Tag Archives: Omnireach

Annoyed customer

The Five Stages of Customer Service (as told by your customers)

Introduction

Customer Service can be a rollercoaster, sometimes smooth and sometimes stomach churning. Whether youā€™re the one picking up the phone or the one taking the call, thereā€™s a universal truth, customer frustration is real. But handled the right way, even the most exasperated customers can leave feeling valued. So letā€™s take a light-hearted look at the five stages of customer service frustration and how businesses can turn frowns into smiles.

Stage 1: The Optimistic Beginning

“Fingers crossed this will be quick!”
Customers start their journey full of hope. They assume their issue will be resolved swiftly until reality kicks in!

How to Keep the Optimism Aliveā€¦

A friendly, well-crafted automated greeting sets a positive tone. Offer clear next steps and realistic wait times to manage expectations.

Stage 2: The Confusion Spiral

“Why am I pressing 3 for billingā€¦ and then 5 for account infoā€¦ and now 7 for who knows what?”
The dreaded IVR menu or uneducated chatbot loop begins. Customers feel like they need a secret code to reach a human!

How to Avoid Confusionā€¦

Provide omnichannel support (SMS, email, live chat) so customers can choose their preferred contact method. Design AI chatbots that actually help, not just ones that send customers in circles. Saascoms Omnireach is the perfect solution!

Stage 3: The Rising Frustration

“I just explained this to the last person!”
Ah yes, the classic ā€˜repeat your issueā€™ scenario. Customers feel like theyā€™re stuck in a time loop, explaining the same problem to multiple agents!

How to Prevent Thisā€¦

Omnichannel communications need to be centralised, enabling agent transfer or transfer between digital to human to be seamless. Omnireach award-winning omnichannel software is the perfect solution!

Stage 4: The Breakthrough Moment

“Oh, finally! Someone who understands!”
When a knowledgeable, empathetic agent steps in, magic happens. The customer feels heard, and a solution is in sight!

How to Make This Happen Soonerā€¦

Train agents to acknowledge frustration before jumping into solutions. Empower support teams with AI-driven insights to resolve issues faster.

Stage 5: The Happy Ending (Or So We Hope)

“That wasnā€™t too badā€¦ I guess?”
Customers leave feeling satisfied or at least relieved. A well-handled interaction turns frustration into loyalty!

How to End on a High Noteā€¦

Send a follow-up message thanking the customer for their patience. Offer a discount or loyalty perk if the issue caused real inconvenience.

happy lady on a phone

Final Thoughts – Turning Frustration into Loyalty

Customer service isnā€™t perfect, but businesses that anticipate and address the five stages of customer service frustration stand out. Saascoms AI-driven communication tools ensure fewer loops, quicker resolutions, and happier customers without the stress.

For a demo on Omnireach, Mailmaster or any of our award-winning customer service platforms please give the team a call.

Contact Saascoms
Financial Year end 2025

New Financial Year – What Are Your Business Resolutions?

Introduction

The new tax year starts on April 6th and for many businesses and organisations this is aligned to their new financial year. Whereas the run up to year end is often focused on chasing up outstanding debt, reducing stock levels and maximising sales to finish the year on a high; the new financial year is a time for the implementation of new ideas to move the organisation forward.

So how can Saascoms help?

Award Winning Customer Services Software

For over 20 years Saascoms has been developing customer services and digital marketing software which is used by over 700 brands globally. From digital letters to omnichannel communications, AI integrated customer services to bulk SMS, we are the communications experts.

Saascoms has been recognised by the Credit & Collections Technology Awards every year since 2019, held the title of ā€˜Number 1 Premier Power Companyā€™ for the last two years and has been awarded a ā€˜National Innovation Awardā€™. As we enter the new financial year, here’s why you should be talking to Saascoms.

Products & Services

If your organisation engages in customer services marketing, you need to be aware of what Saascoms has to offer. Hereā€™s our top three:

Mailmaster

if you send lots of letters, confidential or otherwise, the cost of posting is astronomical. Do you know if the letter is even opened? Replace physical letters with Mailmaster digital letters. First, we send a text, then the recipient completes a security check. Then the letter is downloaded. The letter can be interactive, so view a balance, make a payment, place an order, book an appointment or complete a survey!

Omnireach

Customer service includes admin and signposting, which if dealt with by a live agent can be costly. Also, customers may interact across multiple digital channels including email, chat, social media and text. This can get messy. Not with Omnireach! Our AI Saasbot handles Identification and Verification (ID&V), assesses the initial query across the digital non-voice platforms your organisation uses and if Saasbot canā€™t resolve the query; only then will it be passed to a live agent with all the previous customer comms on one screen.

txtpro

Direct, simple, uncluttered and opened by over 95% of recipients ā€“ the humble text message! txtpro is a self-serve platform for bulk SMS messaging. Itā€™s as easy as uploading your numbers, writing your message and scheduling delivery times. The reporting suite provides delivery rates and bounce backs, you can adapt for two-way messaging also.

At Saascoms we are at the cutting edge of customer services marketing and communications, powering global brands and constantly innovating. So as we enter a new financial year, get in touch to see how we can impact both your top and bottom line.

Contact Saascoms
Omnichannel

What Is Omnichannel Communication? A Complete Guide for Modern Businesses

Introduction

In todayā€™s digital world, fast, clear and effective communication with customers is more critical than ever. Businesses need to meet customers wherever they are, including email, SMS, social media, or live chat and this is where omnichannel communication comes in.

But what is omnichannel communication? why and how should your business adopt it?Ā 

Understanding Omnichannel Communication

Omnichannel communication is a strategy that integrates multiple channels to create a seamless and unified customer experience. Unlike multichannel, which uses various platforms independently, omnichannel ensures all channels are interconnected. This allows customers to switch between channels without any disruption.

For example, a customer starts a query via email, continues it through live chat, and finishes the conversation via a phone callā€”all while maintaining a consistent experience.

Omnireach from Saascoms has been pioneering omnichannel communication since 2020, winning multiple awards and adopted by over 700 brands globally.Ā 

Key Benefits of Omnichannel Communication

  1. Enhanced Customer Experience: Customers value convenience and consistency. Omnichannel communication ensures they receive the same level of service, no matter the platform.
  2. Improved Customer Retention: A smooth and cohesive communication experience builds trust and loyalty, keeping customers coming back.
  3. Higher Efficiency: Integrated systems reduce duplication and streamline operations for your support and sales teams.
  4. Actionable Insights: By tracking customer interactions across all channels, businesses can gain valuable data to personalise and improve services.

How Omnichannel Communication Works

Omnichannel communication relies on advanced platforms that integrate and manage various channels. These platforms centralise customer data, enabling businesses to:

  • Maintain a single customer profile accessible across departments.
  • Respond to inquiries in real-time, regardless of the channel.
  • Use AI and chatbots to automate responses while maintaining personalisation.

Saascoms Omnireach provides businesses with the tools to manage communication seamlessly across SMS, email, WhatsApp, and webchat. By deploying our AI ā€˜Saasbotā€™, customers can resolve up to 90% of customer queries without direct human intervention. All operating 24/7/365.

Real-World Applications of Omnichannel Communication

Retail:

  • A customer checks product availability on a website, asks questions via live chat, and completes the purchase in-store.

Healthcare:

  • Patients book appointments online, receive reminders via SMS, and consult with doctors through video calls.

Credit & Collections:

  • Customers receive account alerts via email, chat with support through Messaging, and visit a platform to make a payment.

Why Your Business Needs Omnichannel Communication

In an age where customers demand instant results, businesses that fail to offer seamless communication risk losing out to competitors. Here are a few compelling reasons to adopt omnichannel strategies:

  • Stay Competitive: Most industry leaders have already implemented omnichannel systems.
  • Boost Revenue: Better customer experiences lead to increased sales and repeat business.
  • Future-Proof Your Business: Omnichannel is not a trend; itā€™s the future of customer interaction.

How Saascoms Can Help

At Saascoms, we specialise in empowering businesses with cutting-edge solutions. Our award winning Omnireach platform enables two-way communication through SMS, email, WhatsApp, and webchat, ensuring your customers always stay connected.

Key Features of Omnireach:

  • Centralised communication management.
  • AI-driven chatbots for automation.
  • Secure and compliant data handling (ISO 27001 certified).

Conclusion

Omnichannel communication isnā€™t just a buzzword; itā€™s a necessity for businesses aiming to thrive in a competitive market. By integrating all your communication channels, you can provide a seamless and satisfying customer experience that drives loyalty and growth.

Ready to take your business communication to the next level? Contact Saascoms today to learn how our Omnireach platform can help you achieve your goals.

Contact Saascoms
Saascoms AI

Artificial Intelligence in Credit and Collections

Conversational commerce has grown significantly, especially during COVID restrictions. Consumers now expect to engage at their convenience, using multiple technologies.

It is predicted that by 2025, 85% of all customer service interactions will exist without person-to-person involvement.

Saascoms Omnireach is a conversational agent platform which centralises all forms of chat (webchat, SMS, e-mail, Whatsapp and other social media) onto a single engagement platform.
The customer can communicate via their preferred channel and switch between channels during their interaction without needing to re-validate their ID.

At the heart of the solution is a powerful and trainable “frontline” AI chatbot that communicates in 92 different languages and analyses conversations using sentiment, key phrases and natural language processing (NLP). The AI chatbot is contextually aware and, by machine learning, becomes progressively smarter.

This ‘virtual assistant’ has a pre-programmed ‘Arrears and Debt Resolution’ knowledge base taken from tens of thousands of interactions in a DCA environment and is used to train machine-learning algorithms that power our AI.

The AI engine has monitored and analysed over 100million conversations and agent responses within the Collections & Arrears environment over the last four years, ensuring our NLP engine has a 99.7% intent and sentiment match success rate. This makes it possible for the AI to identify up to 75% of the customer intents at the adoption stage.

By providing ‘frontline’ support to the agent function, conversational AI analyses chat quickly and in real-time to automate conversations, drive efficiency, and respond to customer needs. In the first instance, the AI will identify and verify (ID & V) the client via an API or data feed into the client CRM database. Once security has been passed, the AI Chatbot will accurately identify the customer’s intent and respond accordingly.

The Chatbot detects nuances in a customer’s questions and responses and gives relevant answers the way a human would. The conversation continues until a question has been answered, their problem has been solved, or until the request is transferred to a live agent.

Many tasks can be dealt with without the need for agent engagement, as the Chatbot takes the customer through a workflow process The Omnireach AI typically resolved 27% of all interactions with a single line response and 42% without live-agent involvement. The latest statistics from Q1 2022 suggest 72.4% of conversations engaging with the Saascoms Collection & Arrears Chatbot are resolved on the first contact.

Accurate identification of a customer’s requirements is key to providing a high-quality customer journey, raising engagement, providing better CSAT scores (typical 12% uplift) and improving outcomes. By accurately identifying intent, the AI can route more complex enquiries to the best-equipped agent team to deal with them. Conversation CSATS suggest 89.3% of customers were completely resolved with the Saascoms AI Chatbot.

Using AI and routing to a specialist team makes customer conversations more meaningful, and agents have more time for complex interactions. Collections have been proven to increase by over 10%. The AI is trained to quickly identify a ‘vulnerable’ customer and immediately divert to a specifically trained live agent where the query can be handled appropriately.

Agents have the ability to help train the Collections & Arrears AI engine. By copying content from conversations and adding them directly into the AI engine, the Saascoms platform will evolve and ensure AI can identify future conversational meanings.

The agent can then free type a reply or select from a branded template, which then adds personal customer information into the response via a link to the organisation’s CRM. When a response is registered within the Saascoms engine, it is added to the data pool for analysing and adding to the ML algorithm.

Omnireach AI conversational technology is utilised by nine collections and arrears organisations in the UK, who, on average, process 2.8million interactions per month. Sectors include energy, telecoms, vehicle finance, home shopping (catalogues), personal finance/loans, and student loans.

Learn More about Omnireach