Solutions

Proactive Notifications

What if you could prevent that inbound call or chat by delivering proactive alerts and time-sensitive information on SMS, WhatsApp and your iOS and Android mobile apps?

Get a Demo

Send notifications to reduce call volumes

Contact centers often face overwhelming inbound call volume that results in long wait times and decreased customer satisfaction. Generally used as a marketing tool, push notifications sent as SMS messages, WhatsApp alerts or mobile app push notifications help reduce your inbound call volume.

Many customer questions are not only easy to answer, but also easy to anticipate and address with simple proactive notifications sent as text messages.

 
  • Appointment reminders
  • Payment reminders
  • Shipping status updates
  • Delivery confirmations
  • Inventory updates
  • Applications or claim status updates
  • Post-service surveys
  • Fraud alerts

Key capabilities

Responsive

Most SMS alerts today inform the customer but do not allow a conversational response. With Sparkcentral, the customer’s response is seamlessly presented to a chatbot or live agent for full resolution (e.g., completing appointment rescheduling or taking a promise-to-pay).

Omni-Channel

Sparkcentral’s Omni-Channel Proactive Notifications API allows you to deliver push notifications on one or more channels based on the customer’s opt-in preferences.

Single API

As a business you don’t have to integrate with or make API calls to an SMS API or WhatsApp API or mobile app API separately. We manage the complexity for you. As push notifications to more messaging apps are added (e.g., social), no re-work is needed by the business to take advantage of the new features.

Choosing the right channel

Businesses generally use email notifications for everyone. But email notifications have a very low open rate (<10%).

In comparison, SMS notifications have a 95% open rate. WhatsApp push notifications are likely to see the same adoption. Here’s how to think about the right channel portfolio for your proactive notifications requirements:

  • SMS: Use SMS notifications if your customer base is largely in the US or Canada. With Sparkcentral you can send SMS using either long codes, short codes or even from your existing support phone number.
  • WhatsApp: Use WhatsApp notifications if your customer base is in Latin America, EMEA, South Asia, the ASEAN region, or Australia. WhatsApp is the most popular of all messaging apps in all these regions.
  • Push Notifications: Send push notifications to your iOS and Google Android smartphone apps in addition to SMS and WhatsApp. Push notifications are a great way to increase mobile apps’ relevance and adoption.

Why proactive engagement through messaging?

Engage effortlessly and effectively

Reach out to customers through convenient and non-intrusive messaging channels. Sparkcentral supports sending Proactive Notifications over messaging apps like SMS, WhatsApp, Web chat and mobile apps.

Reduce customer service costs

Deflect calls and email inquiries by reaching out to customers on familiar, low-cost text messaging apps.

Reduce operational cost

Proactive reminders are an easy way to reduce costs around appointment no-shows and rescheduling activities, an easy way to improve on-time payments, and more.

Improve customer satisfaction

Address issues early and resolve them faster for improved CSAT and other customer advocacy scores while building lasting loyalty.

Collect feedback quicker and with less effort

Surveys are an important way to understand what your business is doing well and where it needs to improve.

It’s also crucial for understanding and following up on specific customer issues.

Proactive notifications are a low-effort way to get feedback. Customers can easily respond when it’s convenient or while multi-tasking. The result is an increase in customer feedback.

Learn More

Most contact centers are reactive, customers reach out to brands in search of answers to their questions. A preemptive method to ensure higher customer satisfaction and loyalty is proactive engagement.

proactive engagement

It’s easy to get proactive with Sparkcentral


Sign up for a demo

Just fill out our Contact form and we’ll quickly be in touch to show you a demo and answer your questions.


Discover the possibilities

During a discovery session, our experts will work with you to identify the right
use cases.


Operationalize your plan

Our onboarding process includes everything from agent skills to staffing to setting KPIs. You can be up and running in just a few weeks.


Launch your pilot

Watch customer satisfaction and loyalty improve, agent productivity rise, and customer service costs decrease.