Contact centre technology specialist Sabio has extended its Network Services portfolio with the addition of comprehensive hosted SMS messaging capabilities.
With SMS proving an increasingly effective engagement channel for organisations of all sizes, Sabio will work with customers across the UK and internationally to not only support volume business messaging but also provide the essential services to ensure that both inbound and outbound SMS channels can operate successfully as part of an integrated customer journey.
Context-aware SMS messaging can prove invaluable in delivering pro-active support for customers at key touch points in their engagement – saving them from having to contact organisations directly, and unlocking significant operational savings for businesses by deflecting demand from already busy contact centres.
Outbound interactions where SMS messaging can add real value include customer confirmation messages, reservation reminders, dispatch alerts, delivery confirmations, delay alerts, or critical calls to action where service plan limits are about to be breached.
Similarly, inbound messaging can be used to gather customer feedback using SMS surveys, allow customers to change delivery times, communicate with staff if there have been changes in shifts, confirm patient appointments or resolve customer issues quickly and efficiently.
“Research shows that 90% of all text messages are read within three minutes of being received and, with 9 out of 10 people now carrying their mobile phones with them at all times, it’s clear that SMS can be an extremely effective channel for when organisations really need to reach out to their customers” commented Sabio Director, Adam Faulkner.
“However SMS messaging works best as part of an integrated engagement strategy, particularly as the majority of customers are now using three or more channels to engage with organisations. That’s why at Sabio we support our customers outbound and inbound SMS messaging requirements with an in-depth services wrap that ranges from initial analysis exercises to identify specific instances of caller frustration, right through to integration with core customer engagement platforms.”
Central to the Sabio approach is the need to simplify things for customers by making SMS messaging available only for those stages of a process where customer engagement can be improved – for example by providing customers with status updates in order to pre-empt calls, or by using SMS links to share links to more in-depth information. In addition to supporting UK and international SMS deployments, Sabio also offers volume SMS engagement on a PAYG basis, so organisations can carefully assess the cost effectiveness of their messaging activities.
Sabio Network Services offers a high quality end-to-end hosted service, unlocking real benefits to organisations by both reducing overall expenditure on access lines and infrastructure, as well as providing a SIP platform on which to build efficient and effective integrated applications and solutions. From the customer perspective, engaging with Sabio and Sabio Network Services provides a single source for all their next generation contact centre communications technology requirements.
Photograph Caption: “With 9 out of 10 people now carrying their mobiles with them all the time, it’s clear that SMS can be an extremely effective channel for when organisations really need to reach out to their customers” – Adam Faulkner, Director, Sabio