Conversational SMS
In some sectors, SMS is still the entry point to customer services. Allow your customers to engage in conversation with your company, by routing SMS messages to an agent.
With a 75% increase in interactions last year and a delay time of 4 minutes after reception, SMS is one of the most used and reactive channels for customers. Integrate this channel into your service and increase the efficiency of your contact center thanks to conversational SMS and notifications.
Send the right message, at the right time, and respond to immediate needs in customer service thanks to SMS from a single interface. Reach all your customer and prospect bases with the different use cases of SMS, even if they don‘t have access to the Internet, anywhere in the world.
In some sectors, SMS is still the entry point to customer services. Allow your customers to engage in conversation with your company, by routing SMS messages to an agent.
SMS is a privileged channel: with open rates reaching almost 100%, you’re almost certain to reach your target and get your message across. Notify in mass your customers of an event, inform them on a case-by-case basis of a delivery delay or redirect callers to this channel thanks to the full range of outbound SMS use cases.
With Hermes Digital Journey , you can send an SMS notification to your customer, with a link to a digital channel, to start processing their request until an advisor can take them on the phone.
Boost your outbound campaigns thanks to targeted SMS, by integrating your IVR into your industry applications. The Vocalcom omnichannel solution is fitted with a large range of CRM connectors that allow your agents to work from their CRM and understand customer history perfectly. They enjoy a 360° view of their final customers and a unified agent experience.
Vocalcom makes it easy to monitor your agent‘s performance and make decisions, thanks to easily accessible, customizable dashboards and reports. Quickly visualize the number of interactions processed, the number of interactions currently in the queue, the percentage of SMS received, processed or abandoned…
The omnichannel Vocalcom solution offers a 360° view to your customers on all channels, with a detailed history of each channel. In this manner, your agents can communicate via SMS with your customers without starting over at the first step and route these conversations to any other channel. Vocalcom SMS messaging offers features that facilitate the sending of SMS notifications and conversations, thanks to predefined templates, supported personalization, and powerful routing.
Route your SMS in pure simplicity: Vocalcom SMS messaging distributes received SMS to your agents, according to their skill set and/or availability.
Vocalcom omnichannel contact center software sends an automatic acknowledgement message. It also supports your agents conversations with personalized response assistance based on your market and needs.
Address all of your customers in the same manner, add written quality, and support your agents in the writing of SMS, especially by the management of a black list that itemizes—and blocks—unauthorized words.
Vocalcom can help you manage your customer relations with a list of users who should not be contacted. All registered users will no longer receive SMS notifications from you.
Prioritize deadlines by escalating unprocessed SMS messages to a priority queue, enabling you to respond to customer requests on time.
Be present where your customers are. The Vocalcom solution offers a large portfolio of social messaging applications, allowing your customers to contact you at any time, on the channel they prefer.
Increase the efficiency of your customer service and boost your outbound campaigns thanks to targeted and relevant emails. Vocalcom facilitates the management of your emails, by routing them in pull & push mode to the most competent agents available.
With our different chat, live, visual IVR or AI-powered chatbots, give your customers the possibility to contact you, even outside your service hours.
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