boomEngage

Build Interactive Customer Journeys

boomEnage allows an organisation to build fully interactive customer journeys to automate engagement across different communication channels; creating a seamless experience for the end user whilst reducing an organisation’s cost to serve.  Allowing customers to initiate engagements via SMS or voice, boomEngage helps your organisation to automatically fulfil a range of customer enquiries, ranging from a support request to a booking enquiry, all without the need for manual intervention.

 

  • Intuitive interface for building customer journeys
  • Initiate engagement from an outbound broadcast or allow end-users to engage directly
  • SMS and Voice engagements with additional channels to follow
  • ‘Hot-key’ selection for immediate divert of urgent or critical requests
  • Real-time data ‘look-up’ from Boomerang system data or third-party systems
  • A detailed report of each individual engagement sent to a designated email address(es)
  • Options to include links to payment gateway and e-sign service
  • Allow customers to schedule a callback and connect them with an agent at the agreed time

 

 

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Uses

  • Service desk - Automated management of inbound support requests (troubleshooting, ‘How to’)
  • Agents can interact with end users from their email client to resolve support requests
  • Incidents - Provide a mechanism for the public to report incidents in real-time (e.g. crime, suspicious behaviour, public health risks, delays or service disruption)
  • Customer experience - Initiate customer feedback surveys or polling campaigns to drive engagement
  • Self-serve - Allow customers to request information (e.g. nearest location, schedule a call back or make reservation)

Benefits

Customer

  • Choice – More ways to engage with an organisation
  • Removes the frustration of wait times and repeat messages
  • The end user dictates the pace of engagement making it convenient
  • Provision of information on a mobile device prevents repetitive queries
  • Creates a consistent customer experience   

Organisation

  • Reduces staffing burden and training costs
  • Delivers a 24/7 support channel without investment in resources
  • Avoid recurring queries by providing information that can be retained by the end user
  • Efficient management of resources during a crisis
  • Allows an organisation to easily prioritise inbound enquiries

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