Channels

SMS Customer Service

Expand your social customer service with 2-way SMS, one of the most popular and ubiquitous communication channels.

Turn the oldest messaging channel from a pure notification to an interactive service channel

90% of SMS text messages are read within 3 minutes by the intended recipient — making it an ideal medium to provide personalized service that customers can respond to at their leisure.

SMS is highly intuitive for all customer demographics, does not require customer “training”, and their message history is retained forever on the customer’s smartphone — and the Sparkcentral platform for an improved agent workflow.

Sparkcentral customers are seeing call deflection rates anywhere from 5-15% in their early days of launch, and they’ve seen pent-up customer demand as messaging volumes have spiked with literally no advertising or awareness campaigns.

What SMS can do for your customer service

Some common use cases for 2-way SMS

Simple outbound notifications:

  • Payment reminders
  • Appointment reminders
  • Order or booking confirmations
  • Receipts
  • Delivery notifications
  • Two-factor authentication
  • … and more
SMS_Screenshot2

Interactive customer service and support:

  • Billing inquiries
  • Product questions
  • Technical issues
  • Engagement with personal advisors
  • Scheduling and rescheduling of appointments
  • Shipping and returns
  • Customer onboarding activities
  • … and more

Deflect calls from your call center

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.

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Business value propositions

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.

 

Hear our CEO talk about brand loyalty

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.

It’s easy to get started with SMS customer service,
powered by Asynchronous Messaging


Sign up for a demo

Just fill out our Contact form and we’ll quickly be in touch to show you a demo and answer your questions.


Discover the possibilities

During a discovery session, our experts will work with you to identify the right
pilot application.


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.