This is a pretty exciting week for us at HelpSocial! We just announced our partnership with Nexmo, the Vonage API platform. This is a big deal for a number of reasons, and a big one is that it allows us to showcase the impact of our platform with traditional communication channels.
Customers and partners have been asking us for the ability to route other channels through our platform for a while now and we are so excited to announce the beginning of this ability!
With this post, the basic questions we want to answer are these:
Why were our customers and partners asking for this? Why should anyone care that HelpSocial is now including SMS & MMS in our line of communication channels?
They’re valid questions – text messaging has been around for a while now and there are a lot of providers out there that offer access to text messaging networks. So?
Many service providers offer access to send and receive text messages via API. For communication apps with low traffic volumes, these services are fine. However, when you need the ability to handle 2-way text conversations with thousands of customers in a short time period (like after a blast of account notifications), it becomes incredibly difficult, costly, and sometimes impossible to scale the response effort to all those inbound messages. That’s why most companies don’t allow customers to reply to SMS notifications with questions. We talked about that problem and the cost-saving opportunity in this post.
HelpSocial solves the problem by enriching each inbound message with information that tells your system exactly what to do with it. Additionally, we provide a complete engagement platform giving you the means with which do whatever you need to do with the message – either in an automated fashion via our Open API or with human agents from our engagement apps.
With HelpSocial, an inbound text message is no longer just a text message. It’s a set of instructions that tell you how to help the customer as quickly as possible.
We have put together some information you can download here that goes into more detail on the product features and business outcome benefits of using HelpSocial for SMS/MMS customer engagement.
Whether you are integrating SMS into your contact center chat system or building a new communication app, involving bots or just want a stand-alone, engagement application for your agents, we can help. Contact us for more information and a live demo.