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News : In the Chat's Text Messaging Platform Delivers Customer Service on the Go
Las Vegas, NV, June 10, 2014 -- In the Chat Communications Inc., an Enterprise social media sales and service platform, announces a new product offering that enables companies to give customers the gifts of time and convenience -- text messaging customer service. Text messaging (or SMS) is positioned to quickly and change the face of customer service across industries, including hospitality, financial services/banking and retail, as well as others.
"What's the pitch on text messaging for the contact center? Ask any smartphone user if they would rather call or text a company for customer service," said John Huehn, CEO of In the Chat. "The potential for this channel is enormous. As a consumer, I can now get full customer support from anywhere without waiting on the phone, standing in a line or sitting at my computer. I can text with a hotel reservations agent from my cab, ask where to find a product as I stroll through a big box store or make a change to my cable service from the train or bus."
According to Huehn, "Text messaging and social media grew in popularity around the same time. Businesses felt an urgency to get on social media because it was public. Text messaging, however, is actually more pervasive than social media today and provides the more private, accessible experience that many customers prefer for their service inquiries. We wanted to bring the best of both worlds to our clients, and I believe that is what we have achieved today."
Posted by Veronica Silva Cusi, news correspondent
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About In the Chat Communications:
ITC provides companies with unique social insights and a more effective way to connect with customers. Its software as a service (SaaS) is easy to use, fast to deploy and simple to customize and integrate into any existing CRM system. ITC’s leading-edge, text-mining and filtering capabilities provide a granular level of social intelligence that enables better decision making, uncovers new revenue opportunities and allows quicker resolution of customer problems.
Published: Wednesday, June 11, 2014