Messaging Platform

How To Make Your Messaging Platform a One Stop Shop Campaign Hub. What is a messaging platform?

A messaging platform is a tool that contact centers can use to send out messages through different channels to customers. Examples include SMS, chat, and email. The platform can be integrated into an agent’s CRM for a seamless workflow. Messaging platforms provide agents with different options to communicate with their customers. It’s also cost-effective and increases agent productivity through its ability to reach a large number of customers all at once. Messaging platforms can be used to send mass messages through SMS or email. For example, if an agent needs to update their customers about a new promotion, a messaging platform has the capability to create and send mass emails or text messages to a select group of customers. It’s an effective strategy for follow-ups or for trying to get a hold of hard-to-reach customers that don’t answer their phones. 

Messaging platforms can be used for both inbound and outbound omni-channel contact centers. Customers can initiate a conversation with agents through the channel of their choice. Many companies implement a chat feature on their website. As customers browse the company site, they may have questions that arise. They can connect to a contact center agent through a chat pop-up box and easily get the help they need. Messaging platforms can also track every interaction that agents have with customers. Conversations are recorded into the customer’s call history, allowing other agents to gain better insight into a customer’s background. For example, if a customer calls in a second time for help with an issue, an agent can simply look at the call history and see what’s going on. Customers don’t have to repeat their problem over again, which helps provide a better experience. 

More Messaging Platform Resources for Call and Contact Centers

2-Way & Mass SMS Texting for Call and Contact Centers | LiveVox

Send individual or bulk SMS messages. Easily launch mass SMS campaigns to your contact lists or allow support teams to engage in two-way conversations with existing or potential customers.

What is Two-way Text Messaging? Conversational Business SMS Guide (livevox.com)

The benefits of two-way messaging are clear. But if you’re still on the fence about upgrading from a traditional one-way messaging platform, consider these drawbacks. 

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.