Start from the problem, not the channel.

Customer Engagement

Keep customers informed and involved between purchases.

The problem

Customers hear from a business at checkout and then nothing until the next promotion. Engagement drops, and each new campaign has to work harder to get attention.

Recommended channels

• WhatsApp

  Two-way chats and buttons invite customers to respond.

  Primary

• RCS

  Interactive cards and replies in the messaging inbox.

• Email

  Room for tips, guides and product news.

• SMS

  Short, timely nudges that get read.

Transactional Communication

Deliver the updates customers expect, exactly when they expect them.

The problem

Order confirmations, receipts and account changes are the messages customers most want. When they are late or missing, support tickets and trust issues follow.

Recommended channels

• WhatsApp

  Updates with a Track button and a place to ask questions.

  Primary

• SMS

  Fast, universal delivery for status updates.

• Email

  Receipts and documents customers can keep.

• RCS

  Richer updates with images and actions.

Marketing Communication

Run campaigns that are timely, relevant and measurable.

The problem

Broad, untargeted campaigns produce low response and high unsubscribe rates. Marketing teams need to segment, personalise and measure across channels.

Recommended channels

• WhatsApp

  Opted-in offers with images and buttons customers can act on.

  Primary

• RCS

  Visual, branded campaigns with clear calls to action.

• Email

  Detailed offers and newsletters.

• SMS

  Short offers for opted-in customers.

Authentication

Verify customers quickly without adding friction.

The problem

A verification code that arrives late causes abandoned sign-ups, failed payments and support calls. Authentication needs a fast, dependable route.

Recommended channels

• SMS

  Prioritised OTP delivery on any phone.

  Primary

• Voice

  Spoken OTP fallback when SMS is not received.

• Email

  Verification links and security notices.

Notifications

Tell customers what they need to know, on the channel they will notice.

The problem

Important notices get buried in inboxes or missed entirely. Businesses need to match urgency to channel so critical information is seen.

Recommended channels

• SMS

  Immediate delivery for urgent notices.

  Primary

• Voice

  Calls with acknowledgement for critical alerts.

• Email

  Detailed notices with attachments.

Lead Engagement

Respond to new leads fast and keep them warm.

The problem

Leads cool quickly. A slow first response or no follow-up means the enquiry goes to a competitor.

Recommended channels

• WhatsApp

  Instant reply and qualification questions in chat.

  Primary

• Voice

  Immediate callbacks and click-to-call.

• SMS

  Instant acknowledgement and appointment links.

• Email

  Brochures, proposals and nurture sequences.

Customer Retention

Keep existing customers active and coming back.

The problem

Acquiring a customer costs more than keeping one, yet lapsed customers rarely hear from the business until they are gone.

Recommended channels

• WhatsApp

  Renewal reminders customers can act on in one reply.

  Primary

• Email

  Personalised recommendations and win-back offers.

• RCS

  Rich reminders with one-tap reorder or renew.

• SMS

  Renewal and expiry reminders.