Reduce call center cost and improve customer satisfaction by letting callers contact by text message
No more wait in queue for customers, let callers send text message to contact center and have agent either call back or text back the caller. Free up the agents, no-long wait in the queue, reduce center cost and improve customer satisfaction.
TXTImpact offers text messaging services for both in-bound and out-bound contact centers. Contact center, call centers, help desk, customer service can use our text messaging services to communicate via text message.
Text-to-Email and Email-to-Text are very popular solutions among our contact centers' client as it allows seemless and effortless integration with Contact centers softwares such as Avaya Aura Contact center, Remedy, etc. The text message sent fro customers or callers will be received as email via exchange or SMTP interface and the email response from agents translated into text messages to callers.
TxtImpact contact center mobile extention is a web based solution and doesn't require any software or module installation.
How it works?
TXTImpact assigns a dedicated phone number to client and map it to contact center support email. Customer sends a text message (sms) to the assigned number e.g text "I want to reschedule my carpet cleaning appointment, pls call me asap" send text to 17185099599. The message will be forwarded to your support center email address, which either handled manually or generate a automatic service request by help desk or service desk software.
What solutions is best for contact centers or service desks?
For service desks, help desks or contact centers, our industry leading Text message to email and vice versa solution works best along with mass text messaging services allow companies to connect with mobile users without having to change or implement new software or module on their end.