Customers can send and receive text messages to and from the business. This channel allows customers to
communicate with the contact center via short message service (SMS) text messages, which can be convenient for quick
inquiries, updates, or notifications. In an omnichannel contact center,
SMS is one of the many channels available to customers, alongside voice, email, chat, social media, and more.
SMS allows for two-way communication between customers and the contact center, enabling customers to both send and receive text messages. This feature makes it easy for customers to ask questions, request information, and receive updates or notifications directly to their mobile phones.
SMS systems can be set up to send automated responses to common inquiries, providing instant feedback to customers. This can help to resolve simple issues quickly and efficiently, reducing the need for customers to call or wait for an agent.
SMS systems can be programmed to recognize specific keywords in incoming messages, triggering automated actions or routing messages to the appropriate department or agent. This feature streamlines the process of managing SMS interactions and ensures that customers receive relevant and timely responses.
SMS can be integrated with other communication channels, allowing agents to manage SMS interactions alongside voice, email, chat, and social media inquiries. This feature provides a comprehensive view of customer interactions and ensures a consistent experience across all channels.
A detailed SMS Status report is provided to help businesses target the right clients for the most effective marketing and obtain the best results.
SMS-based call centres can efficiently and quickly provide information, updates, or notifications to a broad audience. This is especially helpful for companies who have to send out time-sensitive alerts, like reminders for appointments, delivery updates, or emergency alerts.
