News : Bright Pattern Introduces Two-Way Messaging and SMS
Bright Pattern, the cloud-based contact center software company, introduces two way SMS text messaging to its omni-channel customer service solution, which includes e-mail, mobile, web chat, voice and video.
Text messages are a reliable and often preferred channel of communication. 64% of consumers with texting capabilities would prefer to use texting over voice as a customer service channel (US Survey Report). Text messaging is often the only way to communicate privately in public, or when multitasking.
- More approachable than e-mail: average open rate of 98 percent (versus 22 percent for email).
- Reliable and timely delivery of information: SMS text messaging systems provide sender with delivery reports and 90% of text messages are read within 90 seconds! (Report by SinglePoint)
- Coverage: roughly 91 percent of the adult world population owns a cellphone and any mobile device enables them to read a text message. (Andreesen Horowits report)
Text notifications are a dead end without a two-way reply capability. In most cases, there is no way to reply to a notification if a person has questions. Even though some notifications give people the ability to reply, in most cases it is just a set of predefined answers.
Bright Pattern’s solution provides an easy access to a live person from any notification or text messaging self-service application.
"Texting is one of the most preferred communication channels," said Konstantin Kishinsky, CEO of Bright Pattern. "Our solution helps businesses to handle 2-way business texting over SMS and allows people to communicate with customer service using social messaging apps."
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About Bright Pattern
Bright Pattern offers the next generation of cloud contact center and customer experience management solutions. Based on ServicePattern platform, architected from the ground up as a cloud-based service, Bright Pattern offers the right blend of enterprise-grade functionality, reliability, and scalability not otherwise available in the industry. For more information, visit http://www.brightpattern.com/.
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About Bright Pattern Inc:
Say goodbye to overly complex and costly contact center infrastructure. Bright Pattern offers the next generation of cloud-based contact center and customer service management solutions. With flip-the-switch activation, you can deploy in days and make changes in minutes. As a multichannel, unified full-featured end-to-end solution, the ServicePattern™ platform helps you manage the complete life cycle of customer service and economically improve customer experience.
Published: Friday, July 31, 2015