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Choose a channel that combines unmatched open rates with universal accessibility, demonstrating the ongoing benefits of SMS in modern customer service.
Use text messaging to make interactions with your contact centre more spontaneous and provide quick answers whatever the situation.
Leverage omnichannel data to enrich SMS conversations and engage using best SMS customer service practices.
Give your contact centre agents access to a channel known for driving customer satisfaction, retention, and loyalty by utilising SMS support solutions.
Leverage technology for SMS customer engagement, using digital channel tools to help your contact centre agents deliver rewarding customer experiences.
Handle complex tasks without making customers change channels, by addressing the challenges of integrating SMS into existing customer service channels.
Optimise this core channel, preferred by customers for an increasingly complex spectrum of contexts.
Provide precise, personalised replies for highly efficient and accurate asynchronous customer care.
Manage fast-paced, high-visibility conversations and rapidly route customers to the help they need.
Engage customers using familiar interfaces, rich content and convenient asynchronous conversations.
Leverage a face-to-face channel to connect, collaborate and visualise problems remotely.
Be present and offer real-time agent-led or AI support at key moments in your customer’s journey.
Contact centre SMS remains an important channel due to its unparalleled reach, immediacy, and effectiveness in engaging customers on a device they frequently use. Although most phones are smartphones, not all are, and this is still a high-trust and well-established channel. Furthermore, with speech-to-text capabilities on many phones, the customer effort on this channel is reducing. SMS also provides a great high-visibility way to provide confirmation notices post-interaction on other channels and alerts to encourage customers to check in-app or customer portal notifications.
Utilising SMS in a contact centre setting enhances customer service efficiency through several key mechanisms. Firstly, SMS enables rapid, asynchronous communication, allowing customers to read and respond to messages at their convenience. Secondly, SMS is highly effective for sending reminders, confirmations, and quick updates, streamlining communication processes, and keeping customers informed in a timely manner.
Moreover, SMS can leverage automated replies and templates, to further reduce agent workload and optimise efficiency. The high visibility of SMS makes it an ideal channel for delivering confirmation notices post-interaction on other channels and alerts to check in-app or customer portal notifications. This capability enhances customer engagement and satisfaction while minimising the need for intervention on more costly channels.
Best practices for implementing SMS support include obtaining explicit customer consent, keeping messages clear and concise, ensuring timely responses, and integrating SMS into a broader omnichannel strategy for consistency across all interactions. Personalisation enhances reactive messages, while automation or editable templates balance efficiency with the human touch for proactive messages.
Measuring the success of SMS customer service interactions involves tracking several key metrics. Firstly, delivery and open rates indicate the reach and engagement of SMS messages, providing insights into the effectiveness of communication strategies. Response times measure the speed at which customers receive a reply to their messages, reflecting the level of responsiveness and efficiency of the support team.
Resolution rates assess the percentage of issues or inquiries successfully resolved through SMS, indicating the effectiveness of problem-solving processes. Additionally, customer satisfaction can be measured through follow-up surveys sent after interactions to gauge the overall experience and perception of service quality.
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