salesforce)

Businesses which invest in quality omnichannel customer engagement strategies benefit from 10% YoY growth, 10% increase in AOV, and a 25% increase in close rates (Adobe)

Why choose Esendex

Join the trusted European leader in business communications.
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Your business communications partner

We’ve been leading innovation in customer experience management for over 20 years, working alongside our customers to help give them the competitive edge. 

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Secure, fully accredited data processing

Esendex is accredited to PCI Level 1 and UKAS ISO27001. This is a globally recognised information security standard exclusive.

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Integration with legacy software

We have supported a wide variety of businesses to upgrade their CX approach and seamlessly integrate with their in-house systems.

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Direct connections with all major networks

We don’t use third parties at Esendex. This means that your messages go directly to Australia’s major mobile network operators, prioritising message speed and delivery reliability.

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9/10 approval rating

We consistently achieve industry leading positive feedback from our customers. Read our latest feedback.

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Future-proofing your business

Esendex is at the cutting edge of mobile messaging development and we pride ourselves on offering our clients the very best channel, advice and technology to support their CX journeys.

Customer stories

CUSTOMER FEEDBACK

LV=

Prior to SMS, UK insurance provider LV= were using an outbound automated voice call to request customer feedback. On average this generated a 3% response rate.

However, once they swapped to our SMS Survey product, they were able to increase this to an impressive 27%.

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APOINTMENT REMINDERS

RED Driving School

RED Driving School uses mobile messaging to keep instructors up to date with booking confirmations. They send an SMS message to students regarding any refunds due and also send an SMS to instructors should a lesson be cancelled.

“…The no-show rate has vastly reduced and introducing the text messaging service has played a significant role in effectively implementing this new process.” 

CUSTOMER COMMUNICATION

Vaillant

Originally Vaillant used post or phone calls to contact and engage their customer base. However the response rate was low, around 2-5%, and was costly in-terms of both time and money.

They then introduced 

rich messaging and were able to increase their customer response rate to around 40% and free up their call centre team to deal with more complex inbound customer queries.

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