What is Contact Query?
The Contact Query is a CRM tool that enhances customer interactions by routing conversations using conditional logic based on specific contact attributes. Whether it's a single attribute or a combination of multiple attributes, Contact Query helps ensure the right message reaches the customer. It can filter contacts based on contact groups, conversation status, or even specific contact fields like location or custom attributes. By setting these conditions, Contact Query guides SMS, WhatsApp and USSD chatbots to deliver the most relevant questions or information, tailoring the customer journey for a more personalised and efficient experience.
Here are possible business use cases for utilising the Contact Query feature across SMS, WhatsApp, and USSD:
Training Program Progress Tracking
Contact Query can be used to automate training programs on SMS and WhatsApp by tracking participant progress through conversation statuses. For instance, if a participant has completed "Lesson_1," the system automatically sends "Lesson_2." If they haven't completed "Lesson_1," it sends a reattempt prompt to ensure learning continuity. This drip campaign approach ensures participants progress at their own pace while receiving timely lessons.Customer Feedback Collection
With Contact Query, businesses can streamline customer feedback collection on WhatsApp and SMS by targeting users who have interacted with specific products or services. For instance, after a service interaction, a business can identify contacts whose feedback status is "Pending" and send reminders or follow-up surveys to gather insights, improving the overall feedback response rate.USSD Menu Customisation
On USSD, Contact Query can enhance user experience by customising menu options based on the user’s profile or recent activity. For example, a financial services company can provide a tailored menu showing loan repayment options to users with outstanding balances, while displaying savings plans to users without active loans, making interactions more relevant and efficient.Targeted Educational Surveys
Educational institutions can leverage Contact Query to run surveys on SMS and WhatsApp targeted at specific groups of students or teachers. For example, a school can identify students in a "Geography Class" group and send them surveys about a recent lesson. Similarly, it can target teachers in specific departments for curriculum feedback, ensuring the surveys are relevant and actionable.Customer Support Prioritisation
Contact Query can be used to prioritise customer support on WhatsApp and SMS by routing queries based on urgency or customer status. For example, high-priority customers flagged as "Premium" can be assigned to specialised support agents, while general inquiries are queued for standard responses. This ensures faster resolution for critical issues and optimised resource allocation.Targeted Product Upselling
Businesses can drive upselling campaigns by using Contact Query to identify customers who meet specific conditions. For instance, customers who purchased a basic subscription plan can be sent tailored SMS or WhatsApp offers for premium upgrades. Similarly, users who frequently interact with a specific product line can be targeted with complementary product recommendations, increasing upsell opportunities.Automated Health Check-Ins
Healthcare organisations can utilise Contact Query to send automated health check-ins or reminders via SMS or WhatsApp based on patient attributes. For instance, patients with a chronic condition, such as diabetes, can receive reminders for medication refills or routine check-ups, while those enrolled in a wellness programme can get personalised health tips.Membership Renewal Reminders
Organisations managing memberships can use Contact Query to automate renewal reminders. For example, customers whose membership expiration date is approaching can be identified and sent SMS or WhatsApp reminders. If the membership lapses, a follow-up message offering renewal incentives or benefits can be triggered, improving retention rates and ensuring seamless membership experiences.
Contact us at support@mteja.io with any questions you may have regarding the Contact Query feature.