SMS Chat

Real-time two-way conversations with customers that are quick and convenient

Empower your contact centre agents to provide customers with support and assistance using SMS. Manage multiple conversations across teams via our online portal and boost your contact centre efficiency.

Complaints handling

Complaints and support queries can be dealt with quickly via SMS Chat. If a customer has a complaint they can initiate a conversation by sending a simple text message rather than waiting on hold to speak to someone directly.

Depending on the message content, you can route the customers messages directly the most appropriate team.

With historical chats, your agents can quickly see a customer’s previous conversation and follow on from there while also providing your business with the power to make customer service improvements.


Payment Collections

Send payment reminders with the ability to follow up with an invitation to a payment portal or start a conversation using SMS.

Validate the customer’s identity and set up payment plans directly from their messaging application.

If required, a report with details of the conversation can also be supplied.

Claim management

As well as being able to supply your customer with periodic SMS updates about the status of their claims, SMS Chat provides a facility where they can ask additional questions without having to make a call.

After the identity of the claimant has been validated, the customer is free to ask any question to your agent.

Details of the conversation can then be saved, and delivered to you as a report.

Order alterations

Most customers are supplied with an order number after making a purchase. With SMS chat, a customer can make any alterations to an order using only SMS by using their order number for identification.

The customer can have their chat quickly directed to the most appropriate department enabling a smooth transaction.

A confirmation SMS is then sent to confirm the details of the revised order.

Appointment rescheduling

SMS appointment reminders undoubtedly improve attendance rates but with SMS chat customers can rearrange an appointment directly using SMS.

Appointments can be arranged as soon as the messages come in and with multiple conversation handling, chat agents can offer an availability as soon as one comes up. Whether it’s a repair callout or a doctors appointment, managing your appointments has never been easier.

So what are the benefits?

Added
convenience

Provide convenience to your customers at a time and place that suits them.

Gain more
feedback

SMS is available on every mobile phone, and doesn’t rely on web access, meaning more customer contact.

Reduce
costs

All you need to share with your customer is the link to your journey.

Better
engagement

Most consumers want to use SMS to speak with brands (bulldogreporter) meaning better customer experiences.

Record
conversations

Provide a better service by allowing agents to see previous conversations and respond more efficiently.

Save
time

Set up and use predefined message content, which allows your agents to respond more quickly.

Smartwheel are a telematics insurance provider, who were looking for an easy way to prompt their policy holders to top up their policy by adding additional mileage.

By engaging through SMS Chat, 25% of the recipients responded, and 29% of those went on to make payment, which far exceeded the results from previous email campaigns.

What can SMS Chat do for my business?

Here are the features which will help transform your business communications.

Intelligent
conversation routing

Dedicated virtual mobile numbers for each of your departments.

Versatile
messaging

Use predefined message templates and free type messages – or both!

Define your
business hours

Set up automatic message responses for when your business is closed.

Conversation
notifications

Be alerted to incoming messages without leaving the system you’re using.

Conversation
allocation

Automatically assign conversations to available agents.

Conversation
continuity

Allow customers to resume conversations with a specific agent, rather than the next available one.

Define
response times

Automatically re-assign conversations, after a defined time period has elapsed.

Conversation
history

Archive all conversations for full traceability

Access
control

Define roles, and set up your levels of user system access.

Conversation
closures

After a user defined period of inactivity, conversations will be automatically closed.

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