Impact Mobile supports a number of small and medium sized contact centers with text-based Chat solutions. The solution is easy and intuitive for customers, and agents are able to conduct multiple conversations at the same time. Versus voice calls, SMS is an extremely cost effective solution.
Surveys are one of the simplest and most effective engagement strategies for SMS. The ease of use for end-customers results in surprisingly high response rates, providing invaluable feedback.
One of the biggest use-cases for Impact Mobile are contact centers conducting post-call follow-up. The contact center submits the mobile number along with metadata including the agent, business group, question type, call length, etc. This triggers Impact Mobile to conduct the survey, and allows Impact Mobile to provide detailed reporting and analysis of the survey results related to the call details. See Mobile Engagement for more info.
Field Service Appointment Alerts
Many Impact Mobile clients leverage the immediacy of SMS alerts to notify customers when technicians will arrive. The business value rises exponentially when services like appointment scheduling, and appointment changes & cancellations are implemented. In many cases, a 2-way automated service can be engaged to solve the immediate issue, all the while providing the option to exit and text-chat with an agent. See Mobile Engagement for more info.
Impact Mobile’s aggregation services can make sense if, for example, SMS needs to be added as a communication channel for an existing support service or platform, even for simple use-cases like 2 factor authentication to another system.
Advanced Support Workflows and Channels
Increase the pace of customer service automation by integrating two-way digital and mobile messaging channels alongside your existing contact centre systems. With channels like Facebook Messenger, SMS and Twitter DM acting as a new gateway to the contact centre, AI-assistants and NLP powered chatbots work together to enable self-service. Automate support tasks such as FAQs and increase engagement that proactively reduces inbound calls. Click here for more…