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Live Operators Use SMS to Send Messages by Andy Gross
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Live Operators Use SMS to Send Messages |
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Business
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Short messaging service (SMS) is a simple protocol and collection of supporting servers and hardware that make text messaging possible. SMS allows a message of up to 160 characters to be sent to a mobile device. This can be done from another mobile device, an application or an online service capable of interfacing with a short messaging center (SMC). In some instances, call centers agents are starting to send SMS messages to customers instead of making a voice call. This benefits businesses in a number of ways. Contact Customers Anywhere
A major benefit is that SMS messages can be received by a customer in any location where the cell phone or mobile device has service. Calls from a traditional operator are normally made to a home phone that is unattended while the customer is out. Using SMS makes it possible to send updates about backorders, new client messages or shipping information even when the customer is on vacation or not at home. Additionally, the message is received almost instantly making it a more effective way to communicate important information. Non-Intrusive Communication A phone answering service with questions or updates must normally call a customer at home. Unexpected calls can aggravate some people even if the call is relevant. Sending messages through SMS is a non-intrusive form of communication. The message does not interrupt work or other activities. It does not require immediate attention like a ringing phone. A busy customer can simply ignore the message until later. This creates a more positive interaction with busy customers. Customer Documentation SMS messages are stored on the receiving phone or device until they are deleted. This means customers are left with the messages as documentation of the information, update or interaction. This is not normally possible through voice calls. Call centers do not usually release recorded calls to customers if there is some dispute about a previous communication. The extra customer documentation of the communication can reduce customer service calls. Lower Handle Times Live operators work hard to keep handle times low, so that every customer reaches an agent quickly. Sending an SMS message takes far less time than placing a live call. It also keeps the phone lines open for customers who need a live agent. A single agent can handle several messages without increasing call queues or decreasing service levels. This allows more customers to receive important information when it is needed. Consistent Branding A phone answering service can attempt to match the voice and brand of a business. The individual operators might not always relay the brand successfully. Sending premade text messages through SMS will preserve the brand of the company, and the text will not relay unwanted messaging. Businesses can create SMS messages that reflect the spirit of the brand and become familiar to customers over time. Lower Costs The cost of live operators can be calculated in a number of ways. Most voice interactions with customers take at least a few minutes. Sending messages through SMS can be done between calls or even while on the phone with a customer who is requesting information like a tracking or account number. The cost of sending SMS messages is less than making individual calls to every person on a list just to provide a brief update.
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