Text Messaging for Call Centres
Be available on the channel your customers want, while cutting down on lengthy phone conversations - your support staff will love you.
Get Sending For Free2022
Best Value SMS Gateway on SMS Comparison
Call Centre Communications Reimagined
There is little that consumers find more frustrating than sitting on the phone in a queue for call centre service. Likewise, there is little that is more frustrating for call centre staff than dealing with said consumers who, after holding the line, are themselves impatient or even angry. SMS call centre solutions offer an answer to assist both entities – consumer and call centre service provider.
Using an SMS messaging service can effectively improve operational efficiencies and reduce administration costs at the same time. It is a proactive, positive step for call centre operators to take to interact with consumers while reducing the demand for voice calling. Service enquiries can then be managed more efficiently.
How to Use SMS for Call Centres
SMS call centre solutions as offered by ClickSend are suitable for use in a multitude of different industries.
They are invaluable in a number of ways:
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Improve customer service via convenience and welcome messages
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Send courtesy messages to consumers
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Thank customers for recent purchases or bookings
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Invite customer feedback on product or service delivered
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Communicate with consumers in the most unobtrusive way
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Send alerts for stock or account updates
Text messages have excellent read and response rates; in fact, 98% of text messages get read and 90% within three minutes of being received. Just try getting that kind of response with email!
You can also integrate your customer support chat to send text messages based on when a conversation is closed.
Some Favourite SMS Templates for Call Centres
Get to customers faster and diffuse customer complaints deftly with text messages. To get you started, here are some templates that our customers love.
Out of Hours Response Text Message
Customer Centre Call Updates by SMS
Customer Support Call Summary SMS
Customer Support Satisfaction SMS Followup
Customer Support Satisfaction SMS Followup
Not only can you manage customer relationships with text messaging, use SMS to keep your staff in the loop when things change, or for recurring communications like rostering and people management.
Internal Rostering Text Message
Internal Professional Development Opportunity
Manage All Your Customer Support Communications Through ClickSend
With ClickSend, not only are you getting the best value SMS gateway (as voted on SMS Comparison), you get access to the full communications suite.
Follow up your customer support chats with an automated email transcript of the conversation, so should your customers need to double check the information you provided, they can self-serve rather than have to start another conversation.
Have customers who still use fax? No need to worry about fax upkeep, just drag and drop your documents in our dashboard and have them arrive to your client's fax machine.
Need to send tax invoices or official documents in the mail? Have letters printed and mailed at the click of a button, or integrate your applications with ClickSend to automate them. Your document will be printed, folded, placed in an envelope and posted straight to their physical mailbox.
Let's Get Started with Customer Care Text Messaging
Find out more about how ClickSend can help automate your call centre for better operation and enhanced consumer satisfaction - sign up for your free trial or get in touch with us today.