In the evolving landscape of customer-business communications, successful businesses are those skilled at maintaining regular and convenient interactions with their customers. They go beyond reactive customer service by proactively anticipating customer issues and needs.

Therefore, it is not surprising that SMS and WhatsApp messaging channels have experienced a surge in popularity in recent years, emerging as effective and preferred communication channels for businesses. The concise nature of messaging allows for a quick and easy exchange of information and offers a level of immediacy that aligns with the fast-paced lifestyle of modern consumers.

Let’s look at some of the facts:

  • SMS has the highest engagement level of any communication channel with 98% open rates. (PCMag)
  • SMS has an average 45% open rate, compared to 6% for email (Gartner)
  • WhatsApp has two billion active users worldwide, and is the most popular messaging app in the world. (Backlinko)
  • People in the UK check their phone on average of every 12 minutes (USwitch)
  • 58% of customers say texting is the best way to reach them (Businesswire)

Introducing Proactive Outreach

Proactive Outreach enhances 8x8's CC and UC customers messaging capabilities, helping to eliminate the reactive nature of customer interactions. By leveraging 8x8's CPaaS capabilities natively in 8x8 Contact Center and UC solution, organizations can now effortlessly access SMS and WhatsApp add-on packages to send highly personalized messaging at scale. Proactive Outreach includes packages for every business use case, including:

Notify: One-to-many, personalized outbound messaging, with direct routing, reporting, and analytics. Ideal for sales and marketing promotions, reminders, and product announcements.

Interact: One-to-many and two-way messaging, which includes Notify capabilities plus automation, API access, and inbound routing to your contact center agents or bots. Ideal for customer service, support, and real-time feedback.

Alert: Instant, mass outbound notifications, utilizing pre-made templates for sharing time-sensitive, critical information. Ideal for power outages, weather warnings, and emergencies.

Key capabilities include:

  • Intuitive no-code, web-based campaign management platform, enabling you to send mass messages instantly with a few clicks—with no coding or integration skills needed
  • Intelligent messaging routing to automatically select the best SMS routes to ensure your messages are delivered
  • Advanced reporting and analytics to track campaign performance, as well as delivery receipts for all messages
  • Campaign scheduler to schedule notifications and other important information in advance
  • Template manager to create, submit, and manage WhatsApp and SMS templates via our campaign management platform

Experience the benefits of Proactive Outreach

  1. Add your customers' preferred communication channels with native integrations into your CC and UC solutions with our no-code, quick implementation packages, tailored for all use cases.
  2. Boost engagement and satisfaction by proactively guiding customers through their journey with timely and relevant interactions, rather than being reactive.
  3. Optimize conversions and boost revenue by delivering highly personalized sales and marketing campaigns on channels with the highest open and response rates.

Want to learn more about how Proactive Outreach can elevate your customer interactions? Contact us today.