Get SMART about your Customer Journeys

Enhanced CX | Automated Customer Journeys | Which50

SMART has become a buzzword in the technology landscape, with numerous platforms and solutions claiming to be SMART. But what does it truly mean? At CustomerMinds, we believe that being SMART about omni-channel customer communication goes beyond just a catchy acronym. With our cloud-based customer engagement platform, Which50, we empower non-technical users to effortlessly create digital journeys that are Secure, Measurable, Automated, Responsive and Targeted. These five key pillars form the foundation of our platform’s SMART capabilities, enabling us to set what we believe is a new standard for innovation in customer engagement.

SMART Customer Journey Orchestration | Which50

In this blog post, we will dive deeper into each aspect and outline how we believe Which50 can revolutionise the way service businesses engage with their customers.

Secure and Trustworthy: Which50’s Commitment to Data Protection

Security and privacy are of paramount importance when it comes to customer communication, particularly within regulated sectors such as banking, telco, and utilities. Two key aspects need consideration for our enterprise clients: firstly ensuring the ongoing security of all customer data and establishing trust in the communications received, and secondly guaranteeing they originate from trusted sources rather than hackers aiming to exploit personal or financial details.

Over the past decade, we have diligently built our business and platform around the industry’s evolving security standards and protocols. Our commitment to data protection is validated by our certifications to internationally recognised standards such as ISO 27001, CyberEssentials, and FSQS. These certifications serve as evidence of our dedication to safeguarding data and business processes, ensuring that all customer receives the highest level of protection against potential threats. By adhering to these industry-leading security standards, we give our clients the confidence and peace of mind to entrust their sensitive data to our platform.

Independent Validation of Security Credentials

In addition to information security compliance, Which50 also assists businesses in complying with the growing number of international data protection laws such as the General Data Protection Regulation (GDPR). Built into the platform there are a comprehensive set of tools and features designed to facilitate consent management, handle data subject access requests, and enforce data retention policies. By utilising these specific compliance tools, businesses can meet their legal and regulatory obligations while safeguarding customer privacy.

Customer Communications Management Audit Trail | Which50

To ensure continuous security, Which50 undergoes regular penetration testing. As well as validating our current levels of security and protection this rigorous testing process also enables us to identify and address potential vulnerabilities within the platform, guaranteeing that customer data remains secure and shielded from external threats. By proactively assessing and fortifying our security measures, we provide businesses with the confidence that their valuable data is well protected.

Within the digital landscape, it is vital to combat phishing and spoofing attempts to maintain customer trust. Which50 excels in this area by enabling businesses to authenticate their communications effectively. By verifying the origin and integrity of messages, we provide customers with the assurance that they are receiving communications from trusted sources rather than malicious actors. This strengthens trust, fostering robust relationships between our clients and their customers.

Measurable Success: Tracking Engagement Effectiveness with Which50’s Analytics

Which50 enables businesses to measure the effectiveness of their customer engagement efforts through a range of automated analytics and reporting tools.

Automated Customer Experience Analytics | Which50

By tracking response rates and conversions, businesses can gain valuable insights into the effectiveness of their customer journeys and can make data-driven decisions to refine their communication strategies.

Additionally, detailed analysis can be carried out using Which50 to identify the reasons why customers may not be receiving communications – an alternative channel can then be used to contact the customer to ask them to update the incorrect details. This level of analysis and remediation can prove to be a key component of an organisation’s data quality strategy.

Another key ‘Measurable’ feature of Which50 is the capability to automatically identify customers who have not engaged with a previous communication and to initiate an automated follow-up message. This powerful functionality allows businesses to re-engage customers who may have missed or overlooked previous interactions. By providing a gentle ‘nudge,’ this tactic can lead to 2X increase in engagement levels, as customers are prompted to interact with the original communication. This data-driven approach enables businesses to effectively re-capture customer attention and drive higher participation rates, resulting in more impactful and successful customer engagement and improved customer retention.

Automated Customer Communications Platform | Which50

Automated Engagement Made Simple: Which50’s No-Code Logic and Triggers

Which50’s no-code setup allows businesses to automate customer communication journeys with ease. The platform offers an intuitive interface that enables users to set up triggers, rules, and logic to deliver automated multi-channel journeys without the need for any coding or database experience. With this automation capability, businesses can create personalised customer journeys, triggered by specific actions or events, such as completed (or abandoned) webforms or application processes completed in another system. This level of automation not only saves time and resources but also ensures consistent and targeted engagement across channels.

Customer Communications Automation Tools | Which50

Responsive Design for Mobile Engagement : No-Code HTML Designer

We understand the importance of delivering engaging experiences across mobile devices and the Which50 platform features a no-code HTML designer specifically tailored to support mobile-specific design. This empowers businesses to create responsive email templates and web forms that adapt seamlessly to different screen sizes, ensuring optimal readability and engagement on mobile devices. By prioritising mobile responsiveness, businesses can meet customers where they are and deliver a seamless and engaging experience on any device.

The latest version of the platform now includes the ability to set mobile-specific styles so that text and graphics can appear differently on a mobile device – all with just a couple of clicks in the easy-to-use ‘No-Code’ Content Management Designer.

Codeless Customer Communications Interface | Which50

Targeted Content for Personalised Engagement

Which50 enables businesses to go beyond static content and provides dynamic content capabilities across all channels including eDocuments as well as emails and web forms. Dynamic content allows businesses to tailor messages and options to specific customer segments based on their preferences, demographics, or past behaviours. By delivering relevant and personalised content, businesses can capture customers’ attention, increase engagement rates, and drive the completion of online journeys. With Which50’s dynamic content capabilities, businesses can create highly targeted campaigns that resonate with individual customers, fostering stronger relationships and enhancing the customer experience.

Personalised, Automated Customer Journeys | Which50

Conclusion – Time to Get SMART about your customer journeys?

In conclusion, hopefully these ideas have got you thinking about some of the key considerations for getting SMART about your customer journeys. At CustomerMinds, we have a proven track record of working with enterprise organisations for over ten years, assisting them to quickly and easily deliver sophisticated digital journeys in weeks, not months. Our key value lies in helping our clients to fill the gaps within their digital transformation initiatives through our No-Code Which50 platform . If you are interested in learning more about our truly agile approach and gaining access to best practices and sample journeys, we invite you to fill in the Contact Us form to schedule an introductory call.

If you’re eager to explore the SMART success stories we have to share, we encourage you to check out our case studies or sign up to receive our monthly newsletter by completing the form below. Stay up-to-date with the latest industry insights and customer engagement trends.

To read each post in our SMART Customer Journeys series, visit the links below: 

Get SMART about your Customer Journeys

S – 5 ‘Data SECURITY’ Considerations for Customer Engagement

M – 5 Steps to MEASURABLE Success in Customer Engagement

A – Is For AUTOMATION – the Beating Heart of SMART Customer Journeys 

R – 5 Key Considerations for Delivering a Mobile RESPONSIVE Experience to Customers

T – Targeting the Segment of One: Transforming Customer Experience with Hyper Personalisation