Communication between brands and their customers is moving towards private, one-to-one channels where stronger customer relationships are established. This “anti-social” social shift is making SMS one of the most viable channels for the empowered customer, who is armed with information, choice and a platform to have their voice heard.
The private, social revolution has forced this vested mobile channel to catch up to the social, mobile customer.
Fashioning together the principles of Social engagement and traditional service channels, Conversocial helps companies seamlessly manage SMS at the speed of digital.
Built-in compliance layer Customers are automatically provided the option to opt-out of SMS communications, adhering to regulatory ‘Do Not Call’ requirements.
Configurable autoresponders Ensure your customer’s first SMS interaction with your brand is helpful with a customizable welcome messages that provides further information and menu options.
Conversation threading Agents deliver service as natural as texting friends with contextual threads that include conversation history, internal notes and a clear back-and-forth design.
Track ‘true resolution’ Manage the end-to-end process of customer resolution with a case-inspired system that tracks internal collaboration, response status, issue types and resolution outcomes.
Insightful reporting Powerful analytics to monitor response time, resolution rates, sentiment conversion and important performance KPIs.