Workforce Management Featured Article
MoEngage Improves Real-Time Delivery of Multichannel Alerts
Consumers today expect immediate updates on critical transactions via notifications right at their fingertips. To do that, brands need to provide real-time alerts to improve the customer experience. But that is easier said than done as messaging and communications needs are more complex, especially as organizations grows
Building, updating and delivering these alerts require significant engineering bandwidth and resources. Development teams are relied on to maintain a transactional messaging infrastructure and add new channels.
That said, often there is no unified view of notifications received by customers. This means product teams find it difficult to determine if a customer received or acted on an alert. This potentially leads to customers receiving duplicate alerts across channels – or not receiving them at all.
Again, brands need a way to provide real-time transactional alerts across channels to improve customer relationships. That is possible with MoEngage Inform, a unified messaging infrastructure that enables brands to build and manage multichannel transactional alerts through one API.
With MoEngage Inform, brands gain the ability to send out an order or booking confirmation after a product is purchased, a delivery notification when a package arrives, one-time passwords for approving transactions or logging in securely or notifications around password resets in real time.
MoEngage Inform is a component of the MoEngage Customer Engagement Platform, which together enables brands to have one platform to support their customer messaging and notifications needs, both transactional and marketing-related. Brands achieve unified customer experiences, centralized visibility and performance, reduced engineering resources, faster delivery alerts and improved data security and reporting with MoEngage Inform.
“With MoEngage Inform, engineering teams can focus on delivering core offerings instead of building backend infrastructures,” said Raviteja Dodda, CEO and co-founder of MoEngage. “Product and marketing teams also gain a unified view of the customer journey that allow them to better understand and gather insights to inform future initiatives to deliver a better customer experience.
More importantly, MoEngage Inform allows brands to focus more on delivering the cohesive, time-sensitive messages that consumers want. The end result is happier customers and fewer frustrated calls to the contact center, so agents, too, are able to spend their time more handling other customer needs that can’t be resolved by simple messages.
Edited by Erik Linask
