Sinch has launched its "Customer Connections" hub, an online resource center designed to help CX professionals and marketers form strong, lasting customer relationships across digital platforms.
"Effective customer communication involves understanding the unique needs of your audience and focusing on what can truly elevate their experience with a brand. With so many ways to engage today, it is essential for businesses to maintain a seamless digital communications experience and embrace an omnichannel approach. This means not only integrating communications across the right mix of channels at the right stage of the customer journey, but also being present where and when customers expect and want to be reached," said Jonathan Bean, Chief Marketing Officer at Sinch.
The "Customer Connections" hub is Sinch's latest initiative to keep marketers abreast of the dynamic digital landscape and assist them in strengthening customer connections. This resource center provides a wealth of marketing communication content, including trend research, testimonial videos, case studies, and practical guides to help users create successful omnichannel customer experiences.
A standout feature of the hub is the "Connection Assessment" tool, which rigorously evaluates existing cross-channel campaigns. Leveraging internal data from over 400,000 Sinch users, this tool assesses communication effectiveness across nine different channels. After completing a brief four-question survey, participants receive a personalized assessment highlighting strengths, weaknesses, and recommendations for improving customer experience.
Building a Customer Communication Strategy that Drives Value
Sinch conducted interviews with over 500 consumers and 400 companies across the U.S. to uncover the key elements of meaningful customer relationships. Insights from this survey inform the content available in the Customer Connections hub:
- Making a Strong First Impression: Trust is crucial in creating a positive first impression, with over 30% of respondents prioritizing a company's reputation.
- Smarter Cross-Channel Engagement: Email remains the preferred channel (40%) for customer communication, followed by SMS (22%).
- Timing and Frequency: Nearly 62% of consumers expect to receive invoices and receipts within five minutes of making an online purchase.
- AI Engagement: A combined 78% of respondents prefer engaging with chatbots for troubleshooting or answering questions.
