{"id":17024,"date":"2021-02-24T15:25:52","date_gmt":"2021-02-24T15:25:52","guid":{"rendered":"\/gb\/en\/blog\/?p=17024"},"modified":"2021-07-22T14:31:35","modified_gmt":"2021-07-22T13:31:35","slug":"getting-contact-centre-sms-messaging-right","status":"publish","type":"post","link":"\/gb\/en\/blog\/getting-contact-centre-sms-messaging-right\/","title":{"rendered":"Getting Your Contact Centre SMS and Other Messaging Right"},"content":{"rendered":"

Your customer support effort is often the first impression that people interested in your products and services get, so it\u2019s important that it stands out for the right reasons.\u00a0<\/span><\/p>\n

Many contact centres are moving away from traditional telephone lines as their primary customer support channel to more modern ways of communicating with customers. <\/span>Call <\/span>deflection strategies<\/span><\/a> are becoming an increasingly popular method <\/span>to handle call volumes, as is the use of<\/span> digital tools, including SMS contact centre<\/a> solutions, to engage with customers on the channels they love.\u00a0<\/span><\/p>\n

When customers reach out through SMS, chat, email, or social media, your contact centre needs to <\/span>be ready for it<\/span><\/a>. SMS and other forms of communication work best when you engage in a conversation. From business text messaging and live chat to YouTube comments, you can make every interaction a tailored customer experience<\/a> that helps drive retention and brand loyalty. Explore our tips on getting your contact centre SMS and other messaging right.\u00a0<\/span><\/p>\n

How business text messaging can help you reach your customers<\/b><\/h2>\n

More and more customers are switching to digital as their preferred method of communication<\/a>. Customers don\u2019t like hanging around in a call queue, or waiting for responses to forms and emails \u2014 they want an instant response. Channels can include SMS, WhatsApp or other messaging systems, and social media chat services such as Facebook Messenger, Instagram, and Twitter.\u00a0<\/span><\/p>\n

Business text messaging is one form of call deflection that can help you reduce the impact of high call volumes on waiting times and customer satisfaction. Using this method, you can redirect calls to digital tools, including unified messengers, customer messaging systems, and cloud-based messaging services. So, how exactly could using messaging apps as a customer service platform help your contact centre?<\/span><\/p>\n

SMS chat<\/b><\/h3>\n

SMS, or short message service, is a way to exchange short text messages via mobile phones and the internet. Most of us use SMS chat with our friends and family every day, which makes it a great way of ensuring efficient, positive, and informal customer relationships. With SMS, all of the chat history is in one place, which avoids customers having to repeat themselves \u2014 a potential source of great frustration!\u00a0<\/span><\/p>\n

What is the difference between SMS and MMS?<\/b><\/h3>\n

The difference between MMS (multimedia message service) and SMS is that MMS allows messages to include videos, photos, and other multimedia content. With both MMS and SMS chat, your customers can text a dedicated number<\/a> and receive real-time responses. MMS is handy in case your customers need to send you screenshots and photos, or if you want to send them product ideas and marketing materials.\u00a0<\/span><\/p>\n

WhatsApp<\/b><\/h3>\n

Have you considered managing your call centre customer communications via WhatsApp? One of the most popular messenger services on the market, WhatsApp allows you to send messages via their Business API and Business App, so you can communicate with your customers professionally.\u00a0<\/span><\/p>\n

RingCentral supports <\/span>WhatsApp<\/span><\/a> and enables you to respond to all incoming messages through our unified messenger platform. The RingCentral app allows you to:<\/span><\/p>\n