In today’s fast-paced world, customers want quick solutions to their problems. Call centers play a vital role in handling customer inquiries and complaints.
However, with the advent of technology, the way customers communicate with call centers has also evolved. One such development is SMS capabilities in call center software.
What is SMS Capabilities?
SMS capabilities in call center software refer to the ability to send and receive text messages between the call center agent and the customer.
“This means that in addition to making and receiving calls, call center agents can also send SMS messages to customers. “
This feature has become increasingly popular due to its convenience and ease of use. Customers can easily communicate their queries and concerns via SMS, and call center agents can respond promptly, increasing customer satisfaction.
How Sending an SMS After Every Call Will Impact Companies?
Sending an SMS after every call can have a positive impact on companies.
Firstly, it shows that the company cares about its customers and is proactive in addressing their concerns. This can lead to increased customer loyalty and retention.
Secondly, it provides customers with a written record of the conversation, making it easier to refer back to if needed.
Thirdly, it can help reduce call center wait times, as some queries can be resolved via SMS instead of a phone call.
How Software Automation Helps in This Case?
Software automation can help in several ways.
Firstly, it can automate the process of sending SMS messages after a call. This means that call center agents do not have to manually send the SMS, saving time and reducing the risk of errors.
Secondly, it can automate responses to common queries, reducing the workload of call center agents.
Thirdly, it can analyze customer data to provide personalized SMS messages, increasing customer satisfaction.
Why it is Important for a Call Center Software to Have This Capability?
It is important for a call center software to have SMS capabilities for several reasons.
Firstly, it provides customers with an additional means of communication, increasing convenience and accessibility.
Secondly, it can help reduce call center wait times, as some queries can be resolved via SMS instead of a phone call.
Thirdly, it can improve customer satisfaction by providing prompt and personalized responses.
Finally, it can increase efficiency by automating the process of sending SMS messages, reducing the workload of call center agents.
How can a Mobile CRM Help Companies in Sending Messages?
A mobile CRM (customer relationship management) system can help companies in sending messages by providing a centralized platform for managing customer interactions.
It can store customer data, including their contact details and communication preferences. This means that call center agents can easily send SMS messages from within the CRM system, without having to switch between different applications.
Additionally, a mobile CRM can automate the process of sending SMS messages, reducing the workload of call center agents and improving efficiency.
How can call center software with SMS capabilities help increase sales?
Call center software with SMS capabilities can be a powerful tool for telecallers to increase sales and follow-ups. Here are some ways it can help:
Faster follow-ups: With SMS capabilities, telecallers can send follow-up messages immediately after a call. This can increase the chances of a prospect converting into a customer as the message will be fresh in their mind.
Personalized communication: SMS capabilities allow telecallers to personalize their communication with prospects by sending them messages that are tailored to their specific needs and interests. This can help build a relationship with the prospect and increase the chances of a successful sale.
Increased response rates: SMS messages have a higher response rate than other forms of communication such as email or phone calls. This is because SMS messages are short and easy to read, and can be responded to quickly.
Reminder messages: Telecallers can use SMS capabilities to send reminder messages to prospects about upcoming appointments or events. This can help reduce the number of no-shows and increase the chances of a successful sale.
Automated messaging: Call center software with SMS capabilities can also automate messaging, allowing telecallers to send messages to a large number of prospects at once. This can save time and increase the efficiency of the sales process.
Top 3 Companies Providing SMS Capabilities.
There are many companies providing call center software with SMS capabilities. Here are the top 3 companies:
Zendesk: Zendesk is a cloud-based call center software that provides SMS capabilities. Its SMS feature allows call center agents to send and receive text messages, increasing customer accessibility.
Freshdesk: Freshdesk is another cloud-based call center software that provides SMS capabilities. Its SMS feature allows call center agents to send and receive text messages, as well as automate responses to common queries.
Twilio: Twilio is a cloud communications platform that provides SMS capabilities for call center software. Its SMS API allows call center agents to send and receive text messages, as well as automate responses.
How GoDial can help in sending messages?
GoDial offers a powerful feature that allows users to send messages after every call, without having to save the number beforehand.
Users can create multiple fixed templates with dynamic variables, and choose which template they want to share after the call.
This can save time and increase efficiency in the sales process, as users can quickly send personalized messages to prospects without the need for manual data entry.
Additionally, managers can track every call made from Godial through the web dashboard, allowing for easy monitoring and analysis of sales activity.
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