On Demand Webinar: How Two-Way Messaging Can Help Drive Your Bottom Line Today

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June 3, 2020
By: LiveVox
Topics: Webinar

On Demand Webinar: How Two-Way Messaging Can Help Drive Your Bottom Line Today

Full Transcript

Lindsay (04:18):

All right. It is 9:03 pacific time so I think we will go ahead and kick if off. First of all, I want to apologize to any of you that joined last week’s webinar. We did experience some audio issues. Our go-to webinar platform had made some updates and we experienced a disconnect in the audio, so apologies for that. But, looks like we are up and running and good to go today. With that, I would like to thank you all again for joining, and welcome you to today’s webinar, How Two-Way Messaging Can Help Drive Your Bottom Line Today. With that, I’m going to go ahead and kick it off to Jason Queener to get us started.

Jason Queener (05:01):

Hey, good morning. Good afternoon everyone. Thanks for joining us again. Little bit of housekeeping here, if you have questions that come up during the content, if you could enter those into the question section here, I will get to as many as we can at the end. We have allotted an hour. Hopefully we’ll give you back a little bit of your time today and not take that whole time up.

Jason Queener (05:25):

Joining me today is our general manager of Digital Solutions, Boris Grinshpun. And for those that don’t know me, my name is Jason Queener. I am our senior director of our business consulting team here at LiveVox. Let’s go ahead and hop into the content here.

Jason Queener (05:43):

We’ve kind of used this next slide as an anchor point for our webinar series. A lot of you have probably seen it at this point. For those of you who haven’t, I’ll go through it very quickly. Obviously the effects of COVID-19 continue to evolve on a day-to-day basis. Our hope is that many of you on this call are now to the point where you’re getting close to considering, or already beginning the process of getting your agents back into your contact centers. For those of you that aren’t, we’ll continue to talk about what that means.

Jason Queener (06:15):

The impact to our customers has been immense. Everybody’s feeling this everywhere in the country. Operating for a remote agent workforce has become a necessity and a way of life for most of us, if not all of us. In conjunction with that, you’re trying to meet your customers expectations and deliver the best practices that they’ve come to expect from you prior to these events taking place. What’s complicating that is your asking to do the same or more with less of a workforce in most places. We understand that performance concerns have come along with that.

Jason Queener (06:49):

Again, as with all of our webinars and all of our account teams, we’re here to help you with our operational expertise and our knowledge base where we’re getting to learn and evolve through this process with you.

Jason Queener (07:01):

On the next slide, I say this on every call, right, every webinar, work from home is here to stay. Obviously, we’re all eager to get back into our contact centers and be in our offices and be as close to normal as we can, but the truth of the matter is that work from home is a policy that we’re seeing in the news everyday. We saw yesterday, I believe it was Twitter, the CEO said their agents can work from home permanently. It’s becoming part of our new normal.

Jason Queener (07:35):

The question becomes, okay, well how do I manage that? How do I adapt to this? For today, we’re going to talk about that in a couple of ways. How can I drive more self service to reduce the impact of the inbound volume we’re all feeling? How can you maintain that same level of customer service and agent experience while meeting the demands for new channels? In this case, digital channels. And lastly, how can I increase the efficiency of my work from home agents?

Jason Queener (08:02):

I’m going to pass this to Boris and Boris is going to go through some data with us and share what we’re seeing and what we can hopefully do about it. Boris.

Boris Grinshpun (08:14):

Yeah. Thanks a lot Jason. Great to be speaking with you here today. One of the things we want to start off this presentation with is really the overall consumer demand for communicating through messaging channels. This is a snapshot of a recent study that was done to assess consumer sentiment of receiving messages from a SMS perspective. As you can see here, from a metrics perspective, a lot of consumers have indicated that, for them, receiving notifications from their financial service providers and others are really targeted at getting them via SMS. And they actually prefer to get a text message versus receiving some other form of communication in another channel.

Boris Grinshpun (08:59):

In other words, your consumers are already gravitating to this. Now the question becomes, how do we meet our consumers in the channel that they already prefer, prefer today.

Jason Queener (09:10):

Boris, real quick before you hop off this, anecdotally in the past, we’ve said, well this is used more toward the millennial generation? Is that still the case or is this being adopted across demographics?

Boris Grinshpun (09:27):

Yeah. That’s a great question, Jason, because I hear a lot of people make that comment of, well, this is just for the millennial generation. You know what’s interesting is, they have these variety of curves where they show adoption of messaging channels based on specific age groups. And what’s interesting is that the younger generation has already reached their peak adoption rate. Meaning, we’ve already saturated that pool of people. They’ve already adopted. They’ve already moved to those channels. Where we’re actually seeing the fastest growth rates now, Jason, is in the baby boomer generation and other generations around the baby boomer population, who have started to adopt messaging as a form of communication. Not only between themselves and their friends and colleagues but really now starting to engage businesses in that matter. This is not just a millennial thing.

Jason Queener (10:25):

Yeah. Okay. Yeah, that makes sense. Even my own mother prefers to text me. I don’t know if that’s a commentary on me or the technology but that’s a conversation for another day.

Boris Grinshpun (10:33):

Yeah. Certainly, Jason. One of the things as we think a little bit about messaging is, what is the value of it? What can it do in terms of your communication style with your consumer? What really text message has helped you do is deliver an appropriate message during rough times. It’s being informative and it’s not being intrusive. If you think about it from a phone call perspective or any communication that’s maybe even in person, there’s going to be a dialogue. It’s no longer a gentle reminder. The fact is that SMS messages utilized wisely can really be a much stalker approach in terms of contacting and nudging your consumer in the right behavior. It’s often a timely communication that can be sent out almost immediately. It provides guidance to the consumer. How to cure a particular situation that they may be in. It really helps to set a tone of what this is all about. Whether this is a friendly reminder, whether it’s a little bit more firm in nature.

Boris Grinshpun (11:44):

In other words, it gives you a lot of leeway to be really poignant to the point but not be intrusive with a consumer. And as well, you can of course direct them, whether it’s to helpful tips and hints and have other links out to other pages. My comment, and I couldn’t stress this enough is, it’s a timely informative non-intrusive way to communicate with consumers today.

Boris Grinshpun (12:15):

One of the other things it can do is it really can help you widen the aperture, if you will, of why you’re delivering these messages. We may be thinking a lot about collection messages but there’s actually a bevy of other reasons why businesses today want to make sure that their consumers are informed in a timely manner. We get a lot of questions of, hey, I wish I could tell my consumer that what they were about to do could cause them harm to their financial standing. Maybe I want to let them know that I didn’t get something that I was supposed to get. Or, maybe we just want to let the consumer know that we’ve completely solved their issue and the matter is done. It creates a much better sense of being, again, informative. And there are a number of use cases that you’re seeing here on the left hand side of your screen that can support this.

Boris Grinshpun (13:08):

And of course, as we all know, from an efficiency standpoint, if you’re just looking to notify somebody, there’s really almost no better way to do this if your alternative is trying to put a person on the other end. Of course, having to connect with the consumer and then having to have a talk off conversation.

Boris Grinshpun (13:38):

Jason, I know you guys are near and dear consultants that talk to a lot of our customers today and you’ve been talking a lot to them about their inbound volume and afflux of inbound calls that they’ve been receiving over the course of this timeframe. And Jason, if you wouldn’t mind maybe diving a little bit deeper into this and actually helping to explain this slide.

Jason Queener (14:06):

Yeah, for sure. At first glance you’ll think … This is a representation of a couple of our customers but it’s a true representation of what we’re seeing across our enterprise. Inbound volumes as a whole are down. That’s not really indicative of the story. Prior to the COVID-19 situation, we saw, on average, about 19-20% of our customers total minutes in a day, or agent time in a day, spent on inbound calls. That has skyrocketed to north of 35% on some days, close to 40%. It’s not so much about the volume of calls but you’ll see here, as we go through this, it’s more about the percentage of the day and agent’s time being spent on managing inbound calls. You can see on this graph also, the secondary line, the average speed of answer is climbing up. Meaning, we’re putting customers on hold.

Jason Queener (15:09):

This is a perfect representation of what I’m talking about, right? This is another sample of a couple customers where this is a true representation of agent count, right? Pre-COVID-19, 180 plus, now, an immediate decline to like 90 agents. That’s a challenge for anybody operationally. Boris, I think as you’re looking at this from a utilization perspective, you’re seeing the same thing for all of our customers, right?

Boris Grinshpun (15:37):

Yeah. Absolutely. I think it’s been tough for a lot of organizations to get people on the floor, or what used to be the traditional floor, if you will, Jason, right? There’s been many reasons for that. But it’s folks not being able to travel to their work sites or be at their work site, connectivity, issues specific to their location, specifically locations that have poor bandwidth connections. But yeah, for everybody in the industry, it’s been a struggle to get people back into the office or in an office-like setting and get them answering the phones.

Boris Grinshpun (16:24):

And so the question really becomes, Jason, out of this, okay, now I have reduced staffing. I have higher inbound calls, and inadvertently now higher average speed of answers, how do I handle that? And how can two-way messaging help me out. Well, a couple of things of note, and we’ll kind of break these down in a couple of different areas. First of all, two-way messaging was really built in a way where it can go and it can travel easily, and it can go anywhere. A lot of our clients came to us and said, hey, I’m getting these inbound calls and I need my agents to work in a remote setting but I don’t have the necessary bandwidth, what should I do?

Boris Grinshpun (17:11):

Well, the beauty of two-way messaging from a channel perspective is that you’re not concerned about voice quality … whether it’s a text message, an email, or a chat, it actually comes through regardless of the latency and the connection speed that your agent may be having when they’re working from home. A lot of us, like myself here as well, Jason, I have two young kids. And from time to time, they’re playing around, there’s background noise that inadvertently happens, of course, and that’s really, if you will, a thought that goes through the head of lots of contact center operators. But again, the nice part about it from a two-way messaging perspective is that, that’s not an issue. If you’re typing back a response to a consumer via SMS, email, or chat, there isn’t … That scary part goes away. A message is a message. It doesn’t care about background noise.

Boris Grinshpun (18:12):

And what it also allows you to do, it allows you to gain a lot of efficiency. And what I mean by that is in a couple of different ways. First, of course, is the efficiency of having multiple conversations at the time. We see that folks in the messaging space, if they’re having the conversation via SMS with a consumer or they’re having a bi-directional chat via web chat, they’re able to handle multiple simultaneous conversations at the same time. And that actually helps to create operational efficiency for a lot of our clients looking to deploy this today.

Boris Grinshpun (18:49):

That’s one way that-

Jason Queener (18:52):

Yes. Boris, you’ve got a note there that says agents capacity could be potentially five to one. I know you’ve talked to tons and tons of customers doing this today, what is that sweet spot, or that limit, to where an agent is able to be productive across multiple conversations?

Boris Grinshpun (19:15):

Yeah. Well, it’s a good question and there’s … I’ll call it an average method. And the average method certainly is about five to one, Jason, but I think it’s dependent on a couple of different things. First of all, it’s dependent on how deep these conversations are. And that can vary from business to business. We have, obviously, a wide variety of clients. I think that’s one of the things you want to consider. How deep are these conversations? How long are they going? How much research is an agent doing during each one of these conversations or having to do? 

Boris Grinshpun (19:53):

… which would be proficiency of the agent themselves. Clearly we have tools like messages that people can just pull up and quickly respond to agents. But as you know, proficiency plays an important role in this. And agents from an individual standpoint can handle more conversations than others at the same time.

Jason Queener (20:17):

Makes sense. Great point there. Is that something that’s configurable on our side?

Boris Grinshpun (20:23):

Oh yeah.

Jason Queener (20:24):

Okay, great. If you show the ability to do seven or eight, I could give you, Boris, eight opportunities to communicate at once.

Boris Grinshpun (20:31):

Yeah, absolutely. And we know that there’s channel nuisances and differences, Jason, so just to even go down that path, you can actually control that by channel so that why you are not essentially overburdening your agents and they’re delivering poor customer quality conversations but they’re really delivering high quality conversations to your end consumers. And you of course yourself can monitor and make sure that the ratio is set correctly for your agent.

Jason Queener (20:59):

Got it. Great. Thanks.

Boris Grinshpun (21:00):

Yeah, absolutely. One other thing that I will mention here, we talked a little bit about the overall benefit of two-way messaging, one of the things that people often sleep on is the asynchronous nature of two-way messaging communication. There’s always sort of a time lapse, if you will, from the time that a consumer sends the message in to the time you’re responding. Clearly if you started your day off and sent a campaign, some consumers will reply right away. Some will reply a few hours later. But point being is that all of these channels don’t require immediate, as of the second, response back. I’m not advocating for the notion that you should wait hours and hours for somebody to respond but what I am indicating here is that these messages don’t get lost. It’s not an abandoned phone call. A phone call that’s waiting in cue, people have only so much patience, if you will, to hold on the phone.

Boris Grinshpun (22:03):

If a consumer sends in a message via SMS or even sends an email, they’re willing to wait because they’ve put down that phone, they’ve walked away, they’ve gone on about their life hopefully, and they’re doing other things. And then you may text them back at some point later on at which point they may want to engage in conversation. Point being is that you have the right amount of time to be reactionary and adjust your staffing levels within your contact center to meet that without causing a high abandon rate like you would traditionally in a contact or call center setting.

Boris Grinshpun (22:45):

But, for a lot of our clients, that isn’t quite where they’re looking to go. They’re looking to even further enable messaging channels in order to drive the right intent and the right consumer behavior. One of the things that messaging channels do a supremely good job at doing is driving self service for consumers which consumers want to do themselves anyways. If there’s an opportunity for me to do something myself without having a conversation with somebody, I’m going to take that opportunity.

Boris Grinshpun (23:21):

And there is many different ways that you can use these channels in order to do that. You can use these channels from the full credit lifecycle of consumers … in other words, whether you are doing onboarding work and you’re helping consumers, if you will, open an account today, if you are helping consumers really … or servicing consumers and you want to make sure that they know where the right content that you’ve already invested from digitally is, if you will. Or, if you’re looking to remind people with account notifications, those are all of the ways that you can really double down and supersize and utilize all of your digital assets that you’ve already invested money in today in order to drive self service for consumers.

Boris Grinshpun (24:09):

Whether you’re driving them to a payment portal, whether you’re driving them to an FAQ page on your website, or whether you’re sending out expectations of what’s going to happen next in an onboarding process, messaging channels are a really, really good way for you to be able to execute on that particular strategy.

Boris Grinshpun (24:30):

We actually have an example of that for you today from an onboarding perspective. You’re seeing here how this transitions from one channel to the next and helps to keep the consumer informed. You can see it starts very early on where we’re prompting the consumer with a message to indicate hey, would you like to apply for this program. We’re doubling down on that. We’re sending a follow up email indicating hey, here’s an application, this is where you can go to fill out that particular application. And then we’re even further supporting that process today by having web chat enabled on a particular digital page where, if the consumer has some questions, not sure about certain answers for an application, those can be answered quickly in the right manner.

Boris Grinshpun (25:25):

I know not all of you here, folks on the phone, are really going through and funding the programs that the government has offered up. However, if you think to your process today, whether it’s a collection process, whether it’s a sales process, whether it’s a service process, you can certainly see how you can help your contact center really decrease inbound volume by being proactive, sending out proactive SMS communication, at times following that up with an email and insuring that your digital process smoothly flows with the support of chat.

Jason Queener (26:08):

Great. Thanks, Boris. To piggyback on the conversation that I started us with here about diminished staffs and inbound volumes, there’s another side effect we’re seeing across our enterprise. And that’s about a 50% increase in average handle time for each call. Here’s the good news. Higher connect rates, higher contact rates, we’re seeing that for pretty much everybody. And that is a great problem to have. But, the downside of that is, it’s posing strategic challenges related to how many customers you can communicate with in a day, either inbound or outbound. Right? So again, when you see a 50% increase in handle times, that is a direct reduction in the number of touches you can make to a customer.

Jason Queener (26:56):

If we can hop to the next slide here real quick. Boris talked about it earlier. A voice conversation is one-to-one. If I can incorporate that to a two-way SMS digital communication, I can expand the outreach potentials of my agent. What’s an easy way to do that?

Boris Grinshpun (27:14):

Yeah. The-

Jason Queener (27:14):

Start … Go ahead, Boris, yeah.

Boris Grinshpun (27:17):

Good question, Jason. This has been a great tool that a lot of our clients have deployed. This is offering up consumers a way to switch to their channel that may provide them an immediate answer. What I mean specifically, Jason, is that if there are long hold times within an IVR, our clients are starting to offer SMS. They’re asking the consumer and indicating, hey, would you like to receive a text message from us. We can help you. We can solve some problems there for you or we can help you make a payment. Or, we can help answer a question for you. And then what happens is, the consumer immediately receives an SMS message and can either, A, self service the SMS channel or B, they can begin a conversation. It’s really helping to shift a bad experience the consumer is having by having a long hold time, into a positive one where they’re moved to a channel that’s quite honestly potentially even more efficient for you as an organization but also immediately solves the issue for the consumer.

Jason Queener (28:29):

You know, Boris, this one’s really, I think, important. I touched on it last week. Your customers are giving you, or even asking you, to make that transition to the digital communication realm. And I know a lot of our customers have been hesitant to do that or struggle with how to best deploy that. This is a great opportunity because it’s basically the costumer demanding you text them. You’re beginning that transition by enhancing your customer’s experience. I think this is a really good opportunity to get your feet wet in the digital space.

Boris Grinshpun (29:02):

Yeah. Absolutely. And a path that we recommend for any organization looking to alleviate high call volumes, long hold times for their consumer, really turning a negative experience into a positive one.

Jason Queener (29:15):

Yeah, for sure. Okay. So this is perfect. Can you tell me how you can monitor this? Once it’s deployed, is it the tools we use to monitor what’s going on?

Boris Grinshpun (29:28):

Yeah, absolutely. At LiveVox, I think a lot of folks know, we have a lot of tools to help monitor this. My comment here, Jason, is that this is actually, to some degree, a bit easier to monitor. Voice conversations are complex. We have to make sure we’re saying the right things. We, of course, have to make sure we are providing things with the right tone. That people are not talking over each other. All of these things occur in the right manner and in the right tone consistently. I clearly recognize the difficulty in terms of doing that.

Boris Grinshpun (30:08):

The nice part about it from a messaging perspective is that some of those things go a little bit out the window, Jason. Because what is typed and what is transmitted to the consumer is exactly what comes across. There’s full documentation of the entire conversation as it took place. Everything is happening in sequence as people are receiving messages and responding to them. It really provides a much, much clearer path, if you will, to going back and conducting an audit and understanding the conversation that occurred between two people.

Boris Grinshpun (30:47):

But that’s not to say that we don’t have great tools, like screen recording, that could really beef that up to make sure that the agent is really going about the process in the right way. And then of course what we want to make sure is that all of these experiences are tied together. I couldn’t emphasize this enough. And I think, Jason, you’ve heard me at least internally, speak about this topic enough, it’s not enough to just be having messaging conversations, it’s really also important to make sure that you have them tied in with all the other conversations that you’re having. In other words, your email, SMS, and chat conversations are well-known within your organization along with your voice conversations so that any agent can reference them and get through them very, very quickly. Ensuring that you have that unified experience for the agent will really double down on this particular strategy.

Boris Grinshpun (31:50):

I can’t emphasize this enough because just overlaying messaging channels over what you’re doing today with a voice but not having conductivity, will actually lead to a lot of frustration points, not only on behalf of your consumers, but also on behalf of your agents who will struggle to put context, if you will, to everything that’s happening.

Jason Queener (32:11):

That’s what I was just about to point out. This is an empowerment tool for your agents. But it really is critical to your customer’s experience because if you were to call in as a customer, Boris, later in the day after having had a text conversation with me, that agent that services you can pull up our actual text conversation and use that as context for the conversation you’re about to have on the voice. Rather than what I think we’ve all experienced is texting back and forth or chatting back and forth and then having to call in and starting back from square one.

Boris Grinshpun (32:44):

Exactly. Exactly. If you’re going to use those channels … Jason, you were spot on … you may just as well use them in a smart fashion, in a completely integrated fashion. Otherwise, you actually may be doing yourself a disservice.

Jason Queener (32:59):

Yeah, agreed.

Boris Grinshpun (33:04):

One of the things I want to mention as well is where messaging channels shine, is their ability to really craft and create a message that’s quite unique to a particular population. If we think a little bit about our lives today, Jason, if there’s a phone ringing for me … maybe I recognize the number, maybe I don’t, but when somebody gets on the other end of it, it’s somewhat of a generic conversation, somewhat of a generic message for me, or it starts off in somewhat of a generic way. The power of messaging channels, through a combination of our tools at LiveVox, is to be able to segment down the person who you’re trying to reach with the message that you’re trying to reach.

Boris Grinshpun (33:57):

I mentioned earlier in the conversation, the power of notifications and making sure that you are informative, that you have the right tone. The tools really allow you to be able to do that. Because our tools allow you to not only be able to create micro segments of populations whom messages are crafted to, but allows you to also have dynamic context insertion so that way you can have a little bit of a different tone for consumers if they’re in maybe a different age group, maybe they’re in certain status, maybe you want to deliver a certain message to them. It actually allows you to do quite a bit of that. I couldn’t stress this enough, we’ve always joked a lot around consumer communication and contacting people, and the overlap between that and effective marketing.

Boris Grinshpun (34:58):

Anybody that’s really thinking about this should actually think a little bit like a marketer from the standpoint that in order to get really great results, you have to be hyper-targeted and hyper-personalized. If you can achieve that, you’re messaging campaigns will really perform really, really well when they’re very personalized and very well segmented.

Boris Grinshpun (35:27):

As a recap, what did we talk a little bit about today? What have been our strategies? What are we recommending? First thing’s first, we talked about consumers already having immense want for digital channels today. Whether you use some of our statistics or others, there’s an overwhelming move in this direction. What’s also very important is that you utilize messaging channels wisely, that you’re informative, not intrusive, that you have the right tone, the right cadence, that your messages are useful, if you will. That messaging channels can also be utilized in order to help you manage inbound volume. And you can do that through a number of different ways. You can offer a lot of self service options which can overall accelerate and promote some of your digital assets but it can also provide a lot of efficiency within your contact centers.

Boris Grinshpun (36:22):

In addition, use the efficiency that messaging channels provide in order to have a better ratio of conversations that a single agent can have, monitor those conversations by being able to discern the text but also utilize some of our tools like screen capture, and bring all of these experiences together to further enhance and speed up conversations that are happening today, and utilize these to create hyper-targeted campaigns. Jason, I don’t know if you want to add anything to this. I know you folks have done quite a bit of work on this side helping our customers get up and going.

Jason Queener (37:01):

Yeah. No, Boris, this was all great stuff. And really, the one overarching message for all of this is, we’re seeing more and more often that your customers want this to happen. They prefer this channel many times. They want to supplement … Look, we all know that voice conversations are here forever but there are times where you’re going to have opportunities presented to you that allow your customer to check or SMS with you. Now the nice thing about this is, as Boris went through it is, you’re then capturing the customer’s consent to continue that channel of communication going forward. You’ve got yourself an opportunity based on the customer’s engagement to give them things like payment reminders or payment plan reminders or just a balance update. Simple things like that that makes that customer’s experience with your organization much, much stronger.

Jason Queener (37:51):

On the next slide here real quick, I know we’re running a little short on time but before I get to the questions I want to just remind everybody of the next three Wednesday’s webinar topics. The first is Using Quality Management Tools to Enhance Compliance and Accelerate Work From Home Performance. This one’s obviously a really big deal with our agents not sitting six, 10 feet across from us. We’re miles potentially away helping to still manage their compliance and quality. On the 3rd we’ll talk about self service strategies to manage your inbound traffic. And on June 10, we’ll talk about strengthening compliance and optimizing the customer experience with speech analytics.

Jason Queener (38:30):

Now, there were a couple questions that came in. First question, Boris, I’m going to let you take this one. The question was, can an agent handle text message conversations and voice conversations at the same time?

Boris Grinshpun (38:45):

Yeah. Nothing prohibits it technically, Jason, but I would strongly advise against that. Where we see a greater level of success is really segmenting those conversations or segmenting the pools of agents into folks that are focused on either SMS or on voice. I don’t know about you Jason but I would probably have a very, very hard time typing and talking at the same time to two different people. If anybody’s tried that and has had success, hats off to you. When we run an operation center, we haven’t found great amounts of success with that. In addition to that, I get a little bit of a question of, well, I may not receive a lot of SMS responses back, could I have people jump in and out of the SMS cue? And well I [inaudible 00:39:35] that out, I also wouldn’t necessarily recommend that. And the reason why I wouldn’t recommend that is really because then you’re losing the proficiency of having the SMS response agent have multiple conversations at the same time.

Boris Grinshpun (39:50):

If somebody has to sit there and wait for the consumer to respond between every single message going back and forth, you’re probably not going to be happy with your operational results. If you’re starting to just dip your toe, I would start off with maybe an agent or two from an SMS response standpoint and work your way into it versus having people bounce back and forth.

Jason Queener (40:17):

Yeah, that makes sense. I would agree with that. The other question was, can you front end SMS responses with pre-loaded answers? Basically, the customercustomer says stop calling me, or whatever, can you use an automated bot to answer that question?

Boris Grinshpun (40:35):

Yeah, absolutely. There’s a couple of things that exist already within the platform today. One of them is the ability to look out for keywords and automatically respond to those consumers. So if somebody says, hey, I’d like to pay, you can automatically respond with a link and direct the consumer there. There’s another keyword that people are responding with. You can utilize that to create automatic responsesresponse. We also allow clients essentially to integrate their own virtual agent robot experience. I know some clients have brought in the notion of utilizing Google in order to do that. It works really, really well from a messaging channel perspective. If you want to get more sophisticated, we can support that for you. If you want to go down the simple keyboard answer standpoint, we can do that as well. It really depends on your business use case but both of those make sense for the entire consumer-driven … Clients should think a little bit about that.

Boris Grinshpun (41:45):

I would also say, Jason, for a lot of clients that are new to this, I would do the crawl, walk, run piece. I would first identify what responses you’re getting from consumers. Any one of those responses can be automated to further lightenfurther to lighten the load for your agents. I wouldn’t jump in with use cases that you think may happen, I would first help identify the use cases that are truly already happening and start to whittle those down and alleviate those [inaudible 00:42:19].

Jason Queener (42:19):

Right. I appreciate it. Look, Boris, I appreciate your time today. A little housekeeping for everyone before we let you go. Lindsay will be distributing this deck to all registrants. There are someis some use cases, some additional documentation attached that you can download via PDF. You can also register from the links that were on the previous slide. If you have additional questions or you want to follow up, by all means, reach out to your account team or again, and we can get you a business review scheduled. With that Lindsay, I’ll give it back to you but I want to just thank everybody for their time today.

Lindsay (43:01):

Great. Thanks Jason. Thanks Boris. Great information today. Just like Jason said, we will be sending out an email with the assets as well as the recording to this presentation so feel free to share with your colleagues. And with that, we hope you’ll join us next week on our webinar on how our quality management tools are helping accelerate your work from home performance. And with that, I hope everyone has a great day. Thank you so much for joining.

About LiveVox

LiveVox is a next-generation contact center platform that powers more than 14 Billion interactions a year. We seamlessly integrate omnichannel communications, CRM, and WFO capabilities to deliver an exceptional agent and customer experience, while reducing compliance risk.  Our reliable, easy-to-use technology enables effective engagement strategies on communication channels of choice to drive performance in your contact center. Our battle-tested risk mitigation and security tools help clients maximize their potential in an ever-changing business environment.  With 20 years of pure cloud expertise LiveVox is at the forefront of cloud contact center innovation. Our more than 450 global employees are headquartered in San Francisco; with offices in Atlanta, Denver, New York City, St. Louis, Medellin, Colombia, and Bangalore, India.



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