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SMS Customer Service

SMS Customer Service

This Dedicated SMS Customer Service Channel forms part of our class-leading cloud contact centre solution.

This Dedicated SMS Customer Service Channel forms part of our class-leading cloud contact centre solution.

Analysis & Insight

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.

Real-Time KPIs

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.

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 marked as completed.

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.

Powerful Workflow

Enhance SMS customer service with ‘workflow’ to identify key messages, before prioritising & assigning to teams or agents. Workflow can also identify key words / phrases within SMS messages to trigger auto-responses.

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.

Analysis & Insight

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.

Real-Time KPIs

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.

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 marked as completed.

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.

Powerful Workflow

Enhance SMS customer service with ‘workflow’ to identify key messages, before prioritising & assigning to teams or agents. Workflow can also identify key words / phrases within SMS messages to trigger auto-responses.

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.

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Start A Conversation That Matters

Book your 30 minute tour of DigiDesk, today

Review Monitoring, Analysis & Engagement

Online Review Management forms part of our integrated range of digital solutions, designed to expand and enhance the flexibility and effectiveness of our cloud contact centre. DigiDesk enables you to monitor and analyse reviews from a range of review sites, such as, Trustpilot. Track customer reviews in real-time, with advanced text analytics and sentiment analysis. Use powerful workflow to identify key reviews, assign to specific teams or agents and respond effectively through our Agent Workplace. Track individual agent response times and access a full audit trail of all customer reviews and agent replies.

A visual example of DigiDesk's Analysis view, showcasing online reputation management in Daybreak skin

Review Monitoring, Analysis & Engagement

Online Review Management forms part of our integrated range of digital solutions, designed to expand and enhance the flexibility and effectiveness of our cloud contact centre. DigiDesk enables you to monitor and analyse reviews from a range of review sites, such as, Trustpilot. Track customer reviews in real-time, with advanced text analytics and sentiment analysis. Use powerful workflow to identify key reviews, assign to specific teams or agents and respond effectively through our Agent Workplace. Track individual agent response times and access a full audit trail of all customer reviews and agent replies.

A visual example of DigiDesk's Analysis view, showcasing online reputation management in Daybreak skin

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DigiDesk green logo

DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.

DigiDesk green logo

DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.

DigiDesk green logo

DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.