SoundBite

Activate the Multi-Channel Messaging Advantage
Issuing Banks know that to achieve “top-of-wallet” status you have to become very good at prompting activations, balance transfers, and managing fraud.  And of course, the quality of the customer experience is a factor in retention, especially when pursuing late payers and collecting past-due balances as cost-effectively as possible.

In Marketing and Sales, SoundBite increases activations, balance transfers, up-sell and cross-sell through messaging campaigns that can integrate phone, mobile texting, and email to reach cardholders at the devices they rely on and use every day. Deliver offers such as pre-approved credit and attractive balance transfer rates using personalized, branded marketing messages that generate ready-to-act respondents. Deliver welcome messages to thank new cardholders and reinforce important features and benefits of their cards. Promote rewards program features to preferred customers. Prevent credit card misuse by verifying that cards have been received.

SoundBite helps fight identity theft with intelligent, personalized fraud alerts. Customer satisfaction rises through helpful, professional communication of billing statement changes, account balances, and other useful information. Reaching out proactively to inform cardholders of rate changes and other important information avoids contact center flooding by inbound inquiries. SoundBite’s flexible multi-pass campaign strategies and multi-channel escalation procedures make it easy to reach all kinds of customers.

For Collections, SoundBite provides economical, personalized outreach that vastly improves collections effectiveness. SoundBite penetrates delinquent account lists more deeply in much less time, automates payment transactions while giving the customer a feeling of control over the process, and protects the privacy and security of customer information.

Customer Communications You Can Take to the Bank
Banks must maximize the value of each customer by offering competitive deposit and loan products, from mortgages and home equity lines to student and car loans, from online banking to CDs and money market savings accounts. At the same time, banks seek to increase customer satisfaction and the depth and breadth of their customer relationships, while reducing costs associated with late payers and debt collection.

Marketing departments retain customers and maximize up-sell and cross-sell opportunities by multi-channel communications at key points prior to CD maturity dates and loan payoffs to present latest rates and encourage reinvestment or refinancing. Interactive messaging is the best way to deliver offers such as pre-approved lines of credit, attractive balance transfer rates, overdraft protection and loyalty programs for preferred customers. SoundBite campaigns achieve dramatically higher response rates than direct mail, with real-time results reporting and analytics. An entire communications campaign can be performed in hours rather than days or weeks, and new offers can be tested quickly and cost-effectively.

Customer service builds satisfaction and brand loyalty by secure, interactive communication of deposit notifications, loan approvals, and account balance information. Consistent contact with customers strengthens the relationship, from welcome messages that thank new customers and reinforce important features and benefits to loan application confirmations that solicit missing information to speed up the approval process. Automated satisfaction surveys are cost-effective and generate higher response rates than live calling.

Retail banking Collections departments must reduce the cost of debt collection, shrink the collections cycle, and increase recovery rates, while maintaining a positive brand image and customer loyalty. From mortgages to home equity, from car loans to student loans, SoundBite can collect more revenue within a shorter period of time at a dramatically lower cost-per-dollar-collected. SoundBite automated right-party verification maximizes agent productivity while automated collections payments deliver higher results using fewer agents

Communication is the Best Policy
Providers of life, health, homeowner's, auto, boat, personal liability, and other consumer insurance products need to communicate with policyholders without diminishing brand equity, and without compromising the relationship between company and policyholders.

For Marketing and Sales, SoundBite helps uplift direct mail response rates or replace direct mail completely, as the most efficient and effective way to inform customer of new offers, rate changes, and new products. SoundBite performs an entire customer promotion with personalized, branded marketing messages in hours rather than days or weeks, and delivers high quality ready-to-act respondents.

For Customer Care, SoundBite delivers high-quality, branded welcome messages as well as proactive quote follow-ups, policy change notices, and claims status updates through seamlessly integrated voice, text, and email messaging. SoundBite creates a "high touch" relationship with customers—to obtain necessary account information, speed the application and approval process, and much more–reducing inbound call flooding (e.g. claims status inquiries) to customer service reps.

Retail insurance Collections departments use SoundBite’s automated multi-channel messaging to collect more revenue within a shorter period of time, while dramatically reducing cost-per-dollar-collected, and maximizing agent time spent with right party contacts. SoundBite’s auto-pay IVR facility delivers higher collections results using fewer agents.

Driving Customer Satisfaction and Retention

Marketing Initiatives using voice, text and email messaging make customers aware of loan rates and complementary services, delivering welcome messages that remind new customers of available loan and service options.

Consistent, positive Customer Contact strengthens loyalty and maximizes retention. SoundBite’s automated messaging can deliver application status updates, confirm progress, and gather information at the customer’s convenience. SoundBite's multi-channel escalation and blending campaign strategies reach more customers in less time, and proactive customer communications eliminate unnecessary inbound calls, making loan officers more efficient. And SoundBite’s automated satisfaction surveys can be sent to applicants to ensure that sponsors such as dealer networks are serving your customers well.

Vehicle lenders can reduce the cost of Debt Collection, shrink the collections cycle, and increase recovery rates while maintaining a positive brand image and customer loyalty. SoundBite’s messaging solutions use multi-pass campaign strategies and voice-text-email escalation procedures to connect with more late payers and delinquents before other creditors, lenders, or agencies can.