SMS as an extension of the call
Many calls a contact center receives are repeats: customers forget the reference number, are not sure their request was logged or call back to check progress. A well-timed SMS answers those questions before they become a new call and leaves the customer with the information in writing.
Use cases
- Post-call confirmation: reference number, summary and next step.
- Identity verification with an OTP code before handling a sensitive request.
- Callback notice: an agent will call within a time window, so the customer does not abandon the queue.
- Case tracking: status changes for a report or claim.
- Satisfaction surveys answered by SMS.
- Proactive notices about known incidents, preventing call spikes.
Two-way conversations
With two-way SMS, customer replies reach your system or service platform, so a case can move forward by message without the customer dialing again. Integrated with your CRM through the SMS API, every message is linked to the customer record with its delivery report.
To try it with your operation, we offer a 30-day pilot. See also transactional SMS.
