Congratulations! You've made the leap to offer SMS messaging as a way to connect and communicate with your customer. Now let's show you how to really take it to the next level by using Segments to group your customers by key attributes, help keep customers on track by sending out payment reminders and sending out real time customer surveys to garner their feedback.
Here's our recommended configuration for providing exceptional customer service:
KEY INTERACTIONS to think about:
Welcome - first customer interaction
During the process - while waiting for approval or taxes
Follow-up to complete application
Signing loan
After process - check-in
Payment due dates
Payment not made
Buyout amount conversation
Loan cancellation
TEMPLATES to create to quickly respond to customer FAQs:
Location hours
Directions to office
Not accepting new applications
Loan Approval
Loan Denial
Thank you
Processing buyout amount
SEGMENTS to setup to help target your communication:
Loan phase (pre-approval, paying, cancelled)
Collection status
Loan deferment
Due date
TAGS that can be temporarily applied to individual contacts:
Approved
In-process
Denied
Buyout
ZINGS to create to help automate your communication and processes:
5 minute escalation
Loan Keyword Zing (complete application online)
Approved tag Zing
Payment Due Date Zing
After-approved Survey
Unknown Contact Registration Zing
Want to see a step by step walkthrough of this and other Financial Services use cases? We've got you covered, check out the video section of our knowledge base for our in depth video tutorials.