The Trusted Communication Dilemma

Some views on the issue of communication between companies and their customers

Relationships between a company and its customers have been the target market for CRM (Customer Relationship Management) tools for decades. These tools focus on bringing customer data together to allow the company to reach out and identify new sales opportunities, as well as better service the existing ones.

The problem with these CRM tools, as powerful as they are, is that they work on the assumption that most, if not all, communications by the company are trusted and therefore will be read or actioned by the customer. This is plainly untrue in the digital world, which is rife with spam, phishing, and malware. Customers have learned the hard way that they must be suspicious of any communication by mail, SMS, phone, email, or even someone calling in person.

So as we continue to accelerate into this new digital world, the dilemma for most companies is not KYC (Know Your Customer) but does your customer know and trust you. The key to any successful relationship is trust and this has been severely eroded over the past decade with the proliferation of cybercrime.

How many times have we received calls, SMS, emails, etc whether solicited or unsolicited, where we were suspicious enough to delay or prevent legitimate communication from taking place? We have all had that call from someone claiming to be from the bank, delivery company, or just a local business, where they could or would not provide proof of identity before they asked us for personal data. How can a company in the 21st century expect to do business and provide an outstanding level of service, when the customer won’t even engage or where their level of suspicion prevents any serious consideration of the service offer? The lack of a trusted digital relationship is costing companies directly in terms of customer loyalty and ultimately affecting the bottom line.

What is required to solve this dilemma, is trust in both directions, without the need for either party to go through a laborious process of identification. With the assumption that most companies have some form of CRM and existing KYC systems in place, what is missing is a mechanism to allow almost instant trusted engagement by the customer. Imagine where campaign attach rates skyrocketed, where customers actually answered your calls, or where your brand is associated with trust. With Trust Alice, these can all be achieved with some simple integration into your existing systems and processes.

Trust Alice is a customer-centric mobile app for both Apple and Android, which provides the customer with a trusted notification before the company reaches out to them. No customer data is shared with the company, in that the company must already have the customer’s mobile number before reaching out using Trust Alice. We take data security very seriously and ensure all communications and data are protected using the latest security solutions.

If you would like to learn more please contact us at info@trustalice.com or visit our website https://trustalice.com