Speaker: Tiffany Kaminsky | Chief Revenue Officer & Co-Founder, Symend
A major ice storm is hitting the US today. Here are five ways that Symend helps our clients communicate with customers during emergencies and disasters.
Number one, digital engagement strategy. First, we help to manage the surge. During crisis, call centers get overwhelmed. Our digital first approach reduces inbound calls while keeping customers informed and providing them access to services that are needed. We often see up to an 85% drop in expected call volumes while helping customers get access and temporary relief from losing vital services in times of crisis.
The second one is proactive readiness. We're ready when disaster strikes within 24 hours. We can deploy an emergency response playbook to the customers that are impacted.
Which feeds into number three, which is our geo segmentation. We want to make sure you're targeting the right customers at the right time with the right message as they're being impacted. We can help you to identify these customers so only impacted individuals receive the emergency communications and vital programs that they need.
Fourth, we communicate with empathy through our behavioral science power communications. This ensures that we're using short, clear, supportive messages ingrained with the best behavioral science insights to reduce the cognitive overload during these stressful times.
And the fifth thing we do is we always want to help you to learn and improve as we iterate and learn more about your customers. After a crisis, we provide survey results to understand how your customers felt and made sure that they were supported.
Overall, we typically see up to a 25% increase in customer satisfaction and brand affinity. If you want to strengthen your response playbook, connect with us.
Because keeping customers is as important as recovering debt.
