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Pronto Blog
The latest tips, insights, updates and advice on omnichannel communication, from Pronto.
Optimising Your Communication Through Twilio’s SMS With MS Dynamics Integration
Who knew that one day, the humble SMS would turn into something of a dark horse in terms of its influence on business success? But despite the gradual rise in popularity of SMS bulk messaging as a crucial communication tool for companies worldwide, many growing...
Unlocking The Power Of SMS Messaging Through Twilio
In today’s overcrowded eCommerce market, more and more businesses are looking for the fastest and most direct route to their customer base. SMS messaging is proving itself as an invaluable tool in this context. It’s important to note, however, that to leverage the...
How Twilio Flex Integration Can Transform Contact Centre Performance
Given the fact that the global eCommerce market has tripled in the last seven years alone, it’s no surprise that contact centres are coming under increasing pressure. Without the option of in-person interactions, online consumers are becoming more and more reliant on...
Tips For Hiring And Retaining Contact Centre Agents
Employee turnover rates are on the rise, and this is posing a serious challenge for countless businesses across the board post-pandemic. Contact centres in particular are feeling the pressure in this context. With retention and employee engagement cited as two of the...
Why Empathy Lies At The Foundation Of Superior Customer Service
Empathy plays a crucial role in the context of customer service. On a basic level, it enables support agents to build a genuine connection with customers, which in turn increases trust and brand loyalty. In business terms, an empathetic approach can help to resolve...
Essential Customer Onboarding Metrics To Track
The process of tracking your company’s success in the context of onboarding has changed hugely in recent years. In this post-Covid world of talent shortages and increased employee turnover, there is a specific set of customer onboarding metrics that need to be...
The Benefits of Twilio-Salesforce Integration
Almost every business owner strives to achieve streamlined sales, robust marketing and a uniquely personalised relationship with their customer base. Pair this with a contact centre that runs like a well-oiled machine and you’re on the road to incredible growth....
The Benefits Of Conversational AI For Contact Centres
There is no question that Artificial intelligence – and in particular, conversational AI – is having a moment. In 2022, 69% of consumers admitted to being open to the use of AI in the interest of an improved customer experience. It is good news that the majority are...
How To Use SMS Messaging To Improve Customer Experience
Creating a positive customer experience is a crucial endeavour in today’s consumer-driven world. With recent research suggesting that 58% of customers are willing to pay more for a favourable consumer experience, businesses and contact centres need to begin looking at...