Solutions Business Solutions

Social Presence and Multichannel

An explosion in communications channels has created many new ways for companies to interact with customers and prospects–telephone and Smartphone, IVR, email, chat, SMS, and of course the web and a variety of social media outlets.

But with so many new channels comes the challenge of effectively managing and synchronizing the technology and data behind them to consistently deliver personalized, branded and compliant communications. Most companies use one or more of these communications platforms, but not only do they struggle with unifying them to create a consistent customer experience, they can’t make a change to one without also changing the others–costing previous time and money. Similarly, they can’t unify data without significant manual manipulation, defeating the purpose of any real-time reports and analytics.

Interactive Softworks’ Customer Engagement software, however, can handle all of these challenges. Our solution provides an integrated, multi-channel customer interaction platform that allows B2B and B2C marketers to create, launch, measure and refine high-impact, personalized communications and entire campaigns in virtually any channel without reformatting or new development, additional resources or IT assistance, in real-time with no down-time.

Maintain a Competitive Edge

Multi-channel customer engagement isn’t just for early adopters–the entire business world has embraced the multi-channel network, from Facebook and Twitter and modern-day Smartphone apps to more traditional telephone and email interactions. Companies without multi-channel presences are destined to lose customers, profit and market share. Interactive Softworks’ Metaphor software provides a powerful competitive advantage by simplifying multi-channel management and delivering consistent, personalized and relevant customer interactions in every customer touch point.

Ensure Customer Retention

Today’s customers are empowered and they expect options. If they can’t get service in their preferred channel or on their preferred device, consumers have many other choices and they will not hesitate to switch to a competitor. Metaphor’s multi-channel capabilities enable a company of any size to establish a presence in any customer touch point and ensure a consistent customer experience that will promote brand loyalty and increased sales.

Unprecedented Business Intelligence

Metaphor enables real-time measurement of every aspect of customer interaction, from the overall effectiveness of marketing and sales campaigns to the granular detail of customer preferences and behaviors. Pre-configured dashboard components provide performance data out-of-the-box while configurable reports can be created to slice and dice data unique to a company’s specific initiatives.