A multinational company, a leading provider of customer technology products and customer electronics, embarked on an ambitious customer experience project. They wanted to gather real time and deep customer intelligence and offer contextual solutions, in real time or deferred mode. Their customer experience team had a clear brief, give customers the solution they are seeking even before they place a request for it!
The technology tools which they were using provided them reactive solutions. A customer had to reach out to them with an issue with the service or the product before they would kick into action.
They were looking for a solution that informed them on what information customers were seeking, the media files they were consuming, customer response to notifications, etc
The goal that the team had set out for themselves was to delight customers with real time, meaningful interactions on every possible occasion.
The company zeroed in on NHANCE NOW for its unique multi-dimensional offering. The Digital Kit offered through the NHANCE NOW’s mobile interface was the perfect launch pad to trigger powerful user intelligence gathering (all actions carried out with explicit authentication by users for the purpose of delivering better user experience).
The content offered was engaging and the company analysed user behaviour the deep intelligence that was required to offer more meaningful interactions. Some of the key changes that the company was able to bring about were:
The company also created rule based triggers for a host of other engagement activities which, based on customer’s interaction with the app, offered an instant contextual response.
Customer engagement and repeat buying rates saw a spike of nearly 20% a few months of the company adopting the solution.
NHANCE NOW also allowed the company to form a large connected digital community of their enrolled members who they could serve with greater efficiency and also use them as advocates to further their brand value.
|number of Experience Cards||number of Experience Cards||usage fee per month|
|Beyond 100,000||Contact Sales|