THOUGHT LEADERSHIP PAPER

Forrester Paper: The Untapped Benefits Of Proactive Customer Communication 

An Omnichannel Engagement Focus Is Critical To Success

Forrester Thought Leadership Paper: The Untapped Benefits Of Proactive Communication

On average, organizations are proactively sending nine different types of communications to customers. That includes sales promotions, new customer onboarding, appointment and billing reminders, outage notifications, fraud alerts, account updates, loyalty programs and customer satisfaction surveys. To thrive in today’s market, companies must learn to embrace proactive customer communication within a larger omnichannel engagement strategy in order to succeed.

In fact, 65% of organizations today have prioritized proactive customer communication to keep their customers informed about their account, products and services. Additional benefits include:

  • Increased revenue - 37%
  • Reduction in repeat calls - 36%
  • Agent cost savings - 31%

Want to learn more? Download this thought leadership paper to up your proactive customer communication strategy today!

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