Rolling out automated business communications in Retail and eCommerce

On Friday 25th June, the Solgari team were delighted to present on the power of automation in retail for our good friends at Power Community and their community of Microsoft Dynamics 365 experts, enthusiasts, and evangelists.

The impact of COVID-19 on the Retail and Manufacturing industries, among others, has been hugely significant, with businesses forced to move online to meet the twin challenges of continuing to serve customer needs and safeguarding revenue streams.

We were able to showcase the way in which Solgari’s all-channel communication solution is enabling businesses in these industries to perform effective, engaging and efficient Sales, Marketing and Customer Service functions across Voice, Video, Chat, SMS, Social Media, WeChat – as well as our recently-announced WhatsApp capability within the Solgari Converse endpoint.

Agent contacts Customer to initiate tyre order

Customers are now expecting this level of digitally-enabled detail in their buying experiences. Solgari enables firms to layer powerful  automation capabilities into each conversation:  enhanced with voice and SMS customer surveys, compliant customer data storage, PCI DSS-compliant payment processing and much more. With Solgari Converse, Retail customers can seamlessly escalate across from automated channels to a live SMS, video, voice or WhatsApp conversation with live agents.

Order is processed and the customer receives an automated SMS confirmation

This use case only just scratches the surface with regard to the opportunity of layering automation into business communications. Delivery notices 24 hours prior to completion, for example, can provide customers with the chance to ensure they are at home at the specified time, or opt for an in-store pick-up or re-scheduling – all combining to improve fulfillment rates and minimize mis-allocation of logistics time, effort and cost.

Solgari Converse + WhatsApp

Combined with the opportunity of layering automation into these businesses’ communications, the resulting solution ensures that firms can capture opportunity when it appears, generate new business in these trying circumstances, and deliver on customer expectations anywhere in the world.

Solgari is working with companies in several industries to prepare them for the surge in demand for automation such as Healthcare, Government, Manufacturing, Financial Services, Non-Profit and Real Estate.

For more information, or to discuss the potential of automated communications for your industry, don’t hesitate to contact:

ben.banks@solgari.com

joe.leberte@solgari.com

Enhancing customer service through automation for Manufacturing

On Friday 14th May, the Solgari team were delighted to speak at the recent Power Apps Bootcamp. Represented by Ben Banks, Head of Technical Pre-Sales, and our CFO, Ed Grant, we were delighted to share our insights with our good friends at Power Community and their community of Microsoft Dynamics 365 experts, enthusiasts, and evangelists. To really drive our message home, we had also prepared a live demo which, thanks to the power of the Solgari platform, we were able to stand-up only an hour before the event began.

Empowering customers, supporting agents

In our engagements with Manufacturers, we’re seeing increased demand to equip end customers with self-service journeys that scale across whatever communication channel they prefer. Automating elements of those journeys – with the constant ability to escalate to live agents as needed – can drive significant efficiency gains and deliver better customer experiences. Agents are freed from repetitive tasks, and can focus on addressing complex customer issues – while those same customers are also empowered to navigate through structured workflows on their own terms.

We’ve included below three extracts from the session to illustrate the power of automation in action, and the benefits of the Solgari solution for Manufacturers:

New Order creation based on inbound Voice call to agent, with automated outbound confirmation SMS:

Enhanced customer service and query resolution via video call between Customer Mobile and Agent Endpoint alongside CRM:

Existing customer submits Re-Order request via two-way automated SMS:

With the increase in online retail in the last 12 months due to Covid-19, buyers have come to expect this level of detail and updates about their orders. Solgari’s automated communication solutions for the Manufacturing industry is simply the logical extension of this into the enterprise / B2B arena – and we are working to realise this opportunity in other industry verticals such as Retail, Government and of course Healthcare (prescription ordering, consultation booking confirmations).

For more information, or to discuss the potential of automated communications for your industry, don’t hesitate to contact:
vincent.kelly@solgari.com
ben.banks@solgari.com