EQUAT Messenger Retains Customers

Keep Customers Engaged and Loyal for Life

In the competitive environment of the Internet, it's not enough to just market to a prospect or customer - especially when marketing from your competition is bombarding them. Differentiating your business online requires that you be responsive, add value after the sale, and address customer service issues quickly. EQUAT Messenger makes it possible to accomplish all of these objectives with flexible email automation. For building customer loyalty, EQUAT Messenger has created an integrated approach to both outbound and inbound communications, with tools designed to meet the specific needs of both business-to-business and business-to-consumer marketers.

Team email inbox
It's a fact: when you send email, you will receive email. That's why EQUAT Messenger 's solution set includes team-based email processing tools to route messages to the appropriate person, handle incoming messages, and address almost any inbound challenge. Multiple service representatives can access the EQUAT Marketing inbox to manage email-based inquiries and service issues, while rules-based email auto-responders can help you automatically respond to inbound email based on the message content criteria you define.

Case tracking
Useful in situations where there's a customer service issue that can't be easily resolved, case tracking allows your customer service or support staff to centrally manage email-based customer interactions. Teams can have access to one centralized case history, message threads, and resolution information. Public and private folders can be created to allow different levels of access to information.

Automated Bounce and Remove Processing
With the number of fly-by-night companies sending unsolicited messages, it's important to your company's image to be responsible about respecting prospects' wishes to opt out of your email marketing database. EQUAT Messenger Mail Center makes it easy to enable a one-click opt-out process, and automatically unsubscribe those who do not wish to receive email. It can also recognize and properly handle messages that "bounce" back due to auto-responders or undeliverable addresses.

Smart Message Routing
Some inbound messages you'll receive are going to be more important than others. Is a message from somebody at a key customer site? With EQUAT Messenger, you can set up automated inbound mail processing that can route messages based on pre-determined criteria, like key words in the message, the sender's email address, and more.

Rules-Based Auto-Responders
EQUAT Messenger provides a powerful solution for quickly following up with your customers when they email you an inquiry, or respond to a campaign using email. With EQUAT Messenger Mail Center, you can define any number of criteria for determining inbound message content, and then respond using pre-defined, dynamic auto-responders that let your customers know you're on top of the issue, or, escalate its priority if the issue isn't resolved with the first auto-response.

Automated Lead Qualification & Distribution
EQUAT Messenger can help streamline your business processes by providing configurable lead qualification rules that are automated using email. So, for example, if the prospect meets "XYZ" criteria and has clicked through on an automated follow-up email message, EQUAT Messenger 's system routes that lead to the proper sales representative. The net result is that your sales team will get greater hit rates, and chase fewer dead ends.

EQUAT Messenger Strategic Planning

EQUAT Messenger begins the planning process by gaining a thorough understanding of your goals and objectives. What is it that you want to achieve - long-term and short-term? With this knowledge we develop an interactive program that will help you achieve your goals with the highest return on investment possible. If you have not already done so we can help you to visually map out your program.

The planning process for your interactive marketing program will focus on five key objectives:

• Establish dialogue - the creation of a true one-to-one relationship with your customers and prospects, whereby you learn something about your customers with each interaction.
• Positioning - ensuring that your brand is top of mind with your customers and prospects.
• Closing the information/ data loop - the knowledge gained from each individual campaign is used to optimize follow-up or subsequent campaigns.
• Integration with off-line media - making sure that on-line and off-line programs are operating in concert to achieve your goals.
• Integration with CRM - ensuring that data collected through interactive campaigns is available for subsequent sales, support and service activities.