Contact centre specialist Sabio has extended its network services portfolio with the addition of hosted SMS messaging capabilities.
With SMS proving an increasingly effective engagement channel for organisations of all sizes, Sabio will work with customers to not only support volume business messaging but also provide the essential services to ensure that both inbound and outbound SMS channels can operate successfully as part of an integrated customer journey.
"Context-aware SMS messaging can prove invaluable in delivering pro-active support for customers at key touch points in their engagement - saving them from having to contact organisations directly, and unlocking significant operational savings for businesses by deflecting demand from already busy contact centres," said Sabio Director Adam Faulkner.
Outbound interactions where SMS messaging can add value include customer confirmation messages, reservation reminders, dispatch alerts, delivery confirmations, delay alerts, or critical calls to action where service plan limits are about to be breached.
Inbound messaging can be used to gather customer feedback using SMS surveys, allow customers to change delivery times, communicate with staff if there have been changes in shifts, confirm patient appointments or resolve customer issues quickly and efficiently.
"Research shows that 90% of all text messages are read within three minutes of being received and, with 9 out of 10 people now carrying their mobile phones with them at all times, it's clear that SMS can be an effective channel for when organisations really need to reach out to their customers," added Faulkner.
"However SMS messaging works best as part of an integrated engagement strategy, particularly as the majority of customers are now using three or more channels to engage with organisations.
"That's why at Sabio we support our customers' outbound and inbound SMS messaging requirements with an in-depth services wrap that ranges from initial analysis exercises to identify specific instances of caller frustration, right through to integration with core customer engagement platforms."