SMS Text Marketing Services for Contact Centers
Drive an estimated 1319% cost savings with LiveVox Text Messaging Software
Stop relying solely on phone calls to reach customers. Evolve your outreach to include digital channels and facilitate seamless SMS conversations with LiveVox’s 2 way SMS Text solution and watch your ROI skyrocket.
LiveVox SMS/Text Messaging System Benefits:
- Create custom outreach campaigns and fulfill daily customer interactions
- Reach your customers efficiently and at scale through SMS messaging services
- Enable your agents to personalize each interaction for more relevant conversations
- Provide specific and cross-channel reporting for insights to build actionable strategies
- Provides unified multichannel capabilities across all digital channels rather than separate email and SMS messaging applications
- Helps eliminate cross-channel data gap
- Short code, long code, or TFN messaging applications
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SMS is the Preferred Communication Channel of Your Customers
Every month, people send more than one billion messages to businesses. SMS text messages are one of the fastest-growing means of communication for businesses and it is no surprise that SMS engagement and costs outperform the more traditional voice and email channels:
- The open rate for SMS messages compared to email is 90% vs 20%
- 90 seconds is the length of time it takes the average person to respond to a text message
- 75% of people wouldn’t mind receiving an SMS from a business
- 64% of customers say they would prefer to message rather than call a business
- 60% of customers say they are open to receiving personal messages from companies
By interacting with your customers via SMS texts you allow your customers to respond in their own time and you are fitting you business into their lives better
The Value of Text Messaging for Businesses
While customer satisfaction alone is enough to prove value, the value of texting goes both ways. There is more that a contact center can achieve when meeting customers on their preferred communication channel.
Incorporating messaging into your contact center strategy can lead to operational improvements that enhance CX and business metrics, including lower cost per resolution, greater agent productivity, and higher NPS and CSAT scores. Agents are able to work together to solve issues and are able to chat with multiple customers at a time. By having conversation history at their fingertips, agents can reduce handle time and deliver a more personal experience.
LiveVox Text Message Platform vs. Other Text Message Marketing Companies
Utilize SMS text messaging software to deliver great service experiences
Agents are provided with everything they need to facilitate personalized 2-Way SMS conversations through enriched agent desktops. A multichannel inbox makes it easy for them to manage personal and team SMS queues. Customer account information and full multichannel interaction history are also presented, enabling a seamless escalation from one channel to another.
Create targeted SMS campaigns that drive ROI
Make your SMS outreach customer-centric with robust text message creation functionality. List segmentation, campaign schedules and trigger-based events allow you to create and automate SMS engagement using specific customer attributes or interaction history. Our SMS software allows you to create messages by:
Using pre-configured templates
With additional links such as self-service payment options
Including customer account information (e.g. First Name) for personalization
Agents can be configured to receive only SMS messages or be blended to receive both voice and digital communications. Shifting agents from voice to digital can have a significant impact on your ability to drive ROI.
Simplify SMS compliance
LiveVox applies its risk mitigation methodology to help you manage SMS compliance. Three compliance-focused capabilities you get with LiveVox include:
Predefined SMS opt-out terms mandated by the CTIA
Real-time account-level consent updates
Embedded consent management on an agent desktop
Contact centers rely on LiveVox’s powerful contact center platform to deliver exceptional agent and customer experiences, while reducing compliance risk. Our customers span across a variety of industries including Financial Services, Teleservices, Healthcare, Telecom, BPO, and Collections.
“Nobody touches our members or impacts the profitability of my organization more than LiveVox. It’s low cost, highly effective, easy to use, and lets me focus on teaching my staff how to run the business. So many of our members are world travelers, and now we can reach them wherever they are.”
—Anthony Warden | VP of Contact Center, Texas Dow Credit Union
“Prior to LiveVox, we were using several different applications across voice, email, and SMS. With LiveVox, all of our channels are on a single platform, providing our agents with the insight they needed to immediately identify and service the customer, regardless of the channel.”
—Tom Nusspickel | COO, American First Finance
“LiveVox was key in helping us to adapt not only by making the shift to work from home easy, but also the incorporation of new channels. Their ability to provide flexibility for us as a business allows us to pass that on to how we service patients.”
—Nathan Allen | Senior Vice President — Eligibility Practice Team Leader, MedAssist
Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.
Frictionless Agent & Customer Experiences
Easily improve customer service and shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.
One Unified Platform
All LiveVox contact center operations are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.
Reduced Total Cost of Ownership
Drive performance and stay on top of security requirements with a TCO model that also avoids unnecessary technology, minimizes the need for costly professional services, and offloads security costs.
A Partnership You Can Trust
LiveVox contact center solutions will support your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.