Customer Engagement

A picture is worth 1,000 words and a video is worth many more!

SmartVx is a video engagement tool that will revolutionize how you interact with your customers. With SmartVx, you can unleash the potential of video to make meaningful connections, change consumer behavior, and compel them to act. This service can tell customers how much they owe and much more in the form of short, customized videos sent via text, email, or QR code. Each video is personalized for individual customers and available in multiple languages. In addition to billing, SmartVx videos can be used to on-board customers, encourage usage of online tools, and remind delinquent customers payment is due.

Adding SmartVx to your omnichannel communications gives you a proactive means to create a positive billing and customer engagement experience. SmartVx improves information consumption by breaking through barriers a written message creates. These personalized video messages can reduce call volume without sacrificing customer satisfaction.

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More than 40 percent of consumers prefer chatting over calls* Give your customers the opportunity to chat live with members of your team or to use an automated “bot’ to receive the information they need without a time-consuming interaction. Our chat functionality enables your company to deliver customer care 24/7 while reducing the volume of calls fielded by your team.

Unlike other chat options on the market, MACC’s version integrates directly with Customer Master. This feature means conversations over chat with existing accountholders are stored within the account for future reference. For potential new customers, our chat tool can guide users to an online subscription form without intervention.

*2023 Forrester Research

For a quick response, texting is tops with help from Customer Master and Twilio

SMS text messages, you know the kind you trade with family, friends, and colleagues, deliver impressive engagement stats when used by businesses. According to Twilio, 98 percent of texts are opened, 90 percent are read within three minutes, and 45 percent receive responses.

MACC has integrated with Twilio to deliver an easy and effective way to reach your customers via text messaging using the Messenger Suite in Customer Master. There are dozens of uses, both externally to your customers and internally with messages to your team. Examples include…

• Appointment reminders
• Delinquent reminders
• Payment notifications
• Marketing messages
• Mass outages
• And many more!

While there are many options for sending text messages with Customer Master’s Twilio integration, all of them are CPNI compliant to ensure texts are only sent to customers who have agreed to receive them.

AutoPilot is a service associated with the Messenger Suite in Customer Master. MACC associates create a custom, branded e-mail and then install the needed code in Customer Master. The e-mail is sent to end-users automatically based on trigger points, like the closing of service orders, or in the case of delinquent messages, after a company’s employees complete a simple review process.

The e-mails created for AutoPilot are mobile friendly so they look good on all devices. They’re also very effective. When used as delinquent messages, clients have reported disconnects have dropped by 66 percent after AutoPilot messages were put into use.

Besides sending delinquent messages, other common e-mails sent from Customer Master include welcome packets for new customers, reminders of upcoming ACH transactions, appointment reminders in advance of technician visits and follow-ups to visits as well.