When was the last time you expected the bank to pick up within the first three rings? Or that the courier would call ahead, not while you were washing your hair and didn't hear the call? Or perhaps you remembered the confirmation code that somehow never arrived?
These days, we seem to be surrounded by technology, but a sense of care in services is still rare. Meanwhile, all we want as customers is for the information we need to receive quickly, at the right time, and without being tedious. It's great when everything runs like clockwork in this regard.
Is a call-free support service even possible?
Yes. And even more—it's become commonplace. We've simply gotten used to it. For example:
- You receive a notification that your order has been delivered to the courier, and you can track it using the link;
- the bank's app sends you a push notification: “transfer to card received”;
- the pharmacy chain reminds you that it’s time to pick up your order;
- The clinic duplicates the appointment date on WhatsApp instead of calling during the day.
Behind all these “taken for granted” messages lies a complex system that achieves one goal: to reach you as conveniently and without irritation as possible . Some people prefer instant messaging, some email, and still others the familiar SMS.
To avoid guessing and instead hit the mark, you need a platform that can communicate with clients across all channels . Edna provides just that.
Why is “fewer calls” more than just a trend?
Let's be honest. We don't like it when people call us. Especially without warning. Especially from unfamiliar numbers. Especially during work hours.
Texting is winning over calls not because technology has supplanted voice, but because attention has become scarce . We want to choose when to respond. Read when it's convenient. Store information if we need to return to it later. And in this sense, messaging wins—for both companies and individuals.
edna creates an infrastructure that allows businesses to engage with clients without pressure or fuss , yet still remain connected.
Where should I write if everyone has their own channel?
Some use Telegram. Some use WhatsApp. Some only use email, and some only read SMS. Businesses need to be everywhere, but without duplicating messages , annoying, or confusing.
That's what omnichannel communication is for. Just don't let that word scare you. It simply means you receive your message wherever you are. And the company sees your entire conversation in a single window, even if it's spread out over a week and sent through three different apps.
edna builds such systems. Unobtrusively, in the background. The client doesn't notice the complex platform at work under the hood—everything just arrives on time, clearly, without any repetition or “hello, who are you?”
Not just bots
For many, the word “automation” conjures up images of robots politely but unhelpfully responding, “We'll forward your request to a specialist.” But that's not what edna is about.
They help companies build communication chains where a live person appears at the right stage. Or a message is sent only when it's really needed. Or a follow-up isn't sent if the customer has already responded.
The point here isn't to replace people, but to free them (both clients and employees) from meaningless repetition . Fewer templates means more meaning.
Why do I need this if I'm just buying pizza?
Because you want to know when it's arriving. Because it's convenient for you to receive a receipt via messenger rather than searching for it in a paper bag. Because next time, you'll appreciate that the delivery was on time and no one called a hundred times to confirm the address.
This is the “digital service” that goes unnoticed until it disappears. When it works, everything is smooth. When it doesn't, you call support, wait on hold, and think, “Why couldn't you just write?”
But such solutions require significant infrastructure. And yet, such a service does exist. It's called edna (yes, they use lowercase letters).
Here's what the service does:
- helps companies set up communication with customers through messages , not just calls;
- ensures delivery of notifications through any channels – instant messengers, email, push, SMS;
- unites all the dialogues into a single story so that the essence is not lost;
- makes sure that messages arrive on time and only on the topic ;
- gives businesses a tool for care—not pompous, but technological and effective.
To sum it up
We don't read press releases. We don't want to be called. And we certainly don't like it when the same thing is repeated in three different places.
We just want the information we need when we need it. No spam. No pretentiousness. To the point. And in the format we find convenient. So that we don't get interrupted—and yet are there when it matters most. And today, that's possible.
