Message Systems Introduces the Customer Conversation Hub

Social networking giant XING and US Airways among enterprises utilizing intelligent cross-channel messaging solution to foster more conversational customer interactions and improve engagement

COLUMBIA, Md.--(BUSINESS WIRE)--Message Systems today announced the debut of the Customer Conversation Hub, a packaged on-premise software solution that enables enterprises to manage all their customer messaging operations from a single point of control. A key challenge for growing numbers of enterprises is that customers today rely on smartphones, social media and emerging messaging channels for everyday communication. Businesses face difficulties connecting with these newly empowered customers because most still regard customer communications in terms of one-way, email-based marketing tactics. The result for many companies is declining engagement, lower retention rates and lost revenue. The Customer Conversation Hub addresses these challenges, enabling even large enterprises to carry on interactive dialogue with their customers across the full range of messaging formats: email, text and more. With the Customer Conversation Hub in place, companies gain the ability to orchestrate customer communications based on real-time insight, so they can engage customers more effectively than ever before, boost customer loyalty and drive greater revenues.

“The Customer Conversation Hub is the fullest realization of our vision for using intelligent digital messaging to drive more effective customer engagement, higher revenue and greater business value”

“The Customer Conversation Hub is the fullest realization of our vision for using intelligent digital messaging to drive more effective customer engagement, higher revenue and greater business value,” said George Schlossnagle, president and CEO of Message Systems. “We’re already seeing Message Systems clients using the Customer Conversation Hub to boost engagement and drive increased revenue by conducting two-way interactions informed by real-time data. With the ability to carry on customer conversations that cut across message formats and organizational divides, businesses can significantly improve customer satisfaction and loyalty to cement more beneficial relationships. Wherever the business-to-consumer conversation can benefit from more immediacy, greater relevance and sharper insight, the Customer Conversation Hub can provide measureable value in addressing many of today’s most pressing customer communication challenges.”

Building on Message Systems’ industry-leading digital messaging technology, the Customer Conversation Hub brings together all the capabilities needed to initiate and sustain the kinds of real-time, conversation-style interactions that customers increasingly demand in today’s communication environment. As a packaged solution, the Customer Conversation Hub offers convenience and a comprehensive set of benefits for companies that don’t require the advanced development capabilities of our Momentum platform. The solution provides functionality for message creation and origination, message stream insight and results reporting, and a powerful policy engine for rules-based management of messages to support event-triggered, real-time and customer preference-driven interactions. Additionally, the Customer Conversation Hub supports cross-channel message delivery and content transformation, and is designed to maintain a safe, secure messaging environment compliant with the DMARC standards.

With this set of features and capabilities, the Customer Conversation Hub serves as a single point of control for all customer messaging operations. Organizations can tap any data source to gain customer insight and inform more contextually rich interactions that play out according to your customer’s preferences. With the ability to orchestrate the behavior of your messaging based on real-time and historical information, the opportunities to create valuable new customer communication processes and revenue streams are endless. Equally as important, the feedback received from sending all messages through a single solution brings real-time refinement of marketing intelligence that drives more revenue and greater brand loyalty over time. Message Systems has announced that several of its clients have implemented the Customer Conversation Hub, including US Airways and XING, the Germany-based social network for business professionals.

“While many enterprises still view customer communication largely in terms of one-way mass email marketing, consumers prefer two-way dialogue based on a set of characteristics that foster conversation,” said Holger Bürger, director of site operations at XING. “What we’re seeing with the Message Systems Customer Conversation Hub is an innovative response to the new customer communications landscape. Engagement today is largely dependent on immediacy, individualized content and two-way capabilities in every message format. Also key is the ability of the business to maintain a coherent dialogue with the customer as the conversation moves from one part of the organization, marketing for instance, to another, such as customer care or the service organization. The kind of customer-focused integrated messaging capability provided by the Customer Conversation Hub represents a real advance in customer engagement technology, and will certainly help XING to connect more effectively with our highly mobile, smartphone-equipped members.”

For more information on the Customer Conversation Hub, please visit the Message Systems website, or call: 877.887.3031.

About Message Systems

Message Systems solutions power many of the world’s largest, most complex email, text and cross-channel messaging operations. Our solutions enable companies to integrate messaging with any number of data sources and applications in order to orchestrate real-time two-way customer interactions through any messaging stream. The result is more effective customer communication that boosts engagement, drives down costs, increases revenue and builds closer relationships. Founded in 1997, Message Systems is headquartered in Columbia, Maryland, and maintains offices around the globe. World-class brands that rely on Message Systems solutions include Facebook, US Airways, PayPal, Match.com, Angie’s List, Yesmail and many Fortune 500 leaders in banking, consumer technology and telecommunications. For more information, go to http://www.messagesystems.com or call 877.887.3031.