In today's customer-driven world, businesses face a crucial challenge: engaging effectively across multiple channels like social media, chatbots, email, and more. Failing to deliver a consistent and seamless experience across channels means potential loss of customers.
That’s where the significance of a fast, reliable, and timely communication notification system becomes crucial. This is especially true when you want to send reminder messages for upcoming events, order confirmation emails, or payment alerts.
This post will dive deeper into understanding the hurdles of building and managing notification infrastructure and explore the most effective way to crack this code.
Why Managing Notifications Matters in Customer Engagement?
Nowadays, customers expect to receive real-time, personalized messages. This means omnichannel customer engagement strategy is more critical than ever.
✔️A Salesforce Report indicates that 89% of customers are more likely to do business with companies that offer personalized omnichannel notifications.
✔️Another research report by Think With Google pointed out that omnichannel customer engagement drives 80% more store visits.
These numbers clearly indicate that a majority of customers wish to communicate across multiple touchpoints. Whether providing order confirmation, authentication, sending reminders, or authorization, notifications have become the backbone of managing omnichannel customer communication. They keep customers informed and engaged and alleviate potential frustrations while fostering loyalty.
What Makes Building and Managing Notifications Hard?
Though creating a notification system seems straightforward, the reality is quite the opposite. When engineering teams try to build, they often end up making a suboptimal notification system, lacking essential features, functionalities, flexibility, and scalability. It fails to cater to the modern-day customer demands of omnichannel engagement. However, by the time they realized their limitations, the business had already invested significant time and resources.
Here are a few things that make building and managing a notification system difficult.
Refining the logic, flow, optimizing legacy code and content demand considerable time and effort. It often involves frequent iterations and sprints.
Moreover, the increasing number of communication channels adds complexity to the process. It requires developers to understand and implement the unique configuration of each communication provider and then integrate it from the ground up. Fyno addresses this problem by offering a single universal API, empowering developers to integrate multiple providers' APIs with a single click. It makes the task much more manageable and efficient.
The product team’s scope is often initially ambiguous, resulting in continuously evolving requirements. For example, they might begin with a need for email notifications, but over time, additional communication channels like WhatsApp, SMS, In-App, or Chat may become necessary. Furthermore, there could be future demands for reporting and analytics capabilities. Accurately predicting these evolving requirements is challenging.
Maintaining notification infrastructure
Development teams frequently revisit live code for multiple reasons, like,
- updating legacy code,
- refining logic for performance optimization or
- addressing unforeseen issues.
Managing these tasks can be time-consuming for engineering teams as it requires understanding each channel’s unique requirements.
Lack of expertise
Developing a communication notification system demands expertise in multiple areas, including software development, data analysis, infrastructure management, and testing management. This proficiency can be challenging to acquire, especially for product companies, whose primary focus does not encompass notification system development.
As businesses grow, their product-related requirements evolve. They must ensure their notification infrastructure is robust and adaptable enough to accommodate the growing demands. However, this is easier said than done.
Some of the practical challenges that may arise when scaling up notification infrastructure are:
Prioritizing communication: Not all communications carry the same level of urgency. Businesses often require the ability to prioritize immediate delivery notifications over low-priority notifications to optimize infrastructure costs.
API integration: Integrating each notification API across various service providers and channels is complex and time-consuming.
Tracking notification failures: In case of delays or failure of notification delivery, there is no system to track delays and notification failures. In many instances, development teams may not have visibility into the notification failure rate.
Delay in notification delivery: Late delivery of notifications can result in a loss of context and leave a poor impression. Imagine getting a payment withdrawal notification 48 hours after the transaction.
How Fyno Makes It All Simple?
Building a notification infrastructure by a product team may not be worth pursuing for obvious reasons. They should focus on their core task. However, a third-party notification infrastructure solution like Fyno can resolve your challenges in building a complete notification infrastructure system without involving engineering teams.
Here’s what Fyno offers,
Extensive integration options
With Fyno, you can seamlessly integrate with 40+ communication services providers (CSPs) and 6+ communication channels, including Email, SMS, Chat, WhatsApp, In-app and Push. This ensures easy connection with any provider or channel at any time. You can go live instantly with no engineering effort.
Zero engineering team involvement
Fyno’s no-code visual builder provides DIY flexibility for every process stage - from integration, routing to template management and automation to trigger events. Just a few clicks, drags, drops, and that’s all.
Advanced workflow builder to automate pipeline
You can trigger notifications without writing a single line of code. You can create flows in just a few minutes by configuring multiple notifications for a single trigger or two-way interactive workflow.
Powerful analytics and logs
With Fyno's unified analytics dashboard and logs, you can easily track and measure your customer notifications on a single dashboard. This empowers you to evaluate various channels' volume, efficacy, and engagement levels, deriving actionable insights and facilitating troubleshooting.
Fyno consolidates logs from all your channels and vendors, making it easier for you to track all your clients from a single dashboard. Furthermore, you can access actionable channel and segment-level insights, message types, open rates, and more with an easy-to-use all-in-one analytics dashboard.
Seamless, effortless template management
Fyno boasts an impressive no-code template designer that makes modifying message content and design for any notification almost effortless.
Whether it’s a notification for reminders, verification, delivery confirmation, or live order tracking, you can easily achieve these objectives with Fyno’s no-code, drag-and-drop interface.
Fyno's highly intuitive interface makes crafting messages a breeze. You no longer have to worry about template breaking or code redeployment. This allows you to simplify personalization and take it to the next level.
Extensive use cases
Let’s understand this with a use case:when onboarding customers in a fintech company, Fyno can help you fully automate communication pipelines for critical customer journeys. From KYC completion to approvals, you can achieve your goal without involving the development team. Additionally, it helps you to reduce funnel drop-offs.
Apart from being GDPR and HIPAA compliant, Fyno allows to encrypt/hash all business-critical data, such as mobile numbers, email, age, gender, or other information. This makes it a perfect choice for data-sensitive industries like healthcare and BFSI.
Additionally, it enables you to create cohorts/segments directly from the database so that you never have to worry about control and security.
Tracking ROI of multiple communication channels
By leveraging Fyno’s unified analytics and logs, you can find the optimal and most successful channel. So, you can stop sending notifications via expensive channels to reduce overall communication costs.