In a time when 97% of business calls go unanswered and nine out of 10 consumers prefer messaging over voice, contact centers are struggling to keep pace. Have you ever wished you could just text your bank, cable company, or any business’s contact center? Or better yet, when you’re driving and on the phone with an enterprise regarding a hotel or car rental reservation, a hospital appointment, etc. imagine if the person you were speaking with could text you the information you were seeking versus you having to write something down – now that would be customer service!
As marketers, and consumers ourselves, we understand how important it is to make a good first impression. According to a recent survey, 72% of customers faulted companies for bad customer service if they had to explain their problem to multiple people. Forcing callers to wait on hold unassisted, bounce around from agent to agent, and waste time verifying who they are and explaining to each agent why they are calling, is a sure-fire recipe for losing customers.
Instead, contact centers can delight customers with feature-rich messaging (SMS, MMS, Facebook Messenger, Twitter, etc.) with WEBTEXT and AWS (Amazon Web Services).
Watch this video from Amazon Connect to learn more about how our integration works to improve the customer experience during an inbound sales call:
WEBTEXT has combined the power of smart messaging with Amazon Connect to allow organizations to communicate using the most popular multimedia messaging channels, empowering customers to interact with an agent in their preferred channel. There are four parts to the solution: Voice agent messaging, Chat agent messaging, Call Deflection from the IVR and escalation from Amazon Lex chatbot to messaging with a live agent, click to learn more
Voice agents have the ability to send information, including secure URL links, by SMS text or FB Messenger, to a caller at any time during a call instead of requiring the caller to write down or remember reference numbers, street addresses and other types of information. A Connect agent has full visibility of any previous message the caller had sent or received including automated notifications sent by a business system. If the contact center is busy and a voice caller ends up on-hold, they are automatically offered the choice to deflect immediately to an SMS or FB Messenger messaging conversation with a Connect chat agent – now that’s customer service! Moreover, a customer checking the status of a cable outage can automatically escalate a messaging conversation with a Lex bot to a live-Connect agent.
In collaboration with Amazon Connect, a new Solution Space is available to make these powerful experiences a reality, out of the box. Through these pre-built solutions, that include the use of CRM, messaging, and other mission-critical tools, you can quickly set up and enable Amazon Connect within your organization, bringing your contact center to new levels.
According to Pew, over 80% of US adults use messaging making it the most popular cell phone activity. Learn more about how www.webtext.com turnkey messaging and AWS can help you reach your customers’ cell phones in their preferred messaging channel.
