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Airship Enabling High-Impact Customer Engagement During COVID-19 Pandemic

By Erik Linask April 07, 2020

While there’s no shortage of news updates from local, state, and federal governments about COVID-19 conditions – the accuracy of some reports notwithstanding – customers also have a need for information from the businesses they frequent.  Likewise, businesses need to provide information to their customers in a way that’s convenient and accessible.

Customer engagement platform vendor Airship, which provides a web notification solution among its products, is making giving businesses an easy way to engage their customers at all times – but particularly during this critical period when information exchange is essential.  The company is making its web notification solution available to businesses free of charge for 90 days during this crisis, giving brands an opportunity to engage with customers in real time across any connected device without the need to develop distribute a mobile or web app.

Information could include daily business hours, order confirmations or status updates, contactless delivery or pickup details, and more – effectively anything that customers need to know.  It’s a high-visibility solution with low deployment or development complexity that any business can implement to increase its ability to engage.

Messaging can be general information sent out to groups, or it can be personalized for individual customers using workflow automation and customer records and segmentation.  It could even be used to communicate information to employees, in lieu of or in addition to other channels, to ensure workers are up to date on all necessary information.

Many recognized brands are already using Airship’s solutions to increase engagement with customers, including Caesars Entertainment, TGI Fridays, NBC Universal, the New York Post, and the Sacramento Kings NBA franchise.  Many of them have significantly increased their engagement rates, such as Asda’s George.com seeing a 40% conversion rate on abandoned carts, and American Eagle Outfitters, which increased its addressable customer base exponentially by adopting web notifications.

While many customers are happy providing their personal information to join loyalty programs, Airship’s notification solution only requires them to opt in to the web notification system to get updates and alerts, making it easier to expand addressable audiences quickly.

The ability to get information to customers quickly is critical, especially during a situation like we’re currently experiencing.  By using simple web notifications, companies are able to increase their engagement with customers and provide them timely information conveniently, without customers having to log into email or apps.  Naturally, the same technology will be a benefit in continued engagement when the COVID-19 craziness is behind us – which will hopefully be soon.  Regardless of conditions, getting customers the information they need is a key component of a positive customer experience.

The latest trends in customer engagement and experience, including automation, AI, and messaging/communication tools, and how Artificial Intelligence and Machine Learning can benefit organizations and their communities or customers and users, is the crux of Future of Work Expo 2021.  Taking place at the brand new Miami Beach Convention Center, June 22-25, 2021 as part of the #TechSuperShow. Future of Work will again sit beside its collocated events – ITEXPO, SD-WAN Expo, MSP Expo, IoT Evolution, The Blockchain Event, and more – to deliver a compete learning and networking opportunity for business leaders who need to know what new technologies will drive their companies into the future.




Edited by Erik Linask

Group Editorial Director

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