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Tuesday, 24 November 2020 12:54

Vonage wins deal with global manufacturer Fisher & Paykel

By
Sunny Rao, Vonage Senior Vice President and General Manager Asia Pacific region Sunny Rao, Vonage Senior Vice President and General Manager Asia Pacific region

Global cloud communications company Vonage has been chosen by appliances manufacturer Fisher & Paykel, to drive its customer service communications for customers in Australia, New Zealand, Singapore, the United Kingdom and the United States.

Under the deal Fisher & Paykel is using Vonage’s Messages API to provide instant maintenance support notifications via SMS and enhance post-sale services.

The Vonage Messages API embedded within Fisher & Paykel’s platform delivers automated and instant SMS confirmations and reminders on all technician appointments, including self-service links for customers to easily cancel or reschedule the appointment.

Fisher & Paykel also uses Vonage to send follow up messages for customer feedback once a job is completed to make ongoing service improvements.

Fisher & Paykel says digital customer experiences continue to play a huge role in engaging with and retaining customers, noting that according to EY, prioritising customers’ digital journeys and creating new ways to serve customers through virtualised services will help brands meet customer expectations post COVID-19.

“Today’s customers want to be responded to instantly. They want regular updates from businesses and, more importantly, a two-way communications channel that allows them to share their concerns and feedback quickly and easily,” said Fisher & Paykel Appliances EVP Marketing and Customer Experience, Rudi Khoury.

“With Vonage APIs we are able to communicate with customers promptly and create a unique experience giving them control at their fingertips. Vonage also helps Fisher & Paykel make the customer journey – from booking a technician and confirming the appointment to evaluating our service – a seamless process and closes any gaps in customer communications.”

“Delivering prompt customer service across multiple countries in a consistent manner can be a challenge. Businesses need a fast and efficient way to reach their customers no matter where they are in the world. Vonage APIs allow companies to instantly reach their customers through their preferred channels at reduced costs, enabling businesses to effectively communicate with their customers and create a better customer experience,” said Sunny Rao, Vonage Senior Vice President and General Manager for the Asia Pacific region.

Rao said that “with an ever-growing network of more than one million registered developers, the Vonage Communications Platform makes it easy for businesses to use APIs to disrupt their industries, and enable the type of business continuity, remote work, and remote delivery of services that is so essential in today's environment.”

“Vonage APIs allow developers to easily enhance and build innovative customer experiences directly into their existing applications and devices. The Vonage Communications Platform offers a full suite of programmable voice, video, messaging, and email services to forward-thinking businesses worldwide. Through its partners, Vonage’s platform is at the center of many notable transformational projects in the APAC region, and a de facto for startups.”


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Peter Dinham

Peter Dinham - an iTWire treasure is a mentor and coach who volunteers also a writer and much valued founding partner of iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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