From booking a technician and confirming the appointment to evaluating the support service, the communications plugin boosts the customer experience …

Digital customer experiences continue to play a huge role in engaging with and retaining customers. According to consulting firm EY, prioritizing customers’ digital journeys and creating new ways to serve customers through virtualized services will help brands meet customer expectations post COVID-19.

One global company, a subsidiary of Chinese multinational home appliance manufacturer Haier, has paid heed to this imperative is provide instant maintenance support notifications via SMS and enhance post-sale services for customers in Australia, New Zealand, Singapore, the United Kingdom and the United States.

Said Fisher & Paykel Appliances EVP Marketing and Customer Experience, Rudi Khoury: “Today’s customers want to be responded-to instantly. They want regular updates from businesses and, more importantly, a two-way communications channel that allows them to share their concerns and feedback quickly and easily.”

To achieve this, the firm’s web platform has used the application programming interface (API) to plug into external solutions to deliver automated and instant SMS confirmations and reminders on all technician appointments, including self-service links for customers to easily cancel or reschedule the appointment.

The Vonage API embedded within Fisher & Paykel’s platform can also send follow-up messages for customer feedback once a job is completed to make ongoing service improvements.

In announcing the partnership, Khoury noted: “With Vonage APIs we are able to communicate with customers promptly and create a unique experience giving them control at their fingertips. The (APIs) also help Fisher & Paykel make the customer journey—from booking a technician and confirming the appointment to evaluating our service—a seamless process and closes any gaps in customer communications.”

Said Sunny Rao, Vonage Senior Vice President and General Manager (Asia Pacific region) about his firm’s API: “Delivering prompt customer service across multiple countries in a consistent manner can be a challenge. Businesses need a fast and efficient way to reach their customers no matter where they are in the world.”