Poor customer engagement can be one of the most detrimental factors in determining a business’ success. That is why Syniverse is collaborating with Adobe Campaign to drastically increase user interactions, strengthening its stance as “the world’s most connected company.”
This is heavily supported by the fact that Syniverse delivers 84 million messages an hour every single day around the world, works with over 800 MNOs, and offers 350 direct connections.
Syniverse hopes to re-establish its reputation and is adopting Adobe’s omnichannel marketing platform to do just that. But how does this help CX?
Syniverse, already a global leader in the industry, can now use Adobe Campaign’s communications to allow businesses to send targeted, reliable messages to customers. Using an SMPP over SSL protocol, multiple systems can be consolidated into a single architecture.
The platform also provides capabilities for two-way messaging, text translations in real time, and multimedia content. Customers can send and receive photos, videos, and messages in languages from all around the world.
Multimedia support can make interactions more engaging and informative, allowing effective brand promotion. Visuals can help explain new products and services more effectively, enriching communication with customers and fostering brand affinity and loyalty.
Furthermore, Syniverse has ensured that messages will not be intercepted by spam filters and will remain secure, thanks to their extensive expertise and reliability in communications and regulations.
How the Partnership Will Improve CX
By using Syniverse’s and Adobe Campaign’s targeted, real-time SMS messaging, businesses can enhance customer engagement and retention. SMS offers personalised communication that aligns with the customer’s preferences, behaviours, and past interactions, tailoring promotions to match their needs.
Using this solution, Syniverse can boost customer retention from future partners. SMS, over other forms of communication, also provides a fast and direct way to communicate, with messages typically being read within minutes. This makes it an effective channel for time-sensitive offers, promotions, and updates.
Through the process of more reliable and efficient messaging services, Adobe Campaign will also have a wider outreach and potential partner pool. It will be able to capitalise on Syniverse’s well-regarded reputation and access its resources.
The partnership allows businesses to reach those without consistent internet access thanks to the global user base of Syniverse, providing convenience and enabling easy engagement with promotions and discounts. This is key given its global outreach, including those from less fortunate backgrounds.
Moreover, regular and timely communication through SMS reinforces trust in Syniverse, as customers come to expect valuable updates and offers. Two-way messaging even fosters a stronger, more interactive relationship, boosting customer satisfaction and loyalty, which are vital to modern CX strategies.
It also boosts engagement by making customers feel heard and valued, deepening their connection with businesses. Two-way messaging facilitates efficient problem-solving and convenience, as customers can resolve issues quickly through familiar channels like SMS.
Nathan Robbins, Vice President of Go-to-Market, Strategy, and Alliances of Syniverse, is very excited about the partnership.
“The customer experience is becoming an increasingly important aspect of driving sales, and there’s no better way for a company to show it cares about its customers than by reaching them where they are.”
When discussing Adobe Campaign, he added that “our messaging solution maximises your marketing strategy and ensures your communications reach their intended audience.”
SMS Messaging – On the Way Out?
Despite social media’s growth, SMS messaging is certainly not a thing of the past – especially for omnichannel marketing. Due to its wide accessibility and high engagement rates, many in the sector consider it to be pivotal.
Almost everyone has a mobile phone, and SMS doesn’t require internet access or specific apps, making it a reliable communication tool for reaching global audiences.
It integrates seamlessly into broader omnichannel strategies, complementing other digital channels and ensuring consistent customer communication, meaning Syniverse can follow up on campaigns and drive immediate customer action.
In addition to its accessibility and engagement, SMS provides businesses with a cost-effective, secure, and efficient means of communication. Data analytics and customer feedback can also offer valuable insights, helping businesses refine their strategies.
Syniverse’s marketing omnichannel is available on Adobe Campaign Classic versions 7 and 8 and Adobe Campaign Standard. It is also offered at a volume discount to other businesses hoping to partner with Syniverse in the future and use the omnichannel.
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