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Have you ever considered how the notifications you receive from businesses help simplify your life? Have you noticed the notifications can make your customer experiences positive and proactive rather than reactive?
For me, proactive customer communications is all about receiving personalized alerts, confirmations, and reminders from organizations I do business with. Let me share a few examples of helpful and timely communications that I receive which make my life easier:
1. Prescription Refills: I signed-up to receive text alerts from my pharmacy for my automatic monthly prescription refill.
2. Power Outage Notifications: I opted-in with my local utility to receive automated outage notification calls on my mobile phone. Proactively knowing that the power is out in my house while I’m still at work allows me to plan better—such as picking up take-out dinner on the way home rather than finding out there is no way to cook dinner when I get home with two hungry kids on my hands. Receiving the proactive notification when the occasional power outage does occur (along with the estimated restoration time) helps me make the best of a not-so-great situation.
3. Appointment Reminders: I provided my family’s dentists and doctors with consent to send me reminder emails for upcoming appointments. I usually schedule dental and medical appointments months in advance. And yes, I do put them on my calendar, but I find it helpful to also receive a friendly and proactive email. This not only allows me to confirm an appointment a few days in advance, but also provides options if I need to reschedule.
What do all three of my experiences have in common? The answer is that they all abide by the Telephone Consumer Protection Act (TCPA) because these businesses used my prior express consent to contact me over my preferred channel. In the US, the Federal Communication Commission (FCC) regulates these types of outbound communications with the ultimate goal of protecting consumer experiences. Recently, the FCC strengthened the TCPA with a landmark (138-page) 2015 US ruling, which heightened awareness for organizations to comply with requirements for capturing express consent, revoking consent, managing reassigned numbers, and clarifying the definition of an auto-dialer.
Smart organizations are not letting TCPA compliance requirements slow them down from proactively engaging with their customers. They know how important it is to keep customers informed about their accounts, the products, and services they use, and those they are interested in. These organizations are evolving their outbound strategies to meet compliance requirements and truly benefit from the intended purpose of delivering great experiences by engaging customers over their preferred channels in a timely and personalized manner.
According to a recent Forbes article, 87% of consumers are like me and want to be proactively contacted by organizations they do business with. Simply stated, this statistic supports a flexible outbound engagement solution for sending compliant communications to customers. You gain the benefits of:
Want to learn more about the TCPA ruling and its impact on customers? Please check out our new Genesys Executive Brief, 6 Ways to Mitigate TCPA Compliance Risk in Your Outbound Customer Engagement. We’ve taken a deep dive into the TCPA ruling, offering integrated opt-in best practices, tips, and tools to help mitigate risk and simplify your compliance efforts.
Here is just a sample of some of the topics included in the executive brief:
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