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Example
You can provide your customers with a phone number and a messaging prompt using an SMS system. When a customer needs help, they submit a request using an SMS message.
Suppose that an SMS message for customer inquiries is as follows: Text HELP to 123456 to submit a service inquiry. When a customer sends HELP to 123456, the SMS system automatically creates a service ticket, after which the customer receives the following automated reply: Thanks for your inquiry! Your request number is 59104H. We’ll update you soon. For status updates or to ask a question, simply reply to this message.
Features
Some of the capabilities of the LiveVox SMS are:
- Campaign management: You can create and schedule SMS campaigns and obtain key metrics. In addition, you can create personalized messages for your customers by including customer attributes in the body of the messages.
- Two-way communication: Your agents can respond to incoming SMS messages from your customers through a unified Agent Desktop that includes a multi-channel inbox. To ensure effective service resolution, you can direct the SMS activities to specific agents based on the agent skills assigned on the LiveVox Portal. All SMS interactions are automatically linked to the customer's contact record.
- Personalized experience: SMS messages generate meaningful conversations and help create a personalized experience for your customers.
- Payment reminders: Automatic reminders by SMS can encourage your customers to pay their dues on time.
- Compliance: Before you can send an SMS message to a customer, you need their permission. The LiveVox Portal helps you maintain consent across the SMS channel in real time.
- Average handle time: SMS allows your agents to handle multiple interactions at once, increasing the chance of faster service times for your customers.
- Automation: You can optimize your SMS communication by creating your own bots.
Benefits
You can use the LiveVox SMS to:
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