Case Study: Seminar Registrations on Missed Calls.

Organization profile:

Indian Academy of Management (IAM) is a professional and autonomous institution which has been founded to promote state-of-the-art knowledge and expertise in all facets of management education, training, development and research. With an objective to widespread knowledge, the company undertakes, Management Development Programmes in all areas of Management including Sales, Finance, Leadership, HRM, Supply chain, Import-Export Policy, Logistics and the like. 


Innovative Business Initiative: 

In order to get registrations/participants for workshops, the company advertised the seminar details through Email and SMS marketing. The participant had to proactively request a brochure by calling up the Customer Support. In response, they received the brochure via e-mail. However, this demanded time and effort on the part of the caller. Hence, to extend convenience, VivaConnect proposed its FreeBuzz platform whereby a prospective participant could download the brochure pertaining to a particular seminar by just giving a missed call. The client published an advertisement in a leading newspaper with the seminar schedule along with the respective Toll Free Numbers. The participant had to just dial the Toll Free Number as given against the respective seminar/workshop.

Outcome:

  • The new service lead to increase in the number of registrations as the participant just had to give a missed call.
  • It reduced human intervention throughout the process.
  • Saved time on the part of the caller as he did not have to wait to resolve his queries.
  • It lead to increase in customer satisfaction as they received the required details in real-time.
  • As the service was user friendly – based on dialing and not typing, it was preferred by many.
  • The client was able to keep a track of the incoming missed calls and segregate the same region-wise, seminar-wise etc.

Wish to get FreeBuzz platform for your business call us at 022.6785 6734 or email us at sales@vivaconnect.in

Government declares ban on Bulk SMS and MMS yet again, for 15 days.

With a view to counter the spread of rumours and control the migration of north-eastern people from certain states, the government banned sending of Bulk SMS and MMS for 15 days. The regulation came into effect on 17th August, 2012, restricting delivery of more than 5 SMS. As a result, there is a growing discontent among those who use SMS more often than any other way of communication. One of the reasons is that there is unclarity in the regulation due to no mention whether the ban is for 5 SMS per day, or adding more than 5 recipients while sending single SMS. Also, it has not been made clear whether the regulation is for P2P segment or A2P.

The regulation widely got interpreted as ban on promotional messages sent by Bulk SMS Providers in A2P segment, and only on pre-paid connections under P2P segment, as the postpaid connections are guided by technical limitations on GSM/CDMA system. While this regulation is implemented to keep intact the national security and integration, the effect has been more non-constructive in fulfilling the purpose, inviting following criticism:

  • Many are of the opinion that it is rightful on their part to receive a notification about cab or ticket bookings. The categorization of message being ‘transactional or promotional’ ought to be taken into consideration.
  • Through the ban, though the government was trying to address the viral effect of text messages, the regulation ignores the fact that data-based messaging applications equally facilitate exchange of information including multimedia content.
  • Rather than curbing down of SMS, the same should have been used productively by spreading across the message about false rumors.
While IAMAI has issued its own statement on SMS ban, it is certain that the preference for other mediums such as Email and voice services will go up. On the concluding lines, we can admit that such directives have limited benefit in cases that are as crucial and mass appealing as the current one, given the fact that other lines of communication are available for temporary purpose, if not permanent.

Improve customer relations by eliminating the wait time blues.

Ever wondered why do hotels place mirrors next to elevators or why do grocery stores place reading materials in checkout lines?

The answer is simple – to avoid longer wait time on the part of their customers.

Research shows that customer’s end up over estimating the time that they actually spend waiting which ultimately affects their experience and purchase decision. Hence, today businesses are constantly chalking out ways to eliminate or reduce such waiting hours to a level that it does not affect the customer in a negative way.

In order to overcome such consequences, we suggest the following tips that can benefit: 

  • ‘CallMe’ Icon:  It is very essential for website owners in general and e-commerce firms in particular to provide their customers with a definite point of contact. One of the ways is to place a “CallMe/Chat” icon on your website. When a web visitor clicks on the icon, he can either request a call or resolve his queries via chat in real-time. This is an effective way to engage with your web visitors as they get your assistance when their buying desire is at its peak level.
  • Interactive IVR: As media is moving more on the interactive and engaging side, the same can be applied in IVR cases as well. While your customers are on hold, you can intimate them about the latest information which you feel they would be interested in. E.g: Give them stock tips, top 5 music hits, movie reviews of the week, technology updates or any piece of information that would spice up their wait time.
  • Creative content: You can even captivate your callers through marketing or branding pitch where you can inform them about your company, upcoming products, community events, recent achievements, little-known facts, fun trivia etc. By providing your customers with valuable and creative content, you can economize each call. It allows you to make the “most” of your time which otherwise meant unproductive.

The bottom-line is that when you engage your callers or web visitors, they perceive their waiting time to be comparatively shorter as against while they are on hold. Hence, by using innovative and interactive tools, one can reinforce the marketing efforts thereby availing positive benefits.

To sustain in a competitive economy, providing good customer service through reduced wait time can be a critical factor in avail customer satisfaction and retention.

Call on 022.67856734 or email us at sales@vivaconnect.in to know more.

Phone-based marketing trends to optimize your campaigns.

With mobile marketing opening up a numerous marketing opportunities, it is fascinating to see how companies are using different feature-combinations to drive innovative campaigns. Being centered around the phone, they leave ample scope for marketers to experiment with the techniques that can be used to fulfill the objectives of a particular campaign. Some of the latest trends include:

  • QR codes: These are futuristic patterns on a white background usually found on product packaging, billboards, web pages, business cards, instruction sheets, manuals, T-shirt etc that carries information such as offers, product details, show timings, discount code etc.
  • Push SMS: They are increasingly used by marketers to provide regular updates to their customers, convey promotional offers, transactional details etc.
  • Pull SMS: They are increasingly used for getting feedbacks, voting, registrations, lead generation opt-in etc. The customer has to just reply on a 5 digit Short Code as advertised by the marketer.
  • IVR: This mechanism is used to guide the caller about a particular process through an automated voice call. Through DTMF options, he can give feedback, know his account information, resolve a query, opt-in to a particular service etc.
  • Toll Free Number: It is a free way for customer to reach a particular business. The numbers are usually published on marketing materials. The caller can avail customer service, drop a feedback/complaint, know about promotional offers, store details, upcoming products etc.
  • Missed Calls: This is one of the trends gaining popularity. Through missed calls marketers can capture votes, generate leads and allow their customers to register/de- register to a particular service, receive verification codes etc. 

All the above phone-based marketing trends have proven to be effective in achieving marketing and branding objectives at its respective levels. However, one can expect voluminous benefits if all the above are integrated into a single marketing campaign as follows: 

  • Publish a Toll Free Number through which one can avail discount coupons and vouchers.
  • Once the customer calls, greet him with an IVR followed by a crisp marketing/ branding pitch.
  • Enable him to opt-in to your future marketing campaigns through a DTMP input.
  • In response, they receive a complementary coupon which he can redeem to avail monetary benefits on his next purchase.
  • The real-time database thus generated can be used to undertake Push SMS campaigns that can include QR codes with vital marketing communications.

Having done this, you can expect your marketing objectives being fulfilled in the most optimum manner possible!