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Landline Texting: Advanced SMS Solution for Support Centers

  1. Customer raises a ticket using the ticketing solution or by callingthe support center

  2. If the customer calls, they most likely reach an IVR or wait on hold

  3. Customer finally reaches the support department

  4. Customer support executives discussthe issue with the client

  5. The support engineers work to resolve the issue During the resolution process, the client and the support engineer call each other to exchange information and updates. At the end of this process, the customer support executive then calls the client,tying both parties to a phone conversation, to provide updatesof the raised issue, and thenupdates the status internally. Now, lets have a look at the customer support process with landline texting

  6. Customer sends an SMS to raise an issue

  7. The text to landline solution sends an automated acknowledgmentmessage to the client and also notifiesthe customer support executive

  8. The customer care representative opens a ticket and coordinates with the support engineer to resolve the issue During the issue resolution process, both the client, and the customer support executive can exchange information and updates via SMS and, or, MMS.No one is tied to a phone call or left on hold. Once the issue is resolved, the customer care representative can easily send an SMS to the client confirming the resolution and, if the SMS tool is not integrated with their internal systems, the executive cansimply cut and paste the text conversation internally. Value Added benefits of a Text to landline solution for support centers:

  9. Customers can use their existing and already advertised main landline or toll free number for texting

  10. Convenience of texting

  11. Save time

  12. Reduce expenses

  13. Satisfyclients

  14. Improve customer satisfaction

  15. Improve customer loyalty

  16. Neither the support executive or client is tied to a phone

  17. No long hold times for your clients There’s no changes needed on your end to use ourlandline texting service. What’s more, you can easily integrate the landline texting solution with your existing system/s usingour API. Trends are changing and it’s important to adapt to these changes. Start using landline texting for your support center. All you need to do is give us a call or shoot us a text at 1.800.797.3167 and our executives will be happy to guide you further.

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