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SMS Services
- Enhanced Customer Engagement
- Seamless Omnichannel Experience
- AI Integration
- Leverage Our Expertise to Deliver Results
- Increased Reach and Accessibility
- High Open and Response Rates
Simple Text
Our SMS cloud services in Genesys Cloud CX offer businesses a direct, immediate, and cost-effective communication channel that significantly enhances customer engagement and satisfaction. With high open and response rates, SMS ensures critical information reaches customers promptly, improving resolution times and overall customer experience. The seamless integration with other communication channels, such as voice, email, and web chat, provides a consistent omnichannel experience. With a SMS contact center solution, automated notifications and responses reduce agent workload, allowing for greater efficiency and focus on complex tasks. Additionally, our SMS services are compliant with various security standards, ensuring the secure handling of customer data and helping businesses meet regulatory requirements. Scalable and capable of supporting global communication with multi-language options, our SMS services enable businesses to reach and engage a broader customer base effectively. Integration with CRM systems ensures comprehensive customer interaction records, aiding personalized service and strategic decision-making.
Our Benefits
Our Benefits
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RESULTS
Leverage Our Expertise to Deliver Results
Star Telecom has been providing a wide range of SMS customer service platform applications to a variety of industries since 2002. Leverage our team’s expertise to create a solution that will delight your customers.
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ENGAGEMENT
Enhanced Customer Engagement
SMS provides a direct and immediate way to communicate with customers, leading to higher engagement rates compared to other channels such as email.
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SATISFACTION
Improved Customer Satisfaction
Your customers can text message customer service for quick and efficient communication which can resolve customer issues faster, leading to higher satisfaction and loyalty.
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COST
Cost-Effective Communication
SMS is a cost-effective communication channel, often cheaper than voice calls, especially for outbound campaigns and notifications.
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REACH
Increased Reach and Accessibility
SMS allows businesses to reach customers who may not have access to the internet or prefer not to use voice calls, ensuring broader accessibility.
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EFFECTIVE
High Open and Response Rates
SMS messages have significantly higher open and response rates compared to emails, ensuring that critical information reaches customers promptly.
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EFFICIENT
Automation and Efficiency
Automated SMS notifications and responses reduce the workload on agents, allowing them to focus on more complex interactions and improving overall efficiency.
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EFFICIENT
Analytics and Reporting
Detailed interaction data from SMS messages can be analyzed to gain insights into customer behaviour and preferences, informing business decisions and strategies.
The Features
The Features
As an SMS service provider, we can create an SMS integration with a wide variety of client applications such as CRMs, outage management systems or ticketing systems via an API.
MS can be enhanced with AI capabilities such as chatbots and automated responses to handle common queries and provide quick resolutions.
Customer service text messaging or SMS can be used alongside other interaction types such as voice, email, and web chat, providing a seamless omnichannel experience for both agents and customers.
Supports automated outbound communications, enabling businesses to send scheduled or triggered messages to customers.
Star Telecom can provide complete applications with Genesys Cloud CX, the industry’s leading contact center cloud platform, and our SMS services. Genesys SMS messaging features allow agents to receive, respond to and manage SMS long and short code messages, just like other interaction channels within Genesys Cloud CX. Examples include 2 Factor Authentication (2FA), SMS callback, outage notifications and automation of simple requests (e.g., account balance).
SMS interactions are automatically stored within the platform, allowing for in-depth analysis and reporting on customer interactions.
MS functionality is integrated with CRM systems like Salesforce, ensuring that all customer interactions are recorded and accessible in one place.
Real-time notifications and alerts can be configured to inform agents and supervisors of important SMS interactions or issues.
Ensures compliance with various security and data protection standards during SMS communications, such as PCI DSS and GDPR, for secure handling of customer data.
SMS interactions can trigger customizable workflows within the system, such as follow-up actions, status updates, or escalations based on predefined rules.
The platform supports SMS interactions in multiple languages, accommodating a global customer base.
As an SMS service provider, we can create an SMS integration with a wide variety of client applications such as CRMs, outage management systems or ticketing systems via an API.
MS can be enhanced with AI capabilities such as chatbots and automated responses to handle common queries and provide quick resolutions.
Customer service text messaging or SMS can be used alongside other interaction types such as voice, email, and web chat, providing a seamless omnichannel experience for both agents and customers.
Supports automated outbound communications, enabling businesses to send scheduled or triggered messages to customers.
Star Telecom can provide complete applications with Genesys Cloud CX, the industry’s leading contact center cloud platform, and our SMS services. Genesys SMS messaging features allow agents to receive, respond to and manage SMS long and short code messages, just like other interaction channels within Genesys Cloud CX. Examples include 2 Factor Authentication (2FA), SMS callback, outage notifications and automation of simple requests (e.g., account balance).
SMS interactions are automatically stored within the platform, allowing for in-depth analysis and reporting on customer interactions.
MS functionality is integrated with CRM systems like Salesforce, ensuring that all customer interactions are recorded and accessible in one place.
Real-time notifications and alerts can be configured to inform agents and supervisors of important SMS interactions or issues.
Ensures compliance with various security and data protection standards during SMS communications, such as PCI DSS and GDPR, for secure handling of customer data.
SMS interactions can trigger customizable workflows within the system, such as follow-up actions, status updates, or escalations based on predefined rules.
The platform supports SMS interactions in multiple languages, accommodating a global customer base.
Faq
FAQ
Use Cases:
- Marketing Campaigns: Ideal for running marketing campaigns where businesses need to send a high volume of messages to a large audience simultaneously.
- Alerts and Notifications: Used for sending time-sensitive alerts and notifications, such as appointment reminders, flight updates, or emergency alerts.
- Voting and Contests: Commonly used for voting on TV shows, participating in contests, or other interactive services.
- Two-Factor Authentication (2FA): Often used for sending authentication codes for secure logins.
Use Cases:
- Customer Support: Suitable for customer service and support interactions where conversations are more personal and occur at lower volumes.
- One-on-One Communication: Ideal for businesses that need to have direct, individual conversations with customers, such as order confirmations or customer inquiries.
- Transactional Messages: Used for sending transactional information like shipping notifications, account updates, and appointment confirmations.
- Small-Scale Marketing: Effective for small-scale marketing efforts where the volume of messages is lower, and a more personal touch is required.
Order Status Updates - Customers can receive real-time updates on the status of their orders, including confirmation, shipping, and delivery notifications.
Appointment Confirmations and Reminders - Businesses can send automated SMS reminders for upcoming appointments, reducing no-shows and ensuring customers are informed. Account Inquiries:
Customers can inquire about their account status, request balance information, or receive notifications about changes to their accounts.
Troubleshooting and Support Tickets - Customers can describe issues they are facing, receive troubleshooting steps, and track the status of their support tickets. Feedback and Surveys - Businesses can send SMS surveys to collect customer feedback, measure satisfaction, and gain insights into customer experiences.
Billing and Payment Notifications - A SMS customer service software can be used to notify customers about billing cycles, payment due dates, and confirm receipt of payments.
Promotions and Special Offers - Customers can receive information about promotions, discounts, and special offers directly to their mobile devices.
Product Information and Availability - Customers can request information about product features, availability, and receive updates on stock levels.
Service Outages and Maintenance Updates - Businesses can notify customers about scheduled maintenance, service outages, and updates on service restoration.
Personalized Assistance and Recommendations - SMS can be used to provide personalized product recommendations and assistance based on customer preferences and purchase history.
Returns and Exchanges - Customers can initiate return or exchange requests, receive instructions, and track the progress of their returns or exchanges.
Security Alerts and Account Verification - Businesses can send security alerts for suspicious account activity and verification codes for two-factor authentication to ensure account safety.
Reservation Confirmations and Changes - Customers can receive confirmations for reservations (e.g., restaurants, hotels) and updates on any changes or cancellations.
Customer Loyalty Programs - Businesses can inform customers about loyalty points, rewards, and exclusive offers through SMS, enhancing the customer loyalty experience.
Emergency Alerts and Assistance - A SMS call center software solution can be used in cases of emergencies or urgent issues, businesses can send immediate alerts to customers and provide necessary instructions or support.