Forrester Paper: The Untapped Benefits Of Proactive Customer Communication

An Omnichannel Engagement Focus Is Critical To Success

On average, organisations 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 organisations today have prioritised 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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