“I miss visiting the branch of Axis Bank to interact with the folks I know over there for years,” said Shivakumar Ganesan’s mother, when the pandemic locked down the country early last year. Shivakumar is our CEO, also fondly called Shivku. His mom continues, “Still,...
How Indian Financial Institutions are Transforming Their Customer Engagement Practices
The Customer Communication Playbook (Pandemic Version): 5 Lessons from Leading Financial Enterprises
The past decade has accelerated change at an unprecedented pace across leading financial firms. Undoubtedly, the fintech and digital payments revolution has advanced the future of the entire industry into a reality today. But this century’s biggest event, the COVID pandemic, has picked holes in...
Leverage Insights from Voice Communication To Optimise The Customer Journey
The most critical customer conversations, be it to close deals or to resolve critical support tickets, happen on phone calls. And yet, few businesses can track or record these conversations easily, while fewer take the time to analyse and draw insights from them. There is...
When and Why You Should Switch to a Cloud Contact Centre Solution (& What to Avoid)
The pandemic forced companies to move to a cloud communication solution to ensure business continuity. While many businesses made the switch easily, some are still finding it difficult to let go of their existing investments in on-prem PBX solutions. The question they ask themselves is...
The Beginner’s Guide To Leveraging CPaaS (Communications Platform as a Service)
Business communication is evolving. Customers have a range of preferences, and businesses are listening. They are supplementing existing channels like email with automated, new-age channels like chatbots. To offer better personalisation even if customers shifted across channels, businesses need an integrated communication stack. However, setting...
Promotional vs Transactional SMS: Everything You Need To Know To Get Started
Short message service (SMS) is the most feasible channel that enables your customer communication to be direct, simple, and actionable. It offers great results too - Gartner finds SMS trigger open rates of at least 98% and response rates of 45%. It quite beats what...
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