Customer communication is easy, right? Write an email, send it. Rinse and repeat.
Of course, in reality it looks very different. What if your organisation has thousands, or even millions of clients? If your data wasn’t consistent or you have an international/multilingual audience. Or if you don't have the people-power to communicate in the ways that you'd really like?
Maintaining and managing regular communication is essential to most client facing organisations. However, in today's multi-channel environment it's a huge challenge to deal with. Whether it is being able to get data out of systems (CRM, ERP, Finance, etc.) or ensuring that GDPR policies are adhered to, or simply managing the multitude of potential communication methods, what might seem like a simple task often becomes a behemoth project.
Often, we may need to work with complex data and a huge number of tools that increase workload, require knowledge of multiple platforms that introduce delays and opportunity for error. What makes things worse is that we'll often encounter conflicting or absent data in different systems creating a more complex environment.
Customers are more tech savvy and demanding than ever. If you don’t get it right – first time, on time – customer loyalty and your organisations’ reputation could be at risk. Fortunately, there are tools that can help make our lives a little easier. These tools ensure that clients receive highly personalised, relevant and accurate communications, consistently in an automated way.
Using IPaaS (Integration Service as a Platform) tools such as Workato, can simplify business processes. With these tools, you can build automations to join systems together, synchronise data across multiple platforms and apply simple, streamlined workflows effectively. These automations rely on repeatable rules and logic, ensuring consistency.
For example, we might want to interrogate and gather data from multiple sources, not just to understand who we're in communication with, but to also ensure that we have as much data about them as possible. We can connect to virtually any number of outgoing platforms (e.g. Email tools, Social Media, Client Portals, SMS etc.) and use the data that we've gathered to build automated, personalised and compliant communications in near real-time, with minimal human intervention required.
All types of communication methods are catered for. Workato is able to combine the technologies of your choice into a single effective ecosystem.
Additional Benefits:
Data Synchronisation: Ensures that all departments, from Sales to Technical, can access the most up-to-date information regardless of where it originated.
GPT and LLM Integration: Tools that can be deployed quickly to handle enquiries and triage issues, using real time organisational data, ensuring fast accurate responses.
Sales Impact: Integrating GPT and LLMs into processes can boost pipeline and “win rates”. For example, see a simple recipe (an integration and automation process) in Workato below - that is triggered by the Closed Lost stage in Salesforce. Using data feeds and OpenAI it drafts personalised follow-up emails to keep prospects engaged.
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