SMS For Customer Service

A dedicated customer service channel via SMS messaging, with real-time monitoring, analysis, workflow and full agent engagement

SMS For Customer Service

A dedicated customer service channel via SMS messaging, with real-time monitoring and engagement

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.

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.

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.

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.

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.

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.

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.

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 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.

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.

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.

Hear What Our Clients Are Saying...

Want to know more?

Get in touch to arrange a demo or enquire about a 30-day trial

Hear What Our Clients Are Saying...

Want to know more?

Get in touch to arrange a demo or enquire about a 30-day trial

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