Sheila McGee-Smith – January 03, 2017
The title of this Salesforce slide says it all. The hype around messaging in the contact center space is about creating messaging relationships with favored companies like we do with friends — where there is context, persistence, and the easy ability to escalate to a phone call, or even video, if required.
Saleforce’s entry into this market came via its acquisition of HeyWire, but others have been touting the benefits of messaging for years. In May, we posted a story about Harrison College, which uses WEBTEXT to improve communications with its students (read related article “When Students Won’t Answer the Phone”). Using the same WEBTEXT cloud messaging service, this holiday season Lands’ End offered for the first time customer service via text messaging. Customers can now text their questions to the same toll-free number Lands’ End offers for placing orders.
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