Real Time, Centralized Dashboard Enables Brands To Drive Personalized Engagement With Users To Enhance Brand Relationship
London and New York, June 1st, 2016- Conversocial (@conversocial / www.conversocial.com) the leading social customer service engagement platform, announced today that it will be rolling out new SMS channel support to integrate alongside existing social customer service channels. Conversocial’s SMS connector will allow clients to apply the most advanced social customer service tactics to SMS, using the Conversocial platform and Channel API designed to accelerate further channel support. Combining the power of social and mobile channels together along with Facebook Messenger, Converoscial has live chat coverage for every mobile customer. Conversocial offers brands access to the most comprehensive strategy when resolving customer service queries.
Conversocial has partnered with Nexmo, the leading cloud communications platform company, to build the SMS gateway to simplify the SMS integration process for companies currently offering engagement over this channel. Additionally, companies already utilizing SMS as an engagement channel can now utilize a fully integrated system that includes SMS within their wider social engagement strategy. Currently, 40% of companies have seen a call deflection rate when pivoting customers to SMS, and 23% have plans to add it this year, resulting in more than 60% of all contact centers offering SMS support by the end of 2016.
“8.3 trillion text messages were sent last year worldwide with SMS holding a 98% open rate in the US alone. SMS is a valuable channel for any business striving to shift contact volumes into text based channels, enabling complete, real time, personal coverage for every customer,” said Joshua March, CEO of Conversocial. “As we see more and more channels join the ranks for an in-the- moment engagement experience, SMS will enable brands to take a step towards truly achieving a comprehensive personal connection with their customers in ways they’ve come to expect, conveniently, and securely. Customers are not who they used to be nor are they where they used to be, SMS integration is about engaging in the moment as a consumer experiences your brand. As customer expectations evolve, we are making sure that our clients stay ahead of the curve.”
Conversocial’s SMS channel with full two way conversational support meets compliance standards. With functionalities ranging from welcome text with opt out phrase personalized for each client, to data being preserved securely within Conversocial once a user chooses to opt out. Each functionality delivers Conversocial clients the peace of mind their data is protected and their users receive the one on one resolution they are looking for.
Conversocial’s full core workflow functionality is included for SMS channels as well as access to analytics and data export. Integrating SMS functionality will allow for inbound and outbound SMS messages as well as preset automated messages for users to access repeated commands such as ‘Stop’, ‘Help’ or ‘Menu’.
Nexmo enables applications and enterprises to communicate with their customers reliably and with ease, no matter where in the world they are located. High-volume communication companies such as Alibaba, and Viber send millions of messages per month using Nexmo APIs.
The SMS service engagements is currently available worldwide to Conversocial/Nexmo customers.
Conversocial (http://www.conversocial.com) is the leading social customer service platform enabling hundreds of global brands including Hyatt, Sprint, Tesco, Alaska Airlines to engage directly with their customers to drive real and lasting relationships. Customer engagement is increasingly seen as the most critical differentiating factor when choosing a product or service.Conversocial’s platform allows brands to ensure that they provide the most human, scalable and impactful engagement by maximizing social, messaging and mobile channels. Conversocial is the leading innovator in the sector having pioneered solutions on FB Messenger, YouTube, Twitter, Instagram and more through their close partnerships with leading social giants like Facebook, Twitter and Google.
Recent SMS statistics* show that:
- 79% of companies believe customers want SMS/text support
- 38% of contact centers currently offer SMS, and 23% have plans to add it in the next 12 months That means 61% of contact centers will offer SMS support in 2016
- 80% of people are currently using texting for business
- One in five consumers is just as likely to prefer a text message from a business to a phone call
- Over half of customers said they would be likely to text with a customer support agent. Similarly, 52 percent would prefer texting customer support over their current preferred form of communication
* Source: One Reach