Improve Customer Satisfaction with SMS for Call Centers
Offer customer support with a text to resolve simple issues, reducing the volume of calls to your contact center. If wait times are long you can send them a message indicating when you will call them back.
All US Carriers now require registration for 10DLC SMS numbers. Unregistered Brands that use 10DLC SMS numbers may have SMS traffic blocked and non-compliance fines imposed.
Reminders and Surveys to Improve Business Continuity
A missed appointment costs your entire company— whether you’re a medical practice or a retail tire store. Whether it’s staff waiting to serve your customer, the vacant real estate, or the time your agents take to reschedule, the costs add up quickly. With SMS reminders your customers are much more likely to keep their appointments.
After their appointment you can send a follow-up text with a survey to see how you are doing they can take the survey right away or when it's convenient for them.
Reduce Customer Effort with SMS
Automate Appointment Reminders
No more manual appointment reminders – automate them with omnichannel SMS.
Five9 Omnichannel makes it easy to deliver seamless customer journeys to provide an exceptional customer experience.
Save High Value Interactions for Agents
With SMS many simple questions can be handled without ever engaging with a live agent.
Escalate to a Live Agent
With omnichannel SMS a text interaction can be escalated to a live agent with a simple request from your customer.
Due to the pandemic in 2020, RoundPoint created a specific COVID-19 support page, receiving tens of thousands of interactions through Five9 Visual IVR, and set up between 48,000 and 55,000 forbearance plans in just one month.
The no-show rate has gone down for appointments and the rate of patient confirmations has gone up.
- Agents can handle multiple SMS/texts at once
Integrate with Your CRM
- SMS messages are automatically added to customer records
Send Transcripts for Compliance
- Send customers transcripts for SMS interactions to confirm transactions