What Kind of Service Will Turn a Customer into a Brand Advocate?


proactive customer engagementConsumers continue to demand higher levels of personalized service.  We know this very well at Aspect Software.  In fact, we’ve dedicated the last 40 years to developing solutions that help companies engage with their customers over a broad array of channels and deliver differentiated service to their customers.  But providing self-service options or engaging with customers over voice, chat, email, and social just doesn’t differentiate a company as it used to.  That sort of service delivery is expected of a company that wants to survive in a highly competitive market place.  What makes me say “wow” as a consumer is when I get a text notifying me that my wife’s anniversary gift is to be delivered on time or when I get a friendly, automated call offering to take my credit card payment over the phone.  I want to know that the companies I do business with not only value me as a customer, but that they are willing to go the extra mile to make me feel… well… appreciated.

Those small gestures build loyalty and I, naturally, become a brand advocate.  Don’t you?

Last week at Aspect, we announced the availability of the Aspect Proactive Engagement Suite.  This is exciting news and it allows our customers to very quickly deploy the types of proactive engagement applications their customers are demanding.  This is our way of helping our customers build their own network of brand advocates. The Aspect Proactive Engagement Suite empowers Aspect customers to engage and delight their customers with a SaaS-based customer communication application suite that focuses on engagement vs. one-way notifications and fully automates two-way omni-channel interactions. We know well that our customer’s biggest expenses are their agents and technology.  This solution now allows our customers to augment their efforts with an easy-to-deploy, pay-as-you-go solution that ties right in with their existing contact center environment.

With the Aspect Proactive Engagement Suite, once notifications are sent out, customers can respond in the channel of their choice and even switch between channels as part of one seamless conversation. This easy-to-deploy suite of customizable applications is specifically designed for companies across industries wanting to proactively provide customers the information they want, when they want it and, how they want it delivered. It’s all about happier customers at a time when consumers demand increasing levels of personalized service. Consider, too, the number of inbound calls that can be deflected from the contact center and the opportunity to reduce costs!

Be it early-stage collections, surveys, disconnect service notifications via SMS, or even fraud prevention efforts, this suite can be quickly deployed to meet your proactive customer engagement needs.

If you’re interested in learning more, feel free to visit the Aspect website. You can also email me (Tony.Lama@Aspect.com) or Tweet me (@TheTonyLama) for more information:

It’s an exciting time to be at Aspect!