The way we communicate with our customers has changed, and continues to change. The messaging landscape has evolved from just text/SMS to include social chat applications such as WhatsApp, Facebook Messenger, and Viber. In order to attract and retain users, businesses must use messaging to reach customers where, when, and how they prefer. The brands who fail to deliver a unique, intelligent multi-channel experience—from ETA, fraud, and billing alerts to appointment reminders and 24/7 customer support—risk losing market share to those who do.
The importance of the customer experience (CX) in today’s business environment cannot be overstated. The Wall Street Journal says “consumers want a positive experience, not just a transactional relationship, with the brands and companies they engage with.” In particular, customers want to be made to feel special, singular, and noticed—as individual people, not just as numbers or parts of a faceless group.
Gartner has called CX “the new marketing battlefront,” finding 81% of marketing leaders they spoke with say that in two years they expect to be competing mostly or completely on the basis of CX. And by 2020, according to VisionCritical, CX “will overtake price and product quality as the key brand differentiator.”
Building With Nexmo and MuleSoft AnyPoint
You know you need to build an intelligent messaging strategy to interact with customers globally on their preferred messaging channels, such as SMS and social apps like WhatsApp. And it’s not nearly as complicated as it sounds, especially with MuleSoft and Nexmo.
MuleSoft’s Anypoint Platform allows organizations to construct an agile and flexible architecture, grabbing whatever solutions they need from a vast library (called the Anypoint Exchange) that consists of connectors, APIs, and templates, and use them as building blocks – for any number of use cases and applications.
Nexmo’s SMS & Messaging API Connectors, available on the Anypoint Exchange, opens the world of SMS, WhatsApp, Facebook Messenger, and Viber to MuleSoft customers, empowering them to integrate powerful communications offerings directly into MuleSoft workflows and applications, thereby building a connected and contextual messaging strategy and elevating user experience.
When you integrate and manage an intelligent, adaptive customer communications strategy with Nexmo APIs and the MuleSoft Anypoint Platform, you can leverage mobile messaging data and context to quickly resolve customer concerns, driving up satisfaction and loyalty. You’ll also be able to easily create new interactions between Nexmo and your business applications; we’ve removed complexity and shortened time to value, allowing you to get up and running quickly and easily.
Engaging customers on their preferred channels is a vital step in improving your CX, and remember: CX is rapidly becoming the key differentiator between businesses in the eyes of customers. Increasingly, customers’ “preferred channels” are social chat apps. Nexmo gives you instant access to all the leading chat apps including WhatsApp and Facebook Messenger. While these apps can enable a rich messaging experiences, MuleSoft and Nexmo have your back in the case a message isn’t delivered or received. With the Anypoint Platform, you can create automated fallback to alternative channels (such as SMS), ensuring delivery without any extra work on your part. And finally, MuleSoft Anypoint plus Nexmo SMS API Connector can keep all of your customer communications linked and recorded in a single place, meaning your communications are always contextual regardless of the channel—your customer will feel like a person who matters, not just one more support ticket in a vast machine.
We’re thrilled about this new partnership and can’t wait to see what people build with Nexmo and MuleSoft.
Get Started Today
View our webinar with MuleSoft: Building a Message Strategy for a Connected Customer Experience. View Nexmo Messages API on Anypoint Exchange.