Texting Platform

Financial Messaging: Two-Way SMS for Banks & Financial Services. What are texting platforms?

A texting platform is a tool call centers use that allows agents and customers to communicate via SMS. Many texting platforms are already integrated into other primary tools, such as a CRM. This provides call center agents with a seamless workflow because they can message customers directly from their account profiles within the CRM. SMS is commonly used because many customers prefer other forms of communication over talking on the phone. In today’s fast-paced environment, many customers primarily communicate with others through SMS. A texting platform is a cost-effective tool that helps increase agent productivity. Agents can leverage a texting platform when customers don’t answer the phone. Texting platforms can also maximize efficiency by giving agents the ability to use a mass texting feature. Instead of sending out a text message to hundreds of customers one by one, a mass texting feature allows agents to send a personalized message to numerous customers all at once.

Many texting platforms allow the use of dynamic fields within each message. Since texting platforms are usually integrated into a CRM, the empty dynamic fields are filled in with each customer’s details, such as their first and last names. This feature also helps ensure that each customers’ phone number is kept private. When an agent sends out a mass text message, each recipient will only see their own phone number. Texting platforms have become an integral part of the omnichannel contact center. The added flexibility of SMS in addition to chat, email, and voice helps provide an improved customer experience.

More Texting Resources for Call and Contact Centers

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

Simplify contact center text message compliance. LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.

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

It used to be that outbound SMS-alert functionality alone was enough to hit the messaging mark. Many brands still simply use texting as a means to send messages in real-time to large groups of customers simultaneously. What they don’t realize is that many of those messages are getting responses. This means you could be leaving some serious relationship-building opportunities (not to mention cash) on the table. 

Automated Text Message Response Best Practices & SMS Compliance – LiveVox

What is the best practice for SMS? The most important best practice for SMS marketing is to obtain express consent from every subscriber before texting them.

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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 more than 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

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.