Cox Communications, the largest private telecom company in the US with an annual revenue of $11 billion, stands at the forefront of innovation in digital communications.
Serving six million residential and commercial customers nationwide, Cox is dedicated to connecting people to the things they care about through its comprehensive suite of advanced digital video, internet, phone, and home security services.
To deliver consistent value and encourage mobile app engagement, Cox needed a solution to meet customers with relevant messaging in the precise moments they would find helpful.
MessageGears’ mobile capabilities stood out as the best solution for elevating engagement and boosting app feature adoption with perfect-time, perfect-place messaging.
220%lift
in DVR reminder usage thanks to the highly successful Game of Thrones campaign.
3.5xincrease
in paperless billing opt-ins, resulting in greater efficiency and long-term customer loyalty.
10%growth
in voicemail feature usage, enhancing the app experience and driving greater convenience for users.
5%engagement
on the “refer a friend” campaign, increasing Cox’s customer acquisition efforts.
The Challenge
Reacting to customers’ actions (and inactions) with 1:1 personalized messaging
With its sights set on fueling growth, Cox recognized the importance of fostering long-term connections with customers through meaningful 1:1 interactions.
Cox’s challenge lay in anticipating and responding to the needs of every customer accurately and in true, real time. This included identifying patterns of engagement and interpreting evolving requirements to deliver experiences that would increase app feature usage and customer satisfaction.
The Solution
Empowered by MessageGears’ robust mobile messaging capabilities, Cox Communications had all the tools it needed to revolutionize its customer engagement strategy by delivering real-time, relevant experiences at scale.
With MessageGears’ sophisticated triggering and advanced segmentation, Cox was now armed with the agility and precision needed to connect with millions of customers in moments that mattered most.
Cox launched a series of targeted campaigns designed to drive app feature adoption, enhance engagement, and foster stronger customer relationships.
- Paperless billing enrollment: Leveraging push notifications strategically timed during optimal periods of engagement, Cox promoted paperless billing options, resulting in a more streamlined billing process for both Cox and its customers.
- Voicemail feature reminder: Cox sent targeted push notifications to active app users missing out on the voicemail feature.
- Bill reminder alerts: Cox deployed push notifications to alert customers of upcoming bill due dates, helping them avoid late payments and mitigate potential service interruptions.
- Refer a friend incentive: Cox encouraged users to refer their friends in exchange for a discount on their bill. This push campaign incentivized existing customers to advocate for the brand and drove new customer acquisition through word-of-mouth referrals.
- Series premier announcement: Leveraging customer data insights, Cox targeted customers who had previously shown interest in Game of Thrones, for example, reminding fans about the next series premiere.
The Outcome
By leveraging targeted campaigns and personalized messaging, Cox successfully achieved the following outcomes:
Increase in opt-ins and engagement
- 3.5x increase in paperless billing opt-ins, resulting in greater speed and efficiency for customers and long-term loyalty.
- 5% engagement rate on the “refer a friend” campaign, increasing Cox’s customer acquisition efforts and solidifying its position in the market.
Boost in feature usage
- 10% increase in voicemail feature usage, enhancing the app experience and driving greater convenience for users.
- 220% increase in DVR reminder usage and a 90% increase in DVR recorder usage thanks to the highly successful Game of Thrones campaign. By capitalizing on the anticipation surrounding popular shows, Cox showcased the real-time value of its DVR experience to users, driving up daily and monthly active users.
Driving high-value interactions at scale
In an ongoing collaboration, MessageGears proudly stands as Cox’s trusted partner, continually delivering push and in-app messages that improve onboarding, engagement, and customer satisfaction.
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