Vonage, the global business cloud communications company, is helping businesses across Asia deliver seamless and frictionless communications to enhance customer experience (CX) in today’s mobile world, via Nexmo, the Vonage API Platform.
Customer experience (CX) has become a key business strategy for brands. According to McKinsey, a holistic approach to CX transformation where a brand focuses on the customer, along with operational and IT improvements, can generate a 20 to 30 percent growth in customer satisfaction and economic gains of 20 to 50 percent of the cost base
More than ever businesses must focus on enhancing CX, leveraging programmable communications such as APIs (application programming interfaces) and social messaging apps to stitch together an ideal, frictionless experience.
Through Nexmo, Vonage provides tools for voice, messaging and phone verification services, allowing developers to embed contextual, programmable communications into mobile apps, websites and business systems. Nexmo APIs enable enterprises to reach their customers in real time, anywhere in the world, through text messaging, chat, social media and voice.
Mobile Messaging Dominance
The proliferation of smartphones has led to an increase in mobile messaging app usage. According to eMarketer, 1.82 billion people used a mobile messaging app on a monthly basis in 2017. Messaging’s momentum is only expected to grow, with 2.48 billion monthly users estimated by 2021.
This increase in usage has made business messaging the new normal, with emerging markets leading the charge.
To better reach customers, businesses need to interact with customers through their preferred channels such as messaging apps or chat. Nexmo APIs allow businesses to easily integrate messaging into their customer interactions and create a better overall experience.
Benefits to Customers
For deals platform Fave, providing its merchants with a choice of communications channels was important. “Powered by Nexmo APIs, we are able to offer merchants tailored communications according to their preferred channel. Instead of getting notifications on the Fave app, merchants can be notified via SMS or voice calls when a transaction is made. End of month transaction statements are sent via email,” said Mr Eyad Alama, Principal Architect, Fave.
Customers have asked Fave to incorporate video ‘Know-Your-Customer’ (KYC) capabilities to help improve the authentication process. An individual can jump on a video call to introduce themselves and present their identification documents instead of meeting the business face-to-face, saving time and cost.
Authenticating a new merchant is an important process at Fave. Apart from getting their basic details, we also need to meet the merchants and check their store to ascertain the business’ authenticity. With video KYC, the company can cut the lead time of two to three days to an hour to complete the whole process.