Executive Summary (This is a document excerpt)

Proactive customer communications reduce costs for incoming calls by sending outbound messages of interest to customers to the device of their choice. Unlike automated robo messages that intrude rather than inform, proactive notification messages identify areas of importance or interest to customers, such as account changes, alerts, or time-sensitive offers. Customers receive voice messages, text/SMS, or email messages and can respond to companies over the same device if needed. Customer service managers find that interactive proactive communications improve customer satisfaction and add value with personalized messages to individual recipients. While these services are typically applied to collections and emergency notifications services, newer customer support and sales and marketing notifications offer greater potential for differentiating services and engaging customers. Anticipating customers' needs before they have to make a call not only saves money in handling customer calls but also creates interest in special marketing offers and services that your customers find valuable.

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