Solutions Archive - Sinch

How to nail conversational messaging

What's in store? Rethinking CX for retail and e-commerce

What are you waiting for?

Start building trust today!

The post Conversational Commerce appeared first on Sinch.

Customer Service

Shannon Goch — Mon, 22 Jul 2024 09:48:41 +0000

SINCH FOR CUSTOMER SERVICE

Engage customers on their terms, on their channels

Serve customers on their preferred communication channels. Self-service, chatbot, phone, email, SMS, chat, video, messaging app – we’ve got it all!

Talk to an expert

Join over 150,000 businesses, including 8 of the 10 largest tech companies in the world.

A cloud-based communications platform to simplify customer service

Bring your legacy customer-service platform into the digital age

Traditional on-premise systems are hard to integrate, costly to maintain, and problematic to update. Ain’t nobody got time for that! Simplify, cut costs, and deliver value with a cloud-based system.

See infographic

Engage customers on their preferred communication channels

Some people love to talk on the phone. Others want to send a quick text. Let customers choose how they want to engage – whether by phone, video, email, chat, SMS, or messaging app.

Add any channel via API

Deliver frictionless self-service

Don’t force customers to go on a “journey”. Many people prefer the convenience of self-service tools, like chatbots, for basic tasks such as checking account balances or rescheduling appointments.

Learn about chatbots

Minimize hold times and transfers -improve FCR and C-SAT!

Cut call transfer hold times while increasing first-contact resolution (FCR) and customer satisfaction (C-SAT) by connecting customers to the best-suited agent, using skills-based routing.

Watch the video

Proactive service

Reach customers with outbound communications. Enable automated call-backs, subscription renewals, outage notifications, surveys, appointment reminders, and more. Track campaign status and results.

89%

Up to 89% customer retention rate with campaigns.

3x

3x productivity improvement via predictive dialing.

Self service

Many customers prefer the convenience of self-service, especially for simple tasks. AI-enabled chatbots and voicebots can improve customer satisfaction, while freeing up agents for higher-value work.

80%

Automate up to 80% of routine customer requests.

87.5%

Increase conversion rate by 87.5%.

Assisted service

Customers can’t always resolve issues on their own via self-service IVR or chatbot. In such cases, you can transition customers to the best-equipped knowledgeable human agent via skills-based routing.

60%

Of customers want access to a live human agent.

33%

Improve FCR by up to 30% with skills-based routing.

Customer feedback

Contact center analytics tell whether you’re meeting KPIs, but don’t tell the whole story. Utilize post-conversation surveys to harness immediate customer feedback and improve the customer experience.

1 in 27

Only 1 in 27 dissatisfied customers complain.

67%

Of customer churn in preventable.

“The contact center offering from Sinch aligns our resources to our customers’ need at the right time. This allows us to maintain a competitive edge in the marketplace.”

Cris Franco Manager, Customer Technical Support, Yaskawa America Inc.

“Sinch enables us to handle seasonal retail volumes. For example, during Black Week, we were able to handle 50% more contacts than previous years.”

Tobias Zackrisson Business Development Manager, Elkjöp

See the benefits

Boost customer satisfaction

Every customer is unique. Skills-based routing ensures that each customer is connected to the best-suited agent, helping improve FCR. Allowing customers to contact you via their preferred communication channel further helps drive improved C-SAT.

Boost customer retention

Attracting new customer is more expensive than keeping existing ones. Using proactive service (such as automated reminders and notifications) together with post-call surveys, can help improve customer retention, leading to increased profitability.

Cut service costs

Giving customers access to self-service tools such as an IVR and chatbot can help deflect up to 50% to 80% of routine queries, saving money, and freeing agents to work on higher-value tasks like cross-selling and up-selling.

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Your gateway to all the channels your customers love in one single interface.

Conversational Care

Ben Davies — Fri, 05 Jul 2024 12:53:28 +0000

CONVERSATIONAL CARE

Create true customer engagement

Don’t just answer questions – you can do so much more! Cut costs and transform your customer services with conversational messaging.

Talk to an expert

Join over 150,000 businesses, including 8 of the 10 largest tech companies in the world.

Conversational messaging will transform your customer service

Provide fast service, available 24/7

Deliver an exceptional customer experience with fast responses at the customer’s own convenience.

Reduce your support costs

Automate the routine asks to let your support team focus on the more complex questions and tasks.

Increase sales

Know what your customers are looking for and why they’re abandoning their carts! Recover conversions with a virtual shop assistant.

Increase revenue

Serve your customers on the spot to increase sales conversion and reduce churn.

Help your customers find what they’re looking for

Provide a personalized guided experience to help them find what is right for them. Or simply answer any questions they might have about your products.

120%

Increase in sales.

x2750%

Estimated ROI.

Improve conversion rates with fast and convenient support

Help your customers complete a transaction – answer any questions before they decide to move on.

2,000

Claims automated per month.

100

Digital E2E flow.

Stay one step ahead with proactive communication

Stay one step ahead with proactive communication.

20%

Reduced churn.

x3

NPS.

Reduce wait times

Serve your customers on the spot when they need it via automation and live support.

80%

Of conversations automated.

30%

Lower support cost vs. voice.

Connect through conversation

Introduce messaging as a support channel for a true win-win

Increase agent efficiency while engaging with your customers through the channels they already know and love.

Automate conversations at scale

Automating is not only a good way to significantly reduce costs – it also provides customers with personalized and fast responses, any time of the day.

Send proactive communication

Customer service is not only about responding to customer requests. Stay one step ahead and personalize interactions to increase ROI, reduce churn and build stronger customer relationships at scale.

Explore our conversational messaging products

Conversation API

Your gateway to all the channels your customers love in one single interface.

Learn more

Campaigns

Create and deliver personalized mobile messaging campaigns that transform brand experience.

Learn more

Chatlayer

Scale your conversations using powerful AI chatbots and voicebots.

Learn more

Contact Pro

Enable comprehensive omnichannel customer service experiences.

Learn more

What are you waiting for?

Start engaging your customers today!

The post Conversational Care appeared first on Sinch.

Conversational Commerce

Ben Davies — Fri, 05 Jul 2024 12:05:02 +0000

CONVERSATIONAL COMMERCE

Offer a richer shopping experience with chatbots and messaging channels

Revolutionize the customer journey! Boost sales and nurture long-term relationships – with a chatbot that does the work for you and on any channel your customer prefers.

Talk to an expert

Join over 150,000 businesses, including 8 of the 10 largest tech companies in the world.

Use personalized conversations to convert and engage

Stay relevant – automatically

Take advantage of trends and seasons to offer tailored social ads and discounts that always feel fresh. It’s automatic – even the lead qualification!

Help customers find your store and the perfect product

Revolutionize the purchasing process with AI! Make it quick with product recommendations, catalogue view, and nearest store indicators.

Increase sales

Know what your customers are looking for and why they’re abandoning their carts! Recover conversions with a virtual shop assistant.

Delight your customers

Keep impressing customers even after they’ve converted. Share order status before they ask, send personalized NPS surveys, and more to elevate the customer experience!

Get started

Talk to an expert

Answer anyone, anywhere – within seconds

SMS

Send and receive text messages at scale through a single connection.

Learn more

RCS

Rich Media, guided responses, and an app-like experience, all in the users SMS inbox.

Learn more

Create automated chats, build trust, and enrich the customer journey.

Learn More

Facebook Messenger

Connect with 1 billion global users on Facebook Messenger for Business.

Learn More

Instagram

Take user experience to the next level with real-time conversational commerce on Instagram.

Learn More

Viber

Connect with key audiences over Viber Business Messaging.

Learn More

Enable customer-initiated, branded conversations on a secure platform.

Learn More

Kakao Talk

Deliver rich messages to customers on the channel they love.

Learn More

LINE

Chat with customers in Japan, Thailand, and more with LINE.

Learn More

Go omnichannel with our ready-to-use chatbot templates

Connect the same bot flow on every channel your customers use! One flow, one platform, endless conversion possibilities!

Reduce barriers to purchase with Conversation API! Be available for questions and provide relevant information to customers wherever they are on their journey.

Learn more about Chatlayer

Learn more about Conversation API

AI bots is here to transform your customer conversations

Choose your language

Set up your chatbot in one language and instantly start serving customers in 125+ others. Voila!

Pick channels and formats

Communicate by voice or text, with images, videos, or even PDF documents in different apps!

Analyze and improve

Monitor service quality and insights to continuously improve interactions and conversions!

Connect your team and scale

Let your team support customers while they shop or solve their problems by connecting your own contact center.

“In Sinch, we saw a partner committed to solving our pain as if it were theirs.”

Rheise Marestoni Operations Coordinator – iFood

Explore conversational messaging products

Conversation API

Create and deliver personalized mobile messaging campaigns that transform brand experience.

Campaigns

Scale your conversations using powerful AI chatbots and voicebots.

Chatlayer

Enable comprehensive omnichannel customer service experiences.

ContactPro

Get your insights

Guides

The ultimate guide to conversational messaging channels

How to nail conversational messaging

What's in store? Rethinking CX for retail and e-commerce

One simple API to reach customers over multiple channels and deliver a mobile-first experience that’s out of this world!

What are you waiting for?

Start building trust today!

The post Conversational Commerce appeared first on Sinch.

Conversational Marketing

Ben Davies — Fri, 05 Jul 2024 11:43:09 +0000

Conversational Marketing

Make marketing meaningful with real-time conversations

Drive higher engagement and get more qualified leads. With Sinch, starting conversations couldn’t be easier!

Talk to an expert

Join over 150,000 businesses, including 8 of the 10 largest tech companies in the world.

Drop the megaphone – make marketing conversational 

Boost customer engagement

Your customers want to talk. Prove you’re listening with personalized responses in real time, and watch engagement – and conversions – soar.

Make it easy with omnichannel

Make connecting with your customers as easy as talking to friends. Pick the channel they want and the time that suits them – all you have to do is be ready.

Increase sales

Did you know 50% of sales go to the vendor that responds first? Ka-ching. Make sure you’re always first with instant, personalized conversations!

Talk to an expert

Try something a whole lot hotter than cold-calling

Conversation API

Create and deliver personalized mobile messaging campaigns that transform brand experience.

Campaigns

Scale your conversations using powerful AI chatbots and voicebots.

Chatlayer

Enable comprehensive omnichannel customer service experiences.

Contact Pro

Design one conversation, and send it across all the channels your customers use. Easy! Interact via SMS, MMS, RCS, WhatsApp, Messenger, Viber, Instagram, and more.

Automatic. Personal. Omnichannel. Yes please!

Engaging with customers in their busy lives is a marketer’s #1 challenge. But it doesn’t have to be so hard! Go conversational and your sales team and customers will thank you. Make it simple with Sinch!

Talk to an expert

Explore channels

Make marketing easy with advanced features

Conversation API

125+ languages

With our Chatlayer platform you can program a customer service chatbot in one language – and instantly use it in 125 others. Cool, huh?

Omnichannel ready

One size does not fit all – your customers are individuals with their own tastes and favorite channels. So be available on all of them!

Easy integrations

We’re all about keeping it simple. That’s why we make sure our tools work smoothly with your tools.

“We rely on Sinch and Adobe Campaign for proactive communications to make sure customers recognize that Nissan is looking after them. Instead of being reactive, we can be much more proactive based on what we know about our customers’ needs.”

Claire Laurent Senior Account Director at Publicis, Nissan’s marketing partner

Become a conversational marketing pro

Guides

The ultimate guide to conversational messaging channels

What's in store? Rethinking CX for retail and e-commerce

Why conversational messaging is the new imperative in direct marketing

Your gateway to all the channels your customers love in one single interface.

What are you waiting for?

Get ready to revamp your marketing strategy!

The post Conversational Marketing appeared first on Sinch.

Mobile Identity & Security

Ben Davies — Fri, 05 Jul 2024 08:52:26 +0000

MOBILE IDENTITY & SECURITY

Improve trust and identify mobile subscribers

Allow customers, partners, and employees to sign-up, sign-in, and share information about themselves securely.

Talk to an expert

Join over 150,000 businesses, including 8 of the 10 largest tech companies in the world.

Mobile devices are trusted to identify over 5 billion end-users daily

Simplify your sign-up process and boost conversions

Let end users identify themselves with just their mobile phone number.

Address the password problem with easy to use 2FA

People love reusing passwords. Problem is, that means security problems for you and them! Stop security vulnerabilities with two-factor authentication.

Protect your users every step of the way

Protect users from account takeover, prevent and detect fraud, and improve confidence in customer data.

Learn more

Mobile Identity is essential for secure customer engagement

Conversation API

Need Voice, In-App Video, or In-App Voice Calling capabilities? We’ve got you covered!

Voice and Video

Enable comprehensive omnichannel customer service experiences.

ContactPro

A tailored solution

Whether your goal is to lower costs, boost UX, improve security, or build digital inclusion – we have a solution!

Talk to an expert

Adaptable verification solutions to meet your needs

Reduce authentication costs

Unified Verification chooses the best verification method for your customers, improving conversion, and lowering overall costs.

Reach all your customers

We offer verification solutions that work on both fixed and mobile devices, and that cater for visual impairment and digital inclusion!

Optimize user experience

Offer customers a verification solution that they know how to use, while minimizing interaction with zero-click authentication.

Improve security

Reduce the risk of social engineering with seamless verification methods.

“Sinch has drastically reduced the number of fake accounts and fraud on our platform. In addition, as a global company, it was easy to use their services in another country when we started to expand internationally.”

Felipe Cousin Head of Technology, Aiqfome

Mobile CX Insights

Healthcare reborn

Retail reimagined

Bank to the Future: Rethinking CX for financial services

Create and deliver personalized mobile messaging campaigns that transform brand experience.

What are you waiting for?

Start building trust today!

The post Mobile Identity & Security appeared first on Sinch.

Communication Service Providers

Ben Davies — Tue, 02 Jul 2024 12:22:19 +0000

COMMUNICATION SERVICE PROVIDERS

Ready to disrupt and gain an advantage?

To keep a competitive edge, you need a partner that will help expand your portfolio and boost scalability. We’ve got you. More ability. More scale. More revenue.

Talk to an expert

Join over 150,000 businesses, including 8 of the 10 largest companies in the world.

You can depend on us

#1

We have the largest owned and operated facilities-based footprint covering 95% of the U.S.

140M+

Phone numbers powered by our network.

37%

More local number coverage compared to the next largest provider.

300B+

Minutes of use on our network annually.

Amplify your customer experience, network, and solutions

Communication platform as a service provider

Great can always be better — get unmatched quality.

Ready to expand your customer base and grow revenue? Use our APIs to build new functionality into your already-awesome solution. We make it easy to set up your phone numbers, enhance voice services, add enhanced 911 calling, and create an omnichannel experience with mobility and messaging solutions.

Contact center as a service provider

Scale that gets them talking.

Contact center under pressure? We know. But don’t worry; Sinch can help! We can support your need to quickly add toll-free and long-distance voice services — reliably and affordably.

Cloud collaboration platform provider

Connect your customers with confidence.

Your customers trust you to always be available. Lean on us to get it done! Attract more users with new features powered by our flexible APIs, expansive number inventory, and white-label mobility clients. Plus, our super network will help you scale to meet high-volume needs.

Managed service provider

Hold on to happy customers while adding new ones.

You’ve built strong customer ties — we’ll be the partner who helps keep your brand front and center. Our super network has the largest footprint, extensive coverage, and direct connections to let your services shine with the highest quality, reliability, and security.

Over-the-top provider

Keep it simple: one provider, countless solutions.

Imagine one API automation for all your voice, messaging, and emergency service communication needs. Well, you’ve found it!

Value-added reseller

Raise the bar on existing offers or add new ones in a snap.

Customers are looking for new, simple-to-use, and time-saving services — you need to deliver to stay ahead of your competition. We make it easy to launch; and elevate your branded voice service, so increasing revenue is a breeze!

Phone numbers

Turbo-charge your growth with a customer-obsessed partner

It only takes a minute to build or expand a local presence for your business in any market. Easily access our vast phone number inventory and order millions or just a few on the largest, on-net phone number footprint available. And porting is always stress-free!

Explore phone numbers

Talk to an expert

Voice

Connect your customers to a complete voice solution and next-level experience

A single connection for scale, reach, and unrivaled quality. Our local, long-distance, international, and toll-free calling services offer flexible solutions for all business and customer needs. Coverage extends across the United States, including rural communities.

Explore voice solutions

Talk to an expert

Messaging

Get your message across

Expand your messaging capabilities and improve the experience with channels customers know and love. Sinch offers the richest choice of channels, and they’re all available instantly.

Explore messaging solutions

Talk to an expert

MOBILITY CLIENTS AND SDKS

Build an omnichannel mobility solution customers will love – it’s easy!

Create a fully branded and customized mobility solution with 300+ options in just 24 hours with no coding required! Our cloud softphone platform and SDKs offer all the functionality needed to integrate your solution with other applications and take it to the next level.

Explore mobility clients and SDKs

Talk to an expert

Security

End-to-end peace of mind.

We are ISO 27001 certified and compliant across multiple data privacy regulations, including HIPAA. Our next-generation 911 service is ISO9001/TL9000 compliant. We take security seriously and have sophisticated measures in place to ensure your traffic is protected.

Learn more

Customer support

Exceptional service and support tools.

Rely on our experts to help you. Our powerful APIs and easy-to-use portal supports all your self-service needs, and our network operations center (NOC) team is available 24×7 to handle any issues. We’re with you every step of the way — from onboarding and implementation to support.

Learn more

Fraud protection

We’re serious about mitigating fraud.

Fraud protection like proactive blocking, reactive ANI monitoring and blocking, timebound spend thresholds, randomizer, whitelisting, and CNAM dips are just a few of the precautions we take to keep fraud at bay. We’re also STIR/SHAKEN compliant to ease robocalling and help stop scam calls and spoofing.

Learn more

Discover how our services build a competitive edge

Phone numbers

Numbers you can use for everything – so you can focus on your business.

Learn more

Voice termination

Connect directly to the largest and highest-quality tier 1 independent network.

Learn more

STIR/SHAKEN

No one like robocalls. Mitigate spoofs and add call treatment for inbound.

Learn more

Messaging

Enhance your customer engagement with media-rich texts.

Learn more

Fax platform

Send and receive secure faxes at scale with our app or API.

Learn more

Mobility clients

Go to market quickly with your own unified communications app.

Learn more

Toll-free

Give customers and prospects an easy, reliable way to reach you. Yes please!

Learn more

E911

Connect callers to emergency services with fast, reliable, and accurate delivery of 911 calls.

Learn more

What are you waiting for?

Let’s help you get started with the best solution for your business!

The post Communication Service Providers appeared first on Sinch.

Sinch for Marketing

Ben Davies — Mon, 13 May 2024 14:55:14 +0000

Sinch for Marketing

Drive conversions through 1:1 conversations

Grab attention, convert, and retain customers with personalized conversational marketing campaigns – on any mobile messaging channel!

Talk to an expert

Join over 150,000 businesses, including 8 of the 10 largest tech companies in the world.

Drive performance and build deeper connections

Boost satisfaction

Customers expect always-on conversations on their favorite channels. Send personalized text, video, or images – and add some AI magic for 24/7 availability!

Increase sales

Personalize your messages and offers to cut through the noise and boost average order value with two-way SMS. We’ll show you how!

Watch revenue soar

Personalized campaigns with rich landing pages, media, or personalized video can drive up to 10x higher conversions. That’s too good to miss out on!

Reduce churn

Our experience shows that going personal can reduce annual churn by over 17%. What are you waiting for?

Make a perfect first impression

Just like in any relationship, the first few minutes are key! Sinch for Marketing makes sure you start off on the right foot with any potential customer.

75%

Form completion rate.

12%

Conversion rate on first purchase.

Show your commitment

Starting a relationship is not the end-game – prove it’s meaningful each day! Show customers you care with personalized messaging. We’re here to help!

220%

ROI

3x

Higher conversion rate vs email.

Make it last

Sometimes, despite your best efforts, relationships lose their substance. But they can be rekindled! Bring back the romance – our team are experts in restoring damaged customer relationships.

50%

Lower churn rate.

Everything you need in your marketing toolbox

Campaigns

Learn More

Chatlayer

Scale your conversations using powerful AI chatbots and voicebots.

Learn More

Contact Pro

Enable comprehensive omnichannel customer service experiences.

Learn More

“We rely on Sinch and Adobe Campaign for proactive communications to make sure customers recognize that Nissan is looking after them. We can be proactive based on what we know about our customers’ needs.”

Claire Laurent Senior Account Director at Publicis, Nissan’s marketing partner

Read the customer story

“We truly appreciated Sinch’s proactivity and creativity in helping us define new campaign concepts. Their enthusiasm and ability to adapt to our specific needs and target audience really made a difference. Sinch supported us from campaign brief to concept creation and implementation and, within a few weeks, we were ready to roll.”

Clémence Rosier CRM Project Manager at Intermarché

Read the customer story

“There are ways for us to be more playful in mobile messaging, that allow you to grab attention and really come to the front of someone’s phone, rather than being buried in their inbox.”

Matt Reid Vice President of Omni-Channel Marketing, Vail Resorts

Read the customer story

Get more insights

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What are you waiting for?

30 minutes with our experts can transform your business!

The post Sinch for Marketing appeared first on Sinch.

Operations

Andrei Ionita — Thu, 02 May 2024 09:40:23 +0000

SINCH FOR OPERATIONS

Top-notch service. More revenue. Win-win!

Want to increase efficiency and improve the customer experience? It’s easy – integrate mobile communication into your service delivery process!

Talk to an expert

Join over 150,000 businesses, including 8 of the 10 largest tech companies in the world.

Perks for your customers – and for your business

Stop revenue leakage before it starts

Let employees talk with customers on their phones while keeping numbers private. Use number masking to protect sensitive data while fostering seamless communication.

Keep customers in the know

Inform customers about important account activity. Examples include low balance alerts, password resets, or bill reminders. Select the notification channel and frequency of alerts to your customer’s preferences.

Secure, fast, and reliable account access

Hooray for low latency! Use SMS, voice, or flash call verification as a measure of security to identify users. Secure login and sign up from unwanted visitors with number verification and 2FA and make the process smooth.

Say no to no-shows

Reduce no-shows by delivering appointment reminders via SMS or any other mobile channel. Also, notify standby clients about new appointment availabilities.

Talk to an expert

Reduce non-pickups

Send delivery reminders with the estimated time of arrival via SMS. Or send a personalized SMS to say that an item is available for pick-up. Either way, reduce the costs of wasted deliveries!

20%

Reductions in no shows.

35%

Decrease in non-pickups.

Stop no-shows

Did you know missed appointments cost UK General Practitioners over £13,000 on average? But you can do something about it! SMS reminders have helped Sinch customers drastically reduce the number of missed appointments significantly – and save money!

50%

Reduction in missed appointments.

Seamless sign in and sign up

You need to verify retail customers – but in a way that won’t make them drop off! Use 2FA to verify a user phone numbers, boosting sign-up and conversion of new customers. Ka-ching!

11%

Increase in conversion.

Secure your revenue streams

Why do ride-hailing customers love Sinch? Because we enable voice calling between driver and customer, without disclosing the real numbers. More security for the customer – more revenue for your company.

“With the impact of COVID-19 on food service, we saw an opportunity to close the messaging gap. Sinch provided high delivery, stable connections, and scalable support.”

Jon Flowers Senior Engineering Manager

See the benefits

Boost revenue

Prevent fraud, keep customers secure, and increase conversion rates. Yes, they go together! An incredible, safe customer experience means lower churn and more revenue. To keep you and your customers happy!

Cut costs

Stop losing money on no-shows or orders that aren’t picked up in time. Keep customers notified with service delivery messaging on all the channels they love!

Enhance engagement

Did you know that customers are 35x more likely to open a mobile message than an email? Start customizing and automating those messages, and sending them on every channel your customers want – with Sinch tools, it’s easy!

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Customer journey optimization: stop mapping and start managing