Are your customers having the best possible SMS experience?

Posted by Natalie Davis on Mon, Oct 21, 2013 @ 09:10 AM

We all want to save time by using our mobile phones and texting allows us to do just that. Texting your family and friends is common but not very many of us have been able to use SMS as a way to get better customer service or to engage with the brands we love.

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Some companies use one-way or interactive texting to connect with their customers by sending automated messages but what happens when customers respond to a one-way text? What happens when a customer’s needs aren’t met by an automated conversation? When these problems arise, customers either aren’t responded to or they’re directed to contact someone for support, usually by calling in, using a Web chat or sending an email.

This isn’t just a problem for customers; this is a problem for companies as well. When customers are prompted to call a support number when they fall out of SMS automation, they’re using a communication channel that isn’t always preferred and this leads to unhappy customers. Companies also have to support their customers at a higher cost, due to agent resources and IVR phone minutes.

By allowing customers to use a preferred communication channel to meet their customer service needs, companies are making it convenient for customers to contact them and they’re creating an enjoyable customer experience.

West Notifications Group’s cutting-edge product, SMS Assistant, allows customers to have real conversations with customer service agents. SMS Assistant creates an engaging, convenient customer experience while cutting down on call center costs. This not only improves the efficiency of a call center but improves customers’ lives by allowing them to engage with the brands they love on their time.

SMS Assistant is an easy to use tool on a preferred channel that allows customers to have the best possible SMS experience with a company and customers are more likely to have their needs met because they’re having a personalized conversation, without using automated software.

SMS Assistant is a great tool, not only for customers but companies too. SMS Assistant allows agents to have multiple customer conversations at a time, which leads to lower costs and lower wait times. This product also seamlessly pulls messages into SMS Assistant when they fall out of SMS automation.

SMS Assistant provides customers with the service they desire on their channel of choice. It can also revolutionize the SMS experience businesses offer their customers.

To learn more about SMS Assistant, click here or give us a call at 877-369-1858. 

Tags: Engagement Opportunities, SMS, Convenient, Customer Satisfaction, Conversations