Powerful Personalised Messaging Using CLI and CRM
Integration
Are you able to identify each caller using Caller Line Identification (CLI)? By sharing the information you have in your CRM with your contact centre, you can become increasingly specific with how you market to each and every individual. To illustrate how advanced you can make your Dynamic On Hold Messaging, picture this following scenario.
Advanced Dynamic Messaging Explained
While sitting at home after a hard day in the office, Dave sees an ad promoting the latest home loan at ACME Bank. He calls the bank's contact centre to learn more. When placed on hold to speak with a sales representative, Dave hears two messages. The first message is promoting the home loan he called to enquire about in the first place. The second promotes ACME Bank's new Platinum credit card for big spenders.
Why does Dave hear these messages, and not messages promoting ACME Bank's equally new LITE credit card or Life Insurance policies? Because ACME Bank's contact centre has recognised Dave's phone number and pulled his profile from their CRM. With this information they presume correctly Dave would rather hear more about these things because he is:
- an existing customer
- with a high net worth
- who already has a life insurance policy with ACME Bank
- and has called between 4 and 6pm when ACME Bank airs their television commercials promoting their new home loan.
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