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Resolve more calls through Visual IVR without agent assistance
Users communicate through inbound, outbound dialer or SMS and receive a ViVR link
Clicking the link in SMS will lead to an audio-visual assisted support service
Users enjoy different offers and services and can talk to agents if required
Give your customers an enhanced IVR experience by using the tools that they already have
Each industry has its own unique customer service methodology. At Pulse, we understand that need and have designed our solution as a best-fit mechanism to streamline and optimize your customer engagement methodology.
Carnival Internet is one of the leading ISPs in Bangladesh having 20K+ connections throughout the country. As part of the traditional collection process, collection officers physically visit customers’ premises and attempt to collect the dues.
This process was cumbersome, sub-optimal, and required vast logistical and financial resource allocation.
Apart from this, there was another challenge with targeting new subscription seekers with special offers, since these offers are personalized, and should not be communicated through traditional mass marketing methods.
Pule ViVR designed a customized guided journey that incorporated digital bill payment options, and communicated customized offers to specific audience groups within the userbase.
The result was acquisition of 15% monthly new sub-base, increasing from average 10% earlier. Also, resource costs for bill collection dropped down to 25% of the previous months.
Chakri Bazar is an IVR based blue-collar job platform with around 1M registered members, however it was facing difficulties in activating registered users. The conversion ratio was a measly 10:1.
Through a survey, it was found that 40% of registered users were actively connected to social media platforms like Facebook, Instagram, etc., and would comfortably browse any app or website if they were provided virtually aided assistance.
Pulse ViVR created a customized journey that guided members through the functionality of the platform – from registration through to job application.
This campaign gave an immediate impact of 200% growth per month at just 20% of the cost of earlier acquisition expenses.
Digi, a leading telecommunication operators in Malaysia, has an audience more than 11.3 million. This number includes more than 1.7 million migrant population and multi-lingual customers. Digi is constantly creating special campaigns that are designed for these segment of users, however finds it difficult to effectively communicate to them due to:
Pulse ViVR made the change with a combination of:
Post implementation, the OBD call pick-up rate increased by 50%, SMS open rate increased by 200%, conversion rate increased by 200%+. Whats more, visitor to activation ratio became 4:1.
OK Wallet, MFS provider run by One Bank of Bangladesh, had only 10,000 app users which was only a handful compared to the leading MFS provider of the country that had 20M+ app users.
Though OK Wallet was running campaigns through digital marketing to acquire new customers, the growth was restricted to roughly around 1% month on month.
Pulse ViVR was onboarded, and created a customized referral campaign. Existing customers that referred their friends to download the OK Wallet app received special offers through the ViVR interface.
This campaign gave an immediate impact of 200% growth per month at just 20% of the cost of earlier acquisition expenses.
Shwapno is the leading superstore chain in Bangladesh having 60+ physical outlets and its own e-store. They run various offers and discount campaigns from time to time, and promote these schemes through leaflets and SMS.
They were, however, facing a problem in tracking the reach of these offers and promotions. This meant that beyond the initial broadcast, they were unable to further upsell or cross-sell to interested customers.
With Pulse VIVR, Shwapno can activate OBD calls or SMS broadcasts to the customers and have increased customer engagement to avail the discount codes.
Through this aided process, Shwapno is now able to track customer activation. Apart from this, Point of Sale upselling and code tracking becomes possible, enhancing increased transactions and redemption.
This resulted in 30% increase in redemptions activated, and an average additional purchase of $20 per customer in that month.