Upland’s Customer Experience Management (CXM) Cloud empowers organizations to deliver experiences people want and value. Our Upland CXM Cloud enables customers to capture actionable insights through outcome-driven conversations that are dynamic, personalized, and engaging. Our multichannel, real-time solutions span the entire customer journey and include email, SMS, MMS, RCS, wallet, push, and in-app.
Customer experience is more important than ever before, yet research indicates there is an expectation gap: 80% of CEOs believe they deliver a superior customer experience, while just 8% of consumers agree1. Upland CXM Cloud addresses this gap, allowing brands to achieve their customer experience goals. We help our customers move beyond personalization to delivering the next best action for their audiences through their preferred channels, at the right time in their customer journey. We help engage in two-way, genuine conversations, allowing customers to share what’s important to them, when and how they choose. We empower employees on the front line, who can make or break your customers’ experience. And finally, we enable you to take effective action to improve your customer experience – whether that’s launching a new campaign, resolving customer issues, rewarding advocates, or closing the loop at scale to build meaningful, engaging experiences your customers will love.
1Bain & Company
With over a 98% open rate for all text messages sent, it’s not a surprise that organizations have turned to mobile messaging as a channel to engage with their audience. Upland Mobile Messaging is the leading mobile messaging platform for launching MMS, SMS, and mobile wallet campaigns at scale.
Deep insights into consumer behavior help brands craft marketing campaigns that resonate with consumers. With Upland Localytics, organizations can move beyond basic user profile statistics to rich audience segmentation, behaviorally triggered push notifications and location-based messaging. With deep analytics and workflows to orchestrate intelligent, personalized campaigns for push, in-app, inbox, and remarketing, brands can deliver seamless, omni-channel engagement.
Reaching customers with relevant and engaging communications is key to gaining customer trust and building loyalty. Leveraging preferences, observed behavior, and known data to segment, create, and deliver relevant email campaigns creates a memorable “first person” experience. Upland CXM Cloud’s powerful email marketing solutions support advanced segmentation and targeting, and provides marketers with the tools and insights to develop effective email marketing campaigns and rewarding customer relationships.
Poor customer experience is the number one cause of customer defection, more so than product or price. Traditional surveys don’t capture the insight brands need. Using powerful natural language processing to measure user sentiment, Upland Rant & Rave allows organizations to capture the voice of their customers, in real time, to increase retention and drive loyalty with actionable insights.
Get the right answers to the right people at the right time. Upland CXM Cloud’s RightAnswers platform elevates the customer experience through every channel. Its KCS® v6 Verified enterprise-grade knowledge hub makes it easy for your IT help desk and customer service agents to create, maintain, and locate relevant information quickly so you can solve issues faster. Providing consistent answers and a single source of truth improves business efficiency, reduces customer effort, and makes your employees more productive.
Elevate contact center productivity while increasing customer loyalty and retention. Upland CXM Cloud’s Contact Center Productivity empowers agents with access to knowledge to engage with customers and convert more conversations into sales – all while capturing real-time feedback throughout the customer journey. Our solution integrates corporate telephony with customer relationship management for seamless communication; while enterprise knowledge management improves performance through knowledge consumption and sharing – creating a contact center agent experience focused on productivity.
Mobile messaging has become table stakes for retail marketing and business success. 54% of smartphone users have signed up for SMS notifications from a business, equal to email and more than social media likes/following. The Upland Mobile Messaging platform allows retailers the ability to send consumers highly personalized offers based on customer preferences and key CRM data points, such as nearest store location. Upland Mobile Messaging delivers the power to control recurring high-value interactions directly with customers.
Let’s face it, acquiring new users is expensive. So for retailers, a loyal customer base is everything. Using Upland Localytics for mobile apps and push notifications, retailers can translate that loyal customer base into sales. Our rich personalization capabilities and sophisticated workflows result in deep customer engagement. Localytics offers a variety of integrations and APIs enabling retailers to deliver a consistent experience to customers on every channel.
Retail is a fast-changing landscape and winning customer loyalty is harder than ever. Whether your customers are shopping online or in store, the Upland Rant & Rave platform gives them the opportunity to tell you about their experience. Those “silent shoppers” who leave without making a purchase can give feedback too with our always-on Listening Posts.
Mobile messaging campaigns are the most effective way for restaurants to communicate with customers and drive them in store. Whether you’re looking to promote highly personalized, time-sensitive offers, drive store traffic, promote new products, or gather customer data, Upland Mobile Messaging provides the tools and expertise restaurants need to convert one-time customers into lifetime patrons.
With Upland Mobile Messaging, you can reach viewers and listeners anywhere and communicate with them instantly. Text messaging offers a simple, accessible way for anyone to respond to your calls to action. Whether you want to send reminders for upcoming shows, receive real-time feedback on live events, or poll your audience, Upland Mobile Messaging has the tools and expertise to help you engage your audience and see immediate responses and results.
People access content on multiple devices. Once limited to paper periodicals, digital content is now as mobile as the consumers who access it. By providing support from OTT to mobile, Upland Localytics for mobile apps provides a complete view to user engagement allowing media providers to tailor content across platforms, improving user experience and driving loyalty.
Email offers a huge opportunity for the publishing industry where the need for timely, personalized content sits alongside multiple titles and complex automation programs. Pressure to be hyper-relevant requires an effective combination of the right data and the right technology. Upland’s Email Marketing delivers powerful, easy-to-use solutions, which can be customized and configured to your needs, while in-depth reporting provides actionable insights to drive deeper engagement and strengthen audience relationships.
Service providers have multiple touch points with customers, whether it’s in-store, online, or in-App. With Upland Localytics for mobile apps and push notifications, customer data from every interaction comes together, allowing providers to deliver unique offers and services, personalized to customer’s needs. Deep understanding of customer behavior leads to more contextual engagements, resulting in messages that resonate and increased retention.
Mobile campaigns are the most effective way to reach your supporters and motivate them to take action. With Upland Mobile Messaging, you can send informative text messages, direct phone calls, and set up mobile fundraising campaigns to educate your list and achieve your goals. Whether you’re growing your list or activating your supporters, Upland Mobile Messaging has the tools and expertise to help you engage your mobile users and see incredible results.
Text messaging is the most widely used form of communication across all demographics. This makes mobile messaging campaigns the most effective way to reach and inform everyone in your community. With Upland Mobile Messaging, you can send text messages to help connect underserved populations with vital resources, schedule appointments and alerts in real time, and keep citizens informed about local news.
Upland Mobile Messaging’s solutions for healthcare are tailored to help you achieve the outcomes you want. Whether you are looking to reach underserved populations, provide vital health resources, encourage behavior change, or improve medication adherence—text messaging has proven to be the most effective form of communication. With our HIPAA-compliant platform and knowledgeable mobile strategy team, Upland Mobile Messaging brings you all the expertise to launch a successful mobile health campaign and drive real results.
In a fast-paced industry like travel, leisure, and hospitality, every second of the customer experience counts. Whether they’re unhappy with the tidiness of their hotel room or they just want to let you know that their server was great, with Upland Rant & Rave, customers can share how they feel in the moment, giving you the opportunity to recover a situation while you have the chance.
It’s a transformational time for the financial services industry, with customers expecting the easy, dynamic, and customer-centric service offered by disruptive challenger brands. Although digital channels are taking precedence, it’s important that your in-store and contact center experience isn’t neglected. With Upland Rant & Rave’s multichannel approach, you can ensure you’re providing a consistently delightful experience to your customers no matter how they interact.
Water, gas, and electricity, although critical in everyday life, are not typically something customers think twice about—until there’s a problem. Issues in utilities can be highly sensitive, which is why they should always be handled right. With Upland Rant & Rave, you can capture customer feedback and turn it into insight you can act on in the moment and beyond.
Both companies felt it is in their mutual best interests to go back and remain partners; that for the growth of LeadLander and Upland, the independence of LeadLander would allow for more positive growth for both organizations. For more information about LeadLander, please visit the new site at leadlander.com
Contact us today to arrange a consultation to learn more about Upland’s Customer Experience Management Cloud.