Text Message Marketing | Easy & Compliant Customer Conversations

Enable seamless, personalized & enriched 2-way text conversations at scale

LiveVox’s Text Message Marketing Advantages:

  • Effortlessly build, launch and manage hyper targeted marketing campaigns on your customers most utilized devices
  • Reach all of your customers without sacrificing compliance
  • Increase customer engagement by reaching them on they channel they want to be reached
  • Enable your agents to personalize each interaction through simple customization within a single desktop window
  • Get specific and cross-channel reporting for insights to build actionable communication strategies from

Reach your customers how they want to be reached through our SMS texting platform and see your engagement skyrocket!

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Top 5 Uses for Conversational SMS for Contact Center

5 billion people send and receive text messages every day. 292 million people in North America text daily. That’s 80% of the continent’s population. Because most people always have their smartphones within reach, these statistics are not surprising. What is surprising is the amount of untapped potential SMS messaging holds for contact centers.

Below are the top five uses for SMS marketing:

1. Connect Securely

Two-way messages are an easy way to create a personalized experience by leveraging what you already know about your customers. You can use the data you collect with each interaction to build on that value and generate new opportunities for more meaningful conversations.

2. Personalized Offerings

studies show that consumers are actually willing to provide more information if they know they will receive more custom offerings. Sending a welcome SMS + personalized offerings during the service onboarding as part of your SMS marketing strategy is not only a chance to create a relationship with your customer but also gain insight into additional value adds you may be able to provide.

3. SMS Payment Reminders and Account Alerts

Automatic text reminders can help you reduce delinquency risk and encourage customers to bring accounts up to date on time. 85% of text messages are opened within 5 minutes of receiving them, so agent efficacy will skyrocket with the increase in the number of customers contacted per minute. The average length of time for an account resolution call is 6 minutes, while the average length of time to receive and respond to SMS messages is 90 seconds. That’s 5X savings.

4. Omnichannel Compliance

To build your SMS marketing channel, you first need an text messaging database with consent to engage with consumers. To do so, you essentially need to ask permission from the consumers. Built-in consent mechanisms help you maintain consent across all channels in real-time.

5. Average Handle Time

You can leverage SMS as an alternative to waiting in line. Unlike voice where the service ratio is 1 to 1, SMS allows agents to handle multiple interactions at once, increasing the chance of faster service times for the consumer and enabling them to go about their day without waiting by the phone

 

LiveVox Text Marketing Solution Features

Campaign Management

Create and manage all of your SMS marketing efforts from a single desktop. LiveVox allows users to easily filter existing contacts, create and schedule campaigns, as well as obtain key metrics. In addition, create personalized messages by inserting key variable data for increased impact.

2-Way Communication

Respond to incoming SMS messages with bi-direction SMS messaging between consumers and contact center agents. Agents are equipped with a unified agent desktop that includes a multichannel inbox and CRM functionality. To ensure effective skill matching and service resolution, SMS activity can be directed to specific agent groups. All SMS interactions are automatically unified into the customer account history, creating a unified experience for the consumer and agent.

Channel Preference Management and COmpliance

Mitigate compliance risk with the latest regulation covering SMS. Ensure CTIA mandated opt-out/opt-in processes are respected and consumer enrollment is consistent with industry best practices and consumer expectations.

Channel Integration

Don’t let your SMS interaction happen in silo. With LiveVox’s integrated channels, agents and supervisors are empowered to see the entire multichannel consumer journey, unifying consumer experience, reporting, and management.

Automation

Optimize your text messaging through the utilization of key word responses as well as the latest virtual agent technology by creating your own bot for more sophisticated consumer conversations.

 

Better Customer Experience

Great service experiences

Agents are provided with everything they need to facilitate personalized text conversations through enriched agent desktops. A multichannel inbox makes it easy for them to manage personal and team text queues. Customer account information and full multichannel interaction history are also presented, enabling a seamless escalation from one channel to another.

Targeted Campaigns

Targeted text campaigns

Make your text marketing outreach customer-centric with robust campaign creation functionality. List segmentation, campaign schedules and trigger-based events allow you to create and automate text engagement using specific customer attributes or interaction history. Text messages can be created:

  • 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 text 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.

Compliance Controls

Compliant text marketing

LiveVox applies its risk mitigation methodology to help you manage text compliance. Three compliance-focused capabilities you get with LiveVox include:
 

  • Predefined text opt-out terms mandated by the CTIA
  • Real-time account-level consent updates
  • Embedded consent management on an agent desktop.

Ask Our Experts How You Can Further Your Compliant Customer Conversations With LiveVox Bundles That Include Text Marketing Services

LiveVox’s Robust Omnichannel Solutions to Create Easy, Compliant Conversations

Cloud IVR Bundle

Improve Your Inbound Customer Experience

Deliver an exceptional customer experience while staying efficient. Self-service, automation, and intelligent routing is the answer to thriving in today’s environment.

Outbound Campaigns & Compliance Bundle

Differentiate with Compliance and Scale

Perfect your outbound communications with the power of a unified platform and get maximum compliance all in one package.

Two-Way Messaging Bundle

Engage Your Customers In a Clear and Memorable Way

Stay competitive by seamlessly messaging your customers when and how they want to communicate.

Our Customers

Our customers use LiveVox’s easy-to-use contact center platform to deliver exceptional agent and customer experiences while reducing compliance risk. 

“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

Why LiveVox?

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.

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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.

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Comprehensive Risk Mitigation

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

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Easy Integration

Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.

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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.

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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.

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Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.

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