Presented by Sendbird
Teams across the org need to work together to make customer communication efficient and effective. In this VB Spotlight event, learn how to manage and coordinate customer comms from every department to maximize delivery, open rates, conversions and more.
Watch free on demand here.
The marketing department has traditionally led the way in crafting effective customer communication for acquisition and retention, from developing message and tone to adopting the critical technology and tools that reach the consumer where and when they prefer. The difficulty ramps up when organizations recognize that customer communication is a function that spans teams and functions, whether it’s product managers realizing customers value messages about their orders to the operations teams that need to communicate about systems issues and alerts.
“When you think about all of these teams within a brand that want to communicate, the challenge becomes how do you coordinate across all of these tools,” says Shailesh Nalawadi, head of product at Sendbird. “And how do you make a SaaS communication tool, for instance, available across other departments and easy to use, when they’re specifically designed for marketers?”
A tool built for marketing communication doesn’t have the APIs required to plug into existing support workflows — and a support tool isn’t designed to send messages to customers on the same channels they receive other communication. On the customer’s side, company communication appears fractured, often inconsistent, and sometimes spammy, rather than the smooth, w …
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Teams across the org need to work together to make customer communication efficient and effective. In this VB Spotlight event, learn how to manage and coordinate customer comms from every department to maximize delivery, open rates, conversions and more.
Watch free on demand here.
The marketing department has traditionally led the way in crafting effective customer communication for acquisition and retention, from developing message and tone to adopting the critical technology and tools that reach the consumer where and when they prefer. The difficulty ramps up when organizations recognize that customer communication is a function that spans teams and functions, whether it’s product managers realizing customers value messages about their orders to the operations teams that need to communicate about systems issues and alerts.
“When you think about all of these teams within a brand that want to communicate, the challenge becomes how do you coordinate across all of these tools,” says Shailesh Nalawadi, head of product at Sendbird. “And how do you make a SaaS communication tool, for instance, available across other departments and easy to use, when they’re specifically designed for marketers?”
A tool built for marketing communication doesn’t have the APIs required to plug into existing support workflows — and a support tool isn’t designed to send messages to customers on the same channels they receive other communication. On the customer’s side, company communication appears fractured, often inconsistent, and sometimes spammy, rather than the smooth, w …nnDiscussion:nn” ai_name=”RocketNews AI: ” start_sentence=”Can I tell you more about this article?” text_input_placeholder=”Type ‘Yes'”]