SMS Customer Service
Expand your social customer service with 2-way SMS, one of the most popular and ubiquitous communication channels.
SMS Customer Service can be used to significantly lower contact center costs while improving customer experience.
Deflect inbound calls by offering customers the ability to text you. You can even greet callers with this option within your IVR. Customers receive a push notification to begin the interaction and always have the option to receive a callback if they change their minds.
What will the introduction of 2-way SMS do for your business?
Reduce customer service cost
Lower cost significantly: up to 45% compared to voice or email, and up to 25% compared to traditional live chat. Greet your callers with the option to engage over SMS instead of calling, through proactive Call-to-Messaging Deflection.
Improve customer experience
Customers love the simplicity of messaging over a familiar channel such as SMS. Asynchronous messaging means no waiting on hold, no getting disconnected, no waiting for the agent to find an answer to a customer question.
Increase customer loyalty
Loyalty should be about you being loyal to them: by being where they are. Serving customers on SMS will make them come back, stay, and tell others.
Improve agent satisfaction
Agents love to use the channels they are familiar with from their personal life. Digital or “written” agents show higher job satisfaction than phone agents.
Sign up for a demo
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Discover the possibilities
During a discovery session, our experts will work with you to identify the right
Operationalize your plan
Our onboarding process includes everything from agent skills to staffing to setting KPIs. You can be up and running in just a few weeks.
Launch your pilot
Watch customer satisfaction and loyalty improve, agent productivity rise, and customer service costs decrease.