If the SMS-enabled number hasn't been integrated, a customer support agent would have to manually reenter the information into the support system, running the risk of data entry errors.
If the number has been integrated into a customer support system via an SMS API, then a customer's message will be automatically logged as a service ticket either by a chatbot or directly by the system. If a current customer support number is SMS compatible, the enterprise can use the same number for automated customer support messaging and be one step closer to an omnichannel customer experience. Primarily, an enterprise needs to obtain an SMS-capable virtual phone number or shortcode and publish it on its website. The good news is using an SMS application programming interface isn't as hard as it seems. To fully enable an omnichannel customer experience, however, financial services providers need to be able to compete across any app, any device, anywhere - and that means adding an SMS API. It's Easier for SMS-Enabled Customer Supportįor many enterprise contact centers, the customer support channels of phone calls and emails are firmly established, and it might seem that adding any additional channels would be difficult. SMS communications allow for more effective service and more efficient support systems for financial service providers, minimizing misunderstandings, allowing for ease of communication, and reducing errors and costs. Chatbots can also "listen" in on the support conversation in the background, adroitly evaluating the meaning of the customer's words and retrieving appropriate responses to display on the agent's screen, minimizing the guesswork in the exchange. Of course, if chatbots don't answer queries satisfactorily or quickly enough, an algorithm will need human intervention, so keeping customer support agents in reserve to handle complex questions is a smart practice. With an SMS API integrating customer messages into the enterprise's digital services, support ticketing functions, and back-end databases, the interaction should be fully documentable, archivable, retrievable, and auditable. All correspondence can be reread for context, helping mitigate transaction processing errors. It's happened to everyone - someone misunderstands the meaning of a phone conversation and errors follow.Ī customer support chat powered by an SMS API, however, will enable the customer to put their queries in writing and the customer support agent to respond in writing as well. Regarding financial services, however, the time-honored principle to "get it in writing" bears repeating. When it comes to human communications, people generally love to talk to one another. SMS API-Powered Customer Support Reduces Errors and Costs Not only do chatbots provide a better customer experience, but they also cut down on calls to the traditional customer support line. TD Ameritrade, for example, uses a Facebook Messenger chatbot that can give customers instant updates on their portfolios and trades, according to The Ticker Tape. In addition to on-demand stock market information, TD Ameritrade's social chatbot increases customer engagement through timelier interaction because it's designed to answer questions faster than a human could. Some financial services providers have already moved into the SMS and social chat channels augmented by chatbots, which provide more convenient customer support. Consumers consider that a perfectly viable solution as long as their support ticket is completed within one hour. An automated customer support option, however, like a customer support chat session powered by an SMS API or social chat API, can be done asynchronously. According to research cited by UC Today, about two-thirds of consumers wish there were a more convenient option.Ĭustomer support calls have to be completed in real time - within five minutes for 46% of consumers - to catch the caller's active attention. In today's fast-paced world, people don't have the time to wait on hold for hours in a financial services provider's customer support phone queue.
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