Mass SMS text messages make it easier for agents to reach more customers in a shorter time span. Online platforms make this task possible.

Call center agents often use SMS software to send bulk text messages to their customers. An email to SMS gateway service is a tool that converts emails into an SMS message. This allows businesses to send customers an email and text message at once. A few examples where businesses use an email to SMS gateway service include payment reminders or appointment updates. This helps ensure that the customer gets the message.

Why businesses opt for email to SMS

The ability to send customers email and SMS messages at once is convenient for several reasons. One, customers might not always have access to their email. For urgent issues, sending a backup SMS message in addition to an email helps ensure that customers get the message. Two, email to SMS gives businesses the opportunity to interact with customers through one of the most popular channels of communication. Many customers prefer SMS over other forms of communication, such as voice. Three, It saves companies time and money by merging both outreach attempts together. Instead of having to type up emails and then separately drafting up the same text message, agents can take care of both through one platform.

In the call center, the email to SMS platform helps agents become more efficient in their outbound efforts. It provides them a way to successfully follow up with customers after a purchase, send them information about sales or promotions, or let them know about upcoming payments.

How the email to SMS gateway works

Email to SMS works by changing email text into a format compatible for an SMS or MMS message. Recipients will receive their message the same way they’d receive it coming from a phone. The gateway essentially forwards the message to a recipient’s phone. SMS messages cannot go over 160 characters. If a message is over 160 characters, it will be broken up into multiple text messages.

The benefits of email to SMS in the call center

Email to SMS solutions can be integrated into most existing call center setups. Once the feature is added, agents can send messages to customers from the same platform they always use. This provides a smooth workflow for both agents and customers. 

Email to SMS also allows for replies back. Agents can engage with customers and continue the conversation through SMS. Agents are also able to see whether a response was delivered, helping them see whether additional contact is necessary. Users can also send bulk messages through email to SMS to reach a larger audience. This saves agents time when trying to reach a large number of customers at once. By using list segmentation techniques, agents can reach target audiences through email to SMS by sending messages in bulk.  

Users can also personalize each message to provide a better experience for the customer. It can be customized not only by name, but also by other characteristics such as recent purchases or activity on an account. Most email to SMS gateway solutions also help reduce the risk of sending messages to the same number over and over. The feature is simple to use and makes it easy for agents to integrate into their already-existing workflows. 

Like other channels of communication, email to SMS provides businesses with real-time data that can provide them with more insight into customer behavior. Advanced tools such as LiveVox’s business and intelligence solutions gather data from multiple sources to provide leadership with an overview of various aspects of call center operations. It can identify keywords in SMS replies that are trending. This can help them pinpoint potential issues with their products or services. Keywords can also help reveal the reasons why customers may be constantly reaching out. This data helps guide call center leadership when making business decisions. Using that data puts the needs of the customer upfront. Businesses can leverage customer feedback to make changes to a company’s offerings. 

Setting up an email to SMS gateway is simple. Contact centers can implement the feature with relative ease and agents can begin to use it almost immediately. Agents will be able to reach customers quickly and without disruption. For sales and marketing, email to SMS is a great way to increase outbound campaign efforts while still saving time. Call center agents can follow up through email or SMS to close purchases. 

Overall, the email to SMS gateway is a valuable solution for businesses, especially call centers. Agents primary focus is to provide customers support through multiple channels. This tool allows them to reinforce their outreach efforts by sending messages through two channels at once. Consider implementing an email to SMS tool into your call center to help improve agents’ productivity and positively impact your bottom line.