4th June 2014 – Guy Clinch
In my recent post, Stop Wasting Your Time on Hold and Use WEBTEXT with Avaya Aura, I showed how WEBTEXT’s call diversion to text solution “Text Enable my CALLS” allows you to jump the queue and get immediate service using your SMS capable device. As great as it is to get off hold and get what you need quickly, what about those times when you need more? SMS text messaging helps.
How many times have you experienced this? You are on the phone and a call center agent wishes to give you some important information. Maybe you’re racing through the airport terminal bags in hand. Maybe you are driving hands on the wheel eyes on the road. That helpful customer service agent speaking to you from the ether wishes to impart to you that valuable piece of information.
Maybe it’s your confirmation number, the address of your hotel, directions … There’s no place to pull over in multiple lanes of traffic in a strange city. Even if you made it to the curb you’d have to fumble for a pen and something to write upon.
Contrast that to the experience you’d have doing business with a company who is using the caller assist capabilities made possible by 2014 Avaya Innovation Award winner WEBTEXT™. A text enabled call center agent using any one of Avaya’s industry leading contact center solutions simply sends that important information to your SMS text enabled device. Cellphone, tablet, Google Voice address, wherever you are, whatever you are doing, now there is a convenient way to get the information you need when you need it. No pen is required.
Think of how this capability will improve your interactions. Before you hang up the call the information has arrived. With no action on your part you’ve got what you need. You can devote your full attention to getting to where you need to be safely.
Information sent may include web links that when clicked automatically bring up your smartphone’s satellite navigation application. Maybe it’s the correct spelling of the name of trendy new restaurant the agent told you about. Perhaps it is updates to your itinerary. All kinds of information not easily referred by voice may arrive directly to your SMS capable device.
Should you have questions later you simply reply to the text message. Your request is routed back into the call center workflow and an SMS capable agent can respond. This new capability made possible by WEBTEXT and Avaya Aura® is a game changer for customer service.
SMS is not just for teenagers. Text messaging has true business benefits. The best of all is that almost everyone can use it immediately. You don’t have to have a smartphone. Most mobile plans have generous even unlimited text messaging quotas. There’s no need to download an application. Your phone is always up to date with no aggravating requests to check application permissions or perform other administration. It just works.
For further information:
Contact: Bill Roxby, Marketing, WEBTEXT
Email: sales at webtext.com
Web: www.webtext.com
