Is the contact information (e-mail, phone number) of your customers up to date? When was the last time you updated them? You should start customer experience management by updating customer contact information.
Email and sms are the most used channels to reach your customers. Managing customer data collected with a lot of effort is a challenging process. As the number of customers increases, duplicate records are inevitable. Many companies choose to deduplicate customer data via email or phone number. Deduplicating data is important, but keeping it up to date is much more important.
If we look at the reasons for outdated phone and email data, the following reasons stand out.
Business email and phone
Research shows that the average time to change jobs has decreased to 3 years. In some sectors, this rate has dropped below 2 years. If your customers include white-collar workers, there is a high probability that you cannot reach them via business email addresses and company phone numbers.
Unused email addresses
According to the latest data, there are more than 6 billion email addresses in the world, the number of email addresses per person was calculated as 1.75 in 2018, and today this ratio is estimated to be over 2. Email service providers delete inactive addresses that are not actively used in certain periods. It is very easy to get addresses from free email service providers such as Gmail, Yahoo, Outlook. The rate of people who prefer to get a new email address instead of the one they forgot their password is considerably high.
Phone number changes
It is now possible to get a new phone line within minutes. In our country of 83 million people, there are more than 80 million registered mobile line subscribers. When compared to the population, there is a 99 percent mobile subscriber prevalence. Half of these lines are prepaid lines. When prepaid lines are not topped up for a certain period of time, the subscription is automatically cancelled. Operators can allocate cancelled numbers to other subscribers.
Numbers can also be cancelled or transferred due to reasons such as moving abroad or death.
How to update?
Report the date and channel through which you last contacted your customers.
Examine the delivery reports of the surveys you send in detail. Delete or inactivate the numbers where SMS messages are not delivered, and e-mail addresses that bounce error messages from your list. Try sending again to records with temporary errors. Do not resend to records with permanent errors. To avoid losing your customers’ contact information, take care to collect phone and email addresses together.
Manage customer experiences
Wiseback, which enables businesses to collect feedback, measure happiness score and NPS in an omni-channel structure through website, mobile application, email, kiosk, sms, QR code channels, enables end-to-end customer experience management with the management screens it offers. Developed independently from the industry, Wiseback solution has a structure suitable for businesses of all sizes. Register now for free and start managing customer and employee experiences intelligently.
