Imagine this: every customer receives exactly the right message, at the right moment, through the right channel. Everything connects seamlessly, without duplication or miscommunication. An email is followed up by a push notification. A payment is confirmed automatically. The tone of your communication matches the recipient’s profile. That is the power of a consistent omnichannel customer experience.
So why does it prove to be so difficult in practice to achieve this ideal situation?
Creating a consistent customer experience turns out to be more challenging than many organisations expect. The root cause is often a fragmented IT landscape. Multiple systems, legacy software and data silos make it nearly impossible to coordinate customer communication centrally. The result is situations where customers receive a payment reminder by SMS even though they already paid the outstanding amount after an earlier email.
This approach leads to customer frustration and unnecessary pressure on the organisation. Employees have to manually check mailing lists, adjust messages or correct errors. Costs quietly increase due to incorrect deliveries and unnecessary printing and postage. Meanwhile, IT teams become overloaded because even small process changes require new system adjustments.
The good news is that data-driven customer communication does not have to be a headache. What if you could automate all your customer communication processes within one central environment? With our low-code omnichannel communication platform Flowize, you gain full visibility of the customer journey, from onboarding to customer service and from collections communication to loyalty campaigns. You always know exactly what was sent, when, to whom and through which channel.
Flowize connects to your existing systems in real time. There is no need to replace your current IT landscape. You simply make better use of it. And best of all, no programming knowledge is required. In practice, this looks like:
A customer makes a payment. Flowize automatically stops the reminder before it is sent.
A recipient prefers WhatsApp over email. Flowize ensures future messages are sent via the right channel.
Someone is in a vulnerable situation. Flowize segments based on profile and payment behaviour, allowing you to tailor tone and style per audience.
This allows you to communicate with customers in a personal and engaging way, without compromising efficiency, compliance or data security.
Less manual work, more relevance and better timing. Employees have more time for real interaction because the communication platform automates the rest. This is how customer communication should work. For your organisation as well, that ideal situation is well within reach. Ready to take the next step?