Don’t make your customers wait on holdEmpower your customers to access support without them having to call and wait on hold. Improve customer satisfaction by enabling them to create tickets and interact with you via SMS.
Resolve issues fasterSMS provides a direct, frictionless channel for engaging customer support. And, because recipients engage via SMS faster and at higher rates than any other messaging channel, your responses are seen and acted upon more quickly.
Support customers on the moveSMS makes sure that your customers can engage support directly, no matter where they are, even if they don’t have a mobile support app on their phone.
How customer support text messages work
Publish a number for SMS customer servicePublish a shortcode or virtual number for customer service. The number could be the same as your voice number for support.
Customers send support requestsYour customers send a text message with a brief description of their issue to your support number.
Create a service ticketYour application or bot creates a service ticket automatically using your customer service application.
Associate the customer’s number with the ticketYour application assigns an agent and links the customer’s phone number with the ticket. If the customer calls in, the customer service agent will have the context to hand.
Acknowledge your customer’s queryYour application acknowledges the inbound message by replying with a case number, a link to relevant self-help knowledge and an estimated response time from the assigned agent.