Meet expectations with SMS customer service

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Make customer experiences easy with text messaging

Overcome low response rates

Drive customer engagement with SMS communications. Proven to have higher response rates, you can connect in seamless, convenient ways to drive business results.

Say goodbye to busy tones

High call volumes can negatively affect your customer and employee experiences. Divert some of those calls to text — while still delivering the same high-quality support.

Make every interaction personal

Communicate with customers in a memorable, personable way. By using friendly emojis, you can enhance routine interactions and improve customer experiences — every time.

Take advantage of leading SMS customer messaging software

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Inbound SMS

Make it easy for customers to have rich conversations with your brand. Easily enable your agents to receive .jpg, .gif and .png files from inbound customer interactions.

Outbound SMS

Drive the effectiveness of your customer communications with SMS. Keep customers updated on everything from sales promotions to school closures and emergency notifications.

SMS routing

Route SMS messages based on agent schedules, skill sets and other variables. Or, use data from the message to ensure the interaction reaches the right agent.

Seamless agent experience

Enable your agents to manage all channels in one interface. Provide context to ensure every SMS interaction delivers a personalised customer experience.

24/7 availability

Give your customers the ability to reach out and respond whenever it’s best for them. And let your agents pick up the conversation in a timely, convenient manner.

Global reach

Your customers are diverse — and your SMS service should feel familiar. Use SMS phone numbers that feel familiar to your audience to improve their experiences.

Quality monitoring

Record every SMS interaction for effective quality monitoring. Use the data to coach agents to provide better customer support for future forecasting and scheduling decisions.

Reporting and analytics

SMS channel data is routed directly into analytics and reporting dashboards. Access it at a moment’s notice, giving your admins the tools they need to make adjustments and achieve results.

Voice of the Customer (VOC)

Understand customers’ concerns and expectations. Leverage text analytics and digital conversations to identify contact purpose, trends and agent best practices.

Create consistent agent and customer interactions with SMS

Customers expect high-quality experiences every time they interact with your business. With Genesys, you can meet customers on the devices they use most often — their cell phones. Provide reliable, personalised experiences, even when contacted via text message. And, with all channels in one place, you can consolidate analytics and reporting — driving better business results over time.

Man using phone

83%

of customers now expect immediate engagement when they contact a company

State of the Connected Customer, Salesforce, 4th Edition

Get in touch — easily

Texting is a natural part of customers’ lives. When you offer SMS customer service, you elevate your brand’s intimacy and reduce the effort to get support. You can solve issues without adding to your voice call volume. And you can improve agent productivity by allowing agents to handle more than one SMS interaction at a time.

Create seamless customer experiences

Using a unified interface, your agents can manage customers’ text messages — along with all other digital, chat and email interactions. Your agents will have context to continue previous SMS conversations and offer more personalised customer experiences.

Support customers all day, every day

With text messaging, customers can reach out and respond when they want, and still get the same great service. Your agents can pick up the conversation at a moment’s notice. No matter the time of day or day of the year, they can provide accessible text-based support.

Ensure every interaction is exceptional

No matter which agent customers connect with, they should receive consistent support. Recording every SMS interaction means you can assign them in quality evaluations. Use this data for future forecasting and scheduling — ensuring support is always in place.

Get the SMS analytics and insights you need

See historical and real-time performance for SMS and all your other communication channels. Give admins visibility into channel performance at any time. Easily configure and manage alerts for SMS interactions when a particular metric is outside of defined thresholds.

We knew that Genesys was already one step ahead of other vendors for digital engagement — SMS, email and chat. It became clear the learning curve for my team would take longer with other vendors than it would with Genesys. We are very satisfied with all the Genesys solutions we’re using.

— Martin Marois, Senior Manager, IT for Contact Centre Technologies, Vidéotron

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Mq ccaas 2023
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2023 Gartner® Magic Quadrant™ for Contact Centre as a Service

Genesys named a Leader
– and positioned highest in Execution

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With the Genesys Cloud CXâ„¢ platform, you can connect with customers on their favorite messaging channels. Keep pace with new channels and shifting customer preferences with our continuous innovation approach.

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Genesys makes text messaging easy

Tap the power of messaging for customer care, marketing and payment processing. See how our customer messaging system makes it easy to incorporate SMS into your customer journey. You’ll be reaching customers in real time, in no time — all while increasing customer satisfaction and boosting revenue. Request your demo today.

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About Genesys

Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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