NEWS: Mosio Wins Leading Patient Engagement Software Customer

Mosio Wins Leading Patient Engagement Software Customer

Mobile messaging platform enhances CareWire’s patient attendance, compliance and satisfaction solution

FOR IMMEDIATE RELEASE

SAN FRANCISCO–Studies show that missed appointments by patients negatively affect their health, strain the provider-patient relationship, disrupt the care delivery process and add avoidable expenses to administrative and medical resources. The traditional methods of communicating with patients via snail mail and phone calls are expensive and time-consuming and are proving more impractical to healthcare providers looking for proven, cost-effective communication methods.

Enter the mobile phone.

Today Mosio announced the integration of its mobile messaging platform with CareWire, a company that provides an automated patient text messaging service that allows healthcare organizations to increase billable appointment yield, visualize patient satisfaction in real-time and inform improvements in service.

Now, CareWire will use Mosio’s powerful messaging infrastructure to ensure scalable and reliable messaging volume.

“Research from Med Practice Informatics has shown estimated savings by using text messaging for reminders, calls and follow ups can increase practice revenue by $100,000 a year,” said Noel Chandler, Mosio’s CEO. “CareWire’s incredible technology, combined with Mosio’s interactive messaging platform, provides doctors, clinics and hospitals with a powerful mHealth solution that reaches patients via the mobile channel they use the most – their mobile phone,” Chandler added.

“Mosio’s platform will enhance our capability to grow our business quickly,” said CareWire CEO Scott Danielson. “We are pleased to partner with another leading-edge firm with a solid track record in delivering interactive mobile solutions in healthcare.”

Mosio’s two-way mobile messaging services are accessible in 16 countries. For more information on how Mosio can assist your business or organization via interactive text messaging or the mobile web, visit www.mosio.com

About Mosio
Mosio is an award-winning mobile software company providing text messaging and mobile web solutions for businesses and organizations. Mosio’s technology is used in customer service, healthcare, research, education, libraries, events, hospitality and workforce communications, enabling our clients to communicate with their target audience efficiently via mobile messaging.

About CareWire
CareWire is a patient engagement solution that utilizes automated patient text messaging to guide patients to better, safer and more satisfactory healthcare outcomes while enhancing provider revenue. The system and brings to providers a turn-key solution that is ready and operational within days of purchase. For more visit www.carewireinc.com.

 

Mosio mobile messaging software.

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Integrating Text Messaging with Customer Service [INFOGRAPHIC]

Integrating Text Messaging with Customer Service

We present to you a great infographic, titled “Taking it to the Text Level” – We agree with literally everything on this infographic and the wonderful stats in it, created by Demandforce and Column Five. Most consumers these days are texting with friends, family and work. More companies and organizations are realizing that it’s not a passing fad, but a great way to communicate quickly, both ways, with their customers, members and employees. There are various ways to integrate text messaging with your customer service channels. We advise you to discuss your options with companies who specialize in text messaging software and solutions to provide you with the best options for your budget and use cases.

Businesses taking advantage of text messaging benefit from cost savings in operations, more access to customers on the go and can take advantage of many mobile users quick access to the mobile web for promotions, coupons and additional information to help customers become fans.

Some of the key takeaways from the infographic:

  • 73% of American mobile phone owners are regular texters.
  • 66% suffer from “nomophobia”, being without your cell phone.
  • 33% of mobile phone users prefer a text message over a voice call.

There are more, below and if you’re looking for ways of integrating text messaging with your customer service or feedback channels, let us know.

Panel Discussion: Will Technology Kill the Call Center?

Panel Discussion: Will Technology Kill the Call Center?

Research firm Software Advice recently conducted a live debate on Google+ called, “Will Technology Kill the Call Center?”

Experts from several technology and call center organizations fielded questions about contact channel utilization, technology and the impact of these factors on the future call center. The responded to queries from the audience via comments in the news feed.

The panel also answered four scripted questions including:

•    How have you seen consumer contact channel utilization change?
•    What role has technology played in this shift?
•    How do you see technology impacting the way customers contact a company in the future?
•    Will technology eventually render call centers irrelevant?

Here are several takeaways from their responses.

Leverage Contact Channels Together
Consumers are adopting newer contact channels, such as mobile text message, virtual agents and self service, faster and more often than ever before.

Etech Senior Vice President of Global Development Jim Iyoob said, for exampe, that his contact center clients have seen virtual agent traffic rise to as high as 30 percent of interactions. That’s up from zero just a few years ago.

This doesn’t mean customers are choosing these new channels instead of voice. Rather, they are using mobile, self service, FAQs and other channels in addition to the telephone; and vice versa. Companies use mobile text messaging – like that offered by Mosio – to send reminders, offers and other communications.

In response, companies need to do more than just make these channels available. They should leverage each to better serve the customer. This improves efficiency and customer satisfaction.

Respond to Customer Contact Channel Choice
“Technology can finally deliver on the promises from five or six years ago. … This has revolutionized the self service industry. Folks that are clinging to old methods of interaction are doing so at their peril,” one of the debate speakers, Mike Hennessy, said during the event. He serves as the Vice President of Marketing for IntelliResponse.

He says technology for new contact channels has leveled the playing field for user experience. The customer is empowered to choose the communication channel they want, when they want. It’s up to the company to determine which channels are most important to its customers and invest in those technologies.

Drumbi founder and CEO Shervin Talieh said companies should consider that the majority of customer contact will soon come from a smartphone or tablet. Companies should make sure to include a mobile customer service plan. This can include things like anticipatory text messages – send a reminder when a prescription refill is ready. Or a library operator might automatically notify a borrower if their book is due at the library.

Ready Your Call Center Agents for Change
The concept of a call center comprising phone agents has evolved into a contact center comprising ”command teams” who manage customer interactions through multiple channels. That’s because today’s consumer demands instant gratification, and the reborn center is expected to support those demands, whether they come through mobile, Twitter, live chat or a phone call.

This will continue to affect expectations from contact centers and their agents. Agents will need to be more skilled and technically savvy.

“At the end of the day it’s the agent behind the technology that’s going to make the difference. While technology will enable agents to be better, faster, more efficient. It will not replace the contact center,” Iyoob said.

Click below to watch the entire video.

About the Author:

Ashley Furness is a CRM Analyst at Software Advice.
LinkedIn  |  Twitter

 

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Kellogg’s Special K Box – A Great Place for Customer Service via Text Messaging

I am a big fan of Special K, it is definitely my favorite cereal in the world. I also happen to be a huge fan of white space in design, so while admiring a small box of Special K while enjoying a bowl of it, I noticed all of the various ways they encourage customers to contact them. Honestly, I can’t think of any reason a sane person would be upset with Special K and I applaud Kellogg’s for providing so many ways to contact them, only they’re missing the single most utilized mobile channel: Text messaging. It is user-friendly, immediate, works on 99% of all mobile phones and is the preferred method of communication for all mobile consumers in the U.S.

Kellogg’s Customer Service:
Invite your customers to text you with their questions or comments. You’ll not only get more of them, my bet is that you’ll get more positive comments, not to mention you’ll have the ability to send those mobile users additional information, promotions, mobile web links, etc at the point of consumption without asking them to:

A) Remember to visit your website later.
B) Be placed on hold.
C) Spend time and postage to send you a letter.

If you’re looking for help in getting set up, let us know. Using our technology we can equip your customer service reps to receive and respond to text messages from your customers efficiently. And, as of this posting, the short code 237325 (CEREAL) is available. We can get you set up and running as quickly as possible.

Noel Chandler
CEO, Mosio, Inc.
Interactive. Mobile. Engagement.
www.mosio.com

Text and You Shall Receive – Text Messaging in Customer Relationship Management

Text and You Shall Receive

(Editor’s Note: Today’s post is by Ashley Spade, part of our “Consumer Viewpoint” guest post series about all things mobile)

Could the days of calling a 1-800-HOLD-FOREVER be over?

As a consumer, I’ve probably been on hold for the equivalent of a few months. Months that I could’ve spent exercising, shopping, watching TV or even doing a 5000 piece cloud puzzle.

And, when a person finally comes on the line, I don’t want to be bitter and angry, because the tie-up isn’t their fault. But it’s hard not to be angry at someone.

 The endless frustrations of 1-800 numbers could possibly be left behind, thanks to wonderful world of text messaging. Imagine the ease of sending off a text message to Barry’s Auto Parts asking why the radio they installed won’t leave AM stations. It’s nothing urgent, so you don’t need a reply right away, but you want it fixed without getting on the phone and being on hold for three hours.

Text messaging could be a great alternative to call lines. While call lines may still be needed for more urgent requests, shooting off a text message and going on with your life while you wait for a reply is eons better than being on hold indefinitely.

Three Benefits of Texting


1) More Efficient Order Fulfillment:
Many of the hang-ups in delivery, ordering and customer satisfaction are due to complications with order fulfillment. If Barry’s Auto Repair Garage agrees to replace your radio, you probably think you’re golden. But, the truth is, Barry’s might rely on a third party for order fulfillment, meaning that your replacement radio is not in Barry’s hands.

Having a direct line to order fulfillment, whether it’s through communication with the service or through sending text updates directly to your phone, means that you know where your replacement radio is at all times. If there’s a delay, you know about it immediately, which eliminates a lot of confusion and frustration with Barry down the line.

2) Customer Feedback and Engagement:
It seems that many companies aren’t exactly sure what their customers want. Many brands have started to print codes for online surveys alongside receipts, usually promising 10% off for your troubles. These are great, but usually have to be completed within about ten minutes and redeemed within the next 2 hours. I’m exaggerating a bit, but in reality, those surveys are hard to complete on time. If we could complete a text survey and redeem the coupon directly on our phones, businesses would probably receive more feedback than they know what to do with. I can tell Barry that I received the radio and that my FM stations are coming through loud and clear. And in exchange, maybe I’ll get 15% off my next oil change.

This style of survey collection would make for better products or services, increased customer feedback and engagement, which makes us feel valued and which all leads to what businesses are really after: our loyalty.

3) Increase Customer Loyalty:
Feeling valued by a company instead of mistreated makes all the difference in whether or not we continue to come back. It’s much more expensive for companies to gain new customers than it is for them to keep an old one. Increasing customer loyalty is then in their best interest, and in ours too. I don’t want to sift through 16 auto repair shops and run the risk of being ripped off by Fred’s Greasy Garage. If I know that Barry’s shop does a great job, I’ll keep going back, and I’ll tell all my friends to text Barry when they need work done.

About the Author:
Ashley Spade is a law student in Chicago. When not pulling all-nighters at the library, she spends her time scouring thrift stores for vintage fashion treasures, reading case briefs while on the treadmill at the gym, and volunteering for local animal shelters. Follow the adventures of Ashley and her furry sidekick, Sir Winston Pugsalot the First, on twitter: @ashspade or check out her fashion blog: www.beltsandbangles.com

Instant Gratification: Why Getting Texts from Your Favorite Companies Benefits You (and Why More Businesses Should)

We communicate differently than we did twenty years ago; or even ten years ago.

For 12-17 year olds, texting is the main form of communication; in fact, it’s more popular than face-to-face, phone calls and emails combined. The average American teen sends over 3,000 text messages a month. And, though 25-35 year olds make up a relatively small portion of the population, they are responsible for a large number of text messages sent in the US.

In short, texting is huge.

Many providers of goods and services have caught on to the trend and are now offering free coupons via text messaging services. If the trendy new frozen yogurt shop wants to get the word out, using a text messaging advertisement business may be their best bet.

Our cells are never far away and we check them even if we don’t suspect we’ve missed a call. Why? Maybe because we’re obsessed with our phones.

Consequently, text advertising makes tons of sense. Just as our communication habits have changed due to technology, marketing and advertising must also change to keep up with our latest tendencies. Text message advertising is a timely and effective form of advertising that’s especially suited for a generation that’s constantly on the go. The sooner a consumer hears about a deal, the sooner they can act on it, which drives immediate business and revenue.

How?

Cell phone users send a six-character code to a business, which essentially tells them: “Hey, I love your frozen yogurt. Keep me updated on it!” Once the business receives the code, the sender can later receive alerts, announcements, promotions, links and coupons straight to their mobile device.

Consumers receive information straight to their phones without the hassle of email and computers or standard mail and postage rates. Advertising companies no longer have to spend crazy amounts of money.

The Results

Recent studies show that text advertising reaches a massive audience. Taking advantage of a free coupon via text doesn’t require a smartphone, installation of any apps or even Internet access. The only absolute requirement is a text-enabled phone – pretty much any phone on the market – and a standard text message plan.

Why More Businesses Should Text

Cell phone users value real-time advertisements and are more likely to act on an ad that implies a sense of urgency. You also target a specific audience, so if your business operates in a college town or if you sell products that are geared towards teens, texting is one of the best ways to get their immediate attention and keep them hooked.

Text advertising businesses also offer real-time event coverage. If your business is conducting a conference, fundraiser or gathering, keeping your attendees and outside consumers in the loop can be difficult to do without spending a lot of money. Text message marketing allows you to keep users updated, run a mobile conference website with an itinerary and stay in touch after the event.

This service is especially useful for smaller business that may not have a big budget for advertising. Pricing for these services is considerably cheaper than that of standard advertising methods. You also have the opportunity to reach your direct audience and only send information to people who ask to receive it. Your advertisements, then, will never fall on the wrong people, arrive unwelcomed or go unnoticed. Talk about bang for your buck!

About the Author:
Ashley Spade is a law student in Chicago. When not pulling all-nighters at the library, she spends her time scouring thrift stores for vintage fashion treasures, reading case briefs while on the treadmill at the gym, and volunteering for local animal shelters. Follow the adventures of Ashley and her furry sidekick, Sir Winston Pugsalot the First, on twitter: @ashspade or check out her fashion blog: www.beltsandbangles.com

Should your business have a location services mobile strategy? 83% of your customers won’t care.

You may want to think twice about how much time and energy you spend on your location based services efforts in mobile…for the time being.

In day to day living, for better or worse, it’s easy to forget that “everywhere isn’t like here” (which always makes for a great excuse to travel). San Francisco is a hub to many technology start ups, I love it for that. But in many ways it gives one a foggy view of the way the rest of the world works. If you walk around the city it seems everyone has a smart phone (and specifically an iPhone) and in tangled twist of irony, being in the wireless industry creates even more of a disconnect to what most of the world does on and with their mobile phones.

Nielsen released some new research recently showing that U.S. smart phone app users are concerned with privacy when it comes to location. And why shouldn’t we be? With all of the recent news about cell phones tracking our every movement (whether we know it or not), it’s sort of a scary thought.

Mashable had a post the other day, “Why Mobile Users Aren’t Checking In [INFOGRAPHIC]” got a mixed response here at Mosio HQ. Some of us were surprised to find out only 17% of mobile users “check in” to Foursquare and Facebook Places, the rest of us weren’t surprised at all. Should your business design and implement a mobile technology strategy that doesn’t appeal or apply to 83% of your customers? I suppose it depends on your customers and more specifically on your resources.

Your business should definitely have a mobile presence. Our advice: make sure your efforts are spent on providing access to the most customers possible.

In the end it’s entirely up to you, but this report on the “reality behind the hype” as the infographic suggests is definitely eye opening for any business trying to decide what discounts or promotions they should offer to the 1 out of 5 customers trying to be their “mayor.” Your employees know who your regular customers are, do they need to be shown a digital badge to prove it? I’m certainly not suggesting one way or the other, but the research definitely warrants more consideration when thinking about implementing these types of technologies. If you have the resources and you think it’ll work, it doesn’t hurt to try. If not, there are plenty of other ways to go mobile.

The Competitive Advantages of Mobile Text Messaging: Stats, Facts and Figures

Text Messaging Makes Businesses More Competitive

Clients often ask us about how text messaging provides them with an edge over their competitors. If you know your company needs to be mobile, why use text messaging? Our short answer is “because every phone is text messaging-enabled and nearly every mobile consumer in the U.S. has it as part of their plan.”

It’s 2017 and while many of the original statistics posted below pale in comparison to the data of today (we’re due for a new post), we’re constantly surprised at how new the SMS channel still is in many industries. We now get asked more about statistics and research showing the text message and mobile usage of older demographics.

We got a lot of great feedback from a blog post we did awhile back with text messaging and mobile facts and figures, so we put together another list of stats, facts and figures we found. Bottom line, adding text messaging to your business communications, whether it be with customers, employees, independent contractors, etc makes you more competitive.

Adding text messaging opens up a new, easy to use communication channel that helps cut through the clutter, costs and time associated with other forms of communication, like talking on the phone. Plus, it’s the preferred method of communication by most mobile consumers. We’re not saying don’t talk on the phone anymore, but if you have a faster, more efficient, cost-effective way to communicate, we think it warrants serious consideration.

Here are some bits of info for you and if you’re interested in speaking about your communication goals and how text messaging can provide you with a return on your investment, contact Mosio here.

The Competitive Advantages of Mobile Text Messaging: Stats, Facts and Figures
“90% Would Rather Use Text Than a Phone Number
GoIP Global, Inc User Survey, November 2010

…of the 82 percent of consumers who prefer on-device self-service, 35 percent are between the ages of 36 and 50 years old, 38 percent are between 25 and 35, and 27 percent are between 18 and 24.”
– Nuance Communications Mobile Customer Care Study

“44 percent of consumers surveyed said they would rather receive product information and other marketing messages through SMS campaigns than via any other channel.”
Direct Marketing Association, July 2008

“The average cost of a live-agent service call is approximately $12. An SMS interaction, on the other hand, costs mere pennies per message.”
ContactBabel Contact Center Analysis Firm

“Interacting with customers via SMS allows the issue to become what RJ Auburn (CTO of Voxeo) refers to as ‘a background problem’ — less of a headache and requiring much less of [company agent’s] time. Text messaging also gives agents a context for every inquiry. Unlike an IVR, SMS can move through these more complex inquiries seamlessly.”
DestinationCRM.com

“94%) have texting included in their phone plan. This makes texting by far the most popular feature of US consumer mobile phone plans. Other popular features include email (80%) and mobile web (78%).”
– New study from IHL Group and RetailConnections.

Texting Is an Underutilized Customer Engagement Tool

– Article by 1to1 Media, Insight and Best Practices from the Customer Strategy Experts

There you go, enough stats to shake a phone at. If you’re looking for text messaging solutions like live voting, live polls, or SMS surveys, contact us. We’re happy to help.