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Analyzing delivery information

All sent by customers ranging from financial service providers to medical institutions, airlines to customer care offices.

Although it is easy for any sender to look upon this flow of notifications as “traffic”, it is important to keep in mind that each one of those messages represent a unique customer relationship.

Here’s an example of how it looks like in Messente

Every notification is meant to contribute to this relationship in a positive way. Every undelivered message means that there is a person who does not know his flight has been cancelled, his credit card is ready to be collected or that his dentist is expecting him tomorrow at 10 AM.

Messages can be undelivered for various reasons – the phone is switched off, the phone number is wrong etc. Regardless of the reason – if you are the airline, the bank or the dentist, odds are that these situations will cost you money.

Every undelivered message means that there is a person who does not know his flight has been cancelled, his credit card is ready to be collected or that his dentist is expecting him tomorrow at 10 AM.

I have seen a fair amount of companies who pay a lot of attention to the detailed delivery reports. I have also seen a fair amount of those who don’t. My advice is to take the time and analyze the delivery information if you are not doing it yet. Your customer care will be far better equipped for dealing with situations related to the notifications you just sent.

Omni-channel messaging is here

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