Driving location-aware customer loyalty with Webex Teams collaboration tools and QWASI
Quick poll: When a customer walks into one of your locations, do they get a personalized welcome message? Are staff members alerted when the customer needs assistance? If you’re like most companies, the answer would be “no.”
But wouldn’t it be great if we could identify customers as they walk in and greet them digitally while arming staff members with the information they need to make better in-person connections?
Leveraging team collaboration tools to drive customer engagement
Now, with Cisco Webex Teams (team collaboration tools) and QWASI (a leader in customer communication and loyalty engagement), it’s easy to turn on intelligent customer communication that will enable your in-store teams to drive additional sales by engaging customers with more interactive, personalized shopping experiences. QWASI has integrated with the Webex Teams collaboration platform, utilizing the Cisco Webex APIs to transform into a hub to manage real-time, location intelligent, mobile customer communication.
Top brands trust QWASI to communicate with their customers via mobile text, the most effective engagement channel for real-time conversations. All messaging and customer engagement data is routed back to Webex Teams, team collaboration platform, creating a full audit trail of customer interactions from acquisition over WIFI with DNA Spaces to loyalty signup, custom welcome messages upon location entry, product engagement while in stores, offers redeemed, and rewards received. And now, QWASI has been added to the Cisco Global Price List to make it seamless for channel partners and customers to obtain their offer.
Integrating QWASI and Webex Teams collaboration tools
QWASI’s cloud-based platform seamlessly integrates legacy enterprise systems, aggregates information from multiple sources, and drives intelligent messaging with administrators and customers to optimize a customer’s experience. QWASI’s platform ingests data, federates that data against a database, and leverages an intelligent rules engine to build out automated communication workflows.
At the center of the application is a cloud-based federation backend that leverages a modern cloud architecture, making the platform scalable and resilient. All processing is stateless and balanced across multiple nodes throughout multiple data centers, allowing for dynamic scaling.
QWASI’s platform was built to be a highly configurable platform as opposed to a static product that focused on a specific UI. Everything in their platform is API driven which allows it to plug and play with other platforms easily to create new use cases and activate new solutions with low IT impact.
Let’s get a closer look…
How it works
When a customer/user walks into a location, Cisco Meraki wireless identifies the user and their location. This information is fed into the QWASI platform to record the customer’s visit and activate the intelligent rules engine. The intelligent rules engine determines the next best step for messaging the user – an offer for example.
Webex Teams is integrated into this workflow. The QWASI Webex Teams mobile SMS Text plugin allows communication between Webex Teams and SMS, enabling communications between client and customer which are both real-time and fully audited.
QWASI has also been an early adopter integrating with near field communication technology adding uses cases to how brick and mortar locations may want to integrate with their employees.
Over time, companies can build up a profile of their customers that helps customize a customer’s experience when they visit a location.
And, if necessary, QWASI allows a fully customizable utilization of all of these unique tools to facilitate cutting-edge solutions to customer interaction, marketing, and promotion.
The Cisco and QWASI partnership drives new value with a solution uniquely powered by the Webex for Developers experience. Building better customer experiences and increasing sales is now easier than you think by leveraging team collaboration tools with the intelligence of the QWASI platform.
Try Webex Teams for free to learn more about what team collaboration tools can do for you: www.webex.com/pricing/free-trial.html.
For any questions about QWASI or other Webex Ecosystem partners, reach out to [email protected]
Sep 16, 2021 — Aruna Ravichandran