DigiDesk Adds SMS Channel for Customer Service

DigiDesk Adds SMS Channel for Customer Service

SMS messages, more commonly known as text messages, are an effective way to take your customer service to a whole new level. Texts have a 99% open rate, with 95% read within the first 3 minutes from being sent.

What’s more, 89% of consumers would like to communicate with businesses via messaging, but only 48% of companies support this channel of communication. SMS is a channel you should be offering to your customers.

The DigiDesk platform has now launched a dedicated customer service channel for SMS messaging, with real-time monitoring, analysis, workflow and full agent engagement:

1. Real-Time Wallboards

Choose from a range of real-time widgets to track the volume of SMS messages, agent assignment & response times. Track sentiment scores, text analytics and key topics being discussed across your SMS channel.

2. Key Performance Indicators

Monitor a range of Key Performance Indicators (KPIs), to include total SMS messages, total assigned, total completed, and performance against a defined SLA… all broken down by individual agent.

3. Agent Workplace

Agents can review SMS message history, the customer record, wider conversation history and any notes attributed to the customer. SMS interactions can then be managed, tagged and completed.

4. Intelligent Distribution

Different SMS accounts (sales, support etc) can be routed to specific teams and agents with the highest skill setting. Agents can manage multiple SMS accounts and assign messages to different teams or agents.

5. Intelligent Workflow

Set up and manage ‘workflow’ to help identify key SMS messages, prioritise and assign to specific teams or agents. Workflow can also identify key words and phrases within SMS messages and trigger automated responses.

6. Audit Trail & Reports

A full audit trail of all customer SMS messages and agent responses is available, with a full set of agent and performance reports. All reports can be viewed online, as PDF, as CSV and can be set up as scheduled reports.

In short, SMS messaging is a powerful tool for offering proactive and responsive customer service. So, if you’re interested in a quick demo of our solution, please feel free to contact us here for more information.

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