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Interactive Text Response

Research studies conducted by multiple organizations continue to validate a desire for customers to utilize self-service. Customers prefer to resolve an issue with the least amount of effort and be guided to the most effective channel. SMS, or texting, provides a vehicle in which you can guide your customers to the most effective self-service channel to resolve any issue immediately. Thus, Interactive Text Response, or ITR, is a next generation technology solution that provides a cost effective, secure two-way communication with your customers that has the potential to dramatically alter the self-service landscape.

Improve Customer Experience

DRIVE REVENUE GROWTH

  • Offloads routine inquiries from Customer Service Representatives so they can focus on revenue generating transactions
  • Guides customers to this channel to improve self-service utilization from your IVR, mobile, and web presence
  • Combines customer service transactions with marketing initiative

Reduce Operating Costs

IMPLEMENTATION

Implementing Interactive Text Response solutions allow appointment notifications that support scheduling improve missed appointments by as much as 50%, driving increased revenue and lowering operational costs. Similarly, past due notifications allow customers to utilize pay-by-phone, mobile, or text to bring an account current, avoiding costly collections expenses. All traditional notification only messages evolve into interactive engagements with your customers – allowing your customers to take action on the text notification through either interactive texting or use-case specific mobile applications. You will also be able to send a link to a use-case specific mobile application for tracking the status of an order, claim, or support ticket.

RESOURCES

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ARE YOU READY FOR THE NEXT GENERATION OF CUSTOMER COMMUNICATION?

Download our checklist - The Top 10 Features Your Proactive Notification System Needs to Have - to learn:

  • How to identify and anticipate customer issues
  • How proactive customer engagement benefits your business
  • What your proactive customer engagement strategy needs to succeed

…and more. The ability for customers to “take action” when a call, text, email or Tweet is received is more powerful than ever. Download our checklist to learn how you can implement our tips and tricks to maintain customer loyalty.