First-of-a-kind customer engagement technology helps enterprises improve customer experiences to generate up-sell and cross-sell opportunities, while reducing costs
STAMFORD, Conn. — (BUSINESS WIRE) — September 14, 2015 — Pitney Bowes (NYSE: PBI), a global technology company that provides innovative products and solutions to power commerce, today announced the global availability of EngageOne Video, a first-of-a-kind customer engagement solution that delivers interactive communications designed specifically for each viewer.
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Pitney Bowes EngageOne Video Improves Customer Engagement by More than 100 Percent (Graphic: Business Wire)
“The Pitney Bowes EngageOne Video offering marries professionally scripted and presented video with advanced technology, multiple data sources, and either on-premise or cloud-based delivery to achieve real-time rendering based on user choices and responses during the presentation,” says Terry Frazier, Research Director of Document Solutions, IDC. “The end result is a powerful customer engagement vehicle with a strong value proposition.”
The technology helps telecommunications companies explain data and usage charges on billing statements; turns complicated insurance policies into interactive educational tutorials; and empowers financial service providers the ability to better understand and communicate investment options to clients. Each EngageOne Video acts as both a customer service and sales and marketing resource, while empowering viewers to create their own experiences through self-selection of topics and actions relevant to that individual’s needs. Available around the clock for the always-on customer, EngageOne Video is developed for the individual consumer and can be accessed through any device they choose.
Pitney Bowes reports that since the deployment of EngageOne Video, clients in the insurance, financial services and telecommunications sectors have seen significant results. Following an EngageOne Video viewing, customers have reported an increased understanding of a business’ services by up to 74 percent. Engagement times with customers through EngageOne Video average five minutes in length, and in some cases, customers have viewed the video for 40 or more minutes. Security First Insurance, a privately-owned insurance provider, even saw video view times double after implementing EngageOne Video. Currently, Pitney Bowes has over 200 clients in the pipeline to deploy EngageOne Video within their own customer networks.
EngageOne Video offers human-like communications that improve customer satisfaction, lower call center volumes, and deliver higher customer retention rates. With the ability to draw on individual consumer insights, EngageOne Video can present tailored information for new customer on-boarding or billing inquiries, as well as deliver up-sell and cross-sell opportunities specific to the account.
By fusing Big Data and predictive analytics with customer intelligence, EngageOne Video provides a significant customer service advantage over static videos. Organizations hoping to address specific questions can build in intelligence, and add prompts and content most relevant to the customer’s immediate situation. Added functionality, including comprehensive dashboards showing video performance and success metrics can also provide organizations with insights into common inquiries, helping inform future sales and marketing campaigns, while improving the overall customer experience.
“Customers are more powerful today than ever before, and their experiences matter more to a business’ success than any other strategic imperative,” said Greg Van den Heuvel, Senior Vice President of Customer Engagement Solutions, Pitney Bowes. “Customer communication today is powered by interactions in the physical and digital world. EngageOne Video serves the need for organizations to engage and interact with their customers at the intersection of those two worlds.”
About Pitney Bowes
Pitney Bowes is a global technology company offering innovative products and solutions that enable commerce in the areas of customer information management, location intelligence, customer engagement, shipping and mailing, and global ecommerce. More than 1.5 million clients in approximately 100 countries around the world rely on products, solutions and services from Pitney Bowes. For additional information, visit Pitney Bowes at www.pb.com.
Emily Simmons, 843-467-1071