Text Messaging for Customer Service and Sales
Text To Existing Business Numbers, Chat With Online Visitors, Engage Digitally with Your Mobile and Online Customers
Text To Existing Business Numbers, Chat With Online Visitors, Engage Digitally with Your Mobile and Online Customers
Use Message Exchange’s open cloud platform for text and digital messaging to connect people and businesses at scale. Customers can send texts to business and your teams can respond from desktop or mobile devices.
We are all texting with friends and family, why not businesses?
It is inconvenient and takes too much time
Email is not interactive, customers want help now!
Consumers Can Message A Business From Where Ever They Are - from Web Sites, Mobile Phones Or Messaging Apps. Business Of All Sizes Can Service Customers for their pre & post sales questions and Proactively Reach Out to them. It Works from the Cloud With All Your Existing Systems, No New Hardware Is Needed, No Software To Download
Message Exchange provides all the features businesses need to leverage the simplicity of text communications with customers. It is your “phone system” for texting.
Easy to setup; enable texting to/from your landline numbers. Then login to the cloud app and message
Designed for enterprises, provides features required for business –large and small
Customize how incoming messages are directed to multiple users and teams
Integrated chatting for your on-line customers and other messaging channels
No need to change, add messaging to your existing operations, works with major CRMs
Includes specialized messaging features for your different business functions
When talking is more effective, start concurrent voice call with a click
Monitor agents and teams and provide coaching to improve performance
Use live dashboards and historical reports for operational insights
And Text-Enable Your Entire Business
Customers want to communicate using messaging. . We make it easy to make your business accessible via texting– use your existing local and 800 numbers (or get new SMS numbers), no hardware or software is needed. Sign up, login and text!
Make Your Business and Customers More Productive
No more dial, ring, wait for answer and please hold! Customers can just sending a message. And you can text right back.
You Can Message From Any Desktop Or Tablet From Anywhere
Get popup notification of new text and just type to reply. Have multiple parallel conversations, use productivity tools like shortcuts and send documents. Use your existing business number to send and receive messages, your personal mobile phone is not used.
Separate Business from Personal Texting
Enable sync with Spark Messaging and use the Spark iPhone and Andriod apps to receive and send business related messages.
Get a popup, select canned response, customer service done!
Minimize repeated typing – use shortcuts, knowledgebase and saved documents
Send text notifications; add reply capability to all your notifications
Easily create and schedule outbound text notifications. Keep customers engaged with satisfaction surveys, special offers, reminders, etc. Respond to customer replies in real-time.
Push personalized to the right prospects at the right time
Segment customers using filters and start a sales campaign by sending offers/specials and attached flyers. 98% of consumers view and open text messages.
For both your business and customers, it is faster and more convenient to text. With conversational messaging customer get answers instantly and you can connect and get response faster. Agent can handle multiple chat conversations
Less than 10% of emails are opened, while 98% of text messages are read. Where would you rather be?
Instantly send over brochures, invoices and photos
Close more sales, serve more effective by sending documents and videos to your customers. All materials are stored in the cloud.
Website visitors can click to start a text conversation
Make it easy for consumers to connect with a click-to-text button on your website.
Consumers prefer texting to calling. Access more customers by letting them text your existing numbers
Texting is more efficient and less time consuming. Integrate messaging in your business processes
Move business communications away from personal devices. Capture and save all transactions
Consumers can quickly ask and resolve issues. Messages at their convenience
85% of consumers text daily Let them use their preferred channel of communication
Everyone can text from their mobile phones. No download required
Customers Spend More Money If You Chat With Them
Online visitors are looking to purchase or get service. Step in with proactive chat to help close the deal or give them fast customer service.
Its easy to setup web-chatting for your website
Select your chat customization, copy the installation code and then paste it into your web site. That is all you need to do!v
Monitor the website visitors and the pages viewing
Segment visitors into prospects, customers and visitors. See who has requested chat and those that are in the chat session. Monitor page views and use triggers to push messages to visitors.
Make it fit your website colors and themes
Customize the buttons, select color themes for dark or light backgrounds, let visitors know when you are available.
eServeCloud lets customers chat when not on your website. Start chat from any media where the customer sees your brand – including emails, online ads, social platforms etc. Customers just click to chat For mobile devices you can embed the Click-to-Text button.
Expand your availability by letting your customers launch chat from anywhere, their email, on-line ads and social media. Embed a link in a button and publish it
Start a Chat with Customers even if they are not online.
Consumers prefer real-time texting to email and calls. Send them an invitation to click and chat.
Bring the ease of one-click chat to your customer from everywhere
Engage across all touchpoints, generate new leads, increase sales
Deflect calls to chat Reduce costs
Online shoppers need help in closing a purchase. Offer to help and close the deal
Automatically offer contextual information and upsell opportunities to increase the dollar value of the sale
Send targeted messages based on online behavior and automatically reach out to help customer make a purchase
Be like a salesperson in a highend store, add the personal touch with greetings, know the customer history and become an online salesperson
Monitor customer behavior in real-time
Capture customer journey through your website, add qualifying visitors as leads. Automatically update customer records from entered data.
Use Custom Rules to push messages to prospects
Reach out to customers, offer them content and help to complete purchase. Increase conversation rates and order values by chatting with them.
Never miss a customer
Connect with your online prospects based on their to your buisness
Never miss a customer
Use the business hours setting and allow your customers to leave messages, ask questions for you to follow up the next day.
Connect online prospects to customers by connecting in seconds
Calling a lead within 60 seconds increases the close probability by over 300%. When prospects express interest by filling forms, call the hot leads instantly and increase your sales
Chat helps cart abandonment increase average amounts
Multi-task with multiple customers, Send info in real-time
Lower cost per interaction. Deflect from calls/email
Bring the ease of one-click chat to your customer from everywhere
Engage customers stuck on website. Get targeted messages
Service immediately available instant access without hold times
Supporting multiple locations, teams, unlimited users
To be more effective when connected to customer
With transfer/conferencing, group texting and presence to work together
Using queuing and routing rules, customer conversations are managed as in contact centers
To handle large volumes of message transactions – inbound and outbound
Providing tools to track and measure individual and team performance
All interactions are captured, rated and saved with each customer. Data is encrypted and access is controlled
Integrations, Open APIs and configurability to adapt it for your needs
Make your message conversation more productive using these integrated tools
Save frequently used phrases and sentences for reuse. Select shortcut to send the text
Personalize the conversations by sending emojis to the customers
Know if your message was successfully delivered. Use other channels upon failure
Popup desktop notifications with beeps let you know when you have messages waiting
Each business user can have multiple concurrent chat sessions active
Tag text conversations with custom disposition codes. Reports and real-time views let you track these in detail
Upload frequently used documents, videos and images to send with a click
Click on number to start text conversation. Start a parallel voice call or an AnyChat session
Use Mobile Apps when not at desktop. Get new message notifications and respond, view conversation histories
Business have teams of users; advanced messaging features enable team collaboration
Bring additional parties into the text conversation to get assistance from team
When another colleague has the right skills, transfer the conversation to them
Internal directory and team window display enterprise resources with click to call/chat access
Collaborate by keeping all team members up to date with updates. Broadcast message to team to get help quickly
Conversations can be handled from within Cisco Spark apps. View and converse from any location
View all active team chats and take over conversations that are pending
Managers need actionable KPIs and conversation visibility
Use graphical tools to customize the experience for a new conversation; route to best skilled agent
Messages are treated as conversation sessions and queued, routed, transferred/conference and managed as in a contact center
Know the agent performances by viewing current conversations, details of all activities performed and conversations handling statistics
View the number of waiting customers, averages of performance statistics all in real-time. Get visual alerts and automatic notifications when issues arise
Monitor conversations, advice in real-time or take over conversations as needed. Use these tools to improve agent performance and faster on-boarding of new talent
Understand key metrics and historical performance using built-in reports. Use filters and specify date ranges to get the desired performance data
Software designed to help make your messaging communication more productive
Business specifies rules for which agent should get the customer conversation
Send messages to the business user that is in this conversation
Determine what the customer wants using Interactive Message Response
Route to available agent or team that has worked with this customer before
Administrators can route messages to users based on the skills required
Configure keywords and text responses for automated query handling
Users can set their availability status
Users let the system know if they are available, busy or on break. The system and other business users then know which agents are available at any particular time
Shift Incoming Callers To Messaging - Callers Can Start Texting Instead Of Waiting
Give your callers an option to receive a chat invite when they are waiting for service. They can click and immediately start texting with your team members
While on Chat, click to start a voice call
Sometimes you need to talk, click on the call button and immediately start a concurrent voice call to the customer. Now you have both voice call and can send/request information over the text channel
PRODUCTIVITY THROUGH MESSAGING
Instantly send over brochures, invoices and photos
Close more sales, serve more effective by sending documents and videos to your customers. All materials are stored in the cloud
Setup a channel, Add in Contacts, Everyone Sends to All
Powerful team communication tool for sharing information, keep everyone in sync and up-to-date
Consumers Can Message A Business From Where Ever They Are On Web Sites, Mobile Phones Or Messaging Apps And Business Of All Sizes Can Serve Them and Also Reach Out to Customers. All You need Is To Sign-On To The Message Exchange Cloud. It Works With All Your Existing Systems, No New Hardware Is Needed, No Software To Download.
Cloud Customer Relations Management
Maintain detailed customer information, automatically create records for new messages or web visitors
Associate customers with their organizations and maintain organizational account details
Import information about your employees to allow for quick click to call and message
Save all customer related activities with the their record and provide the transaction history for the current conversation
Click to call and message customers with the integrated messaging and calling services
Import contact and customer data. Use the open APIs to automatically synchronize with external systems
Personalize Every Call With Enhanced Contextual Information
Get automatic popup of contact information before each call. And view your prospect details -- conversations, deals, all interactions with the prospect, account notes entered by reps and the schedule of actions
Chat helps cart abandonment, Increase average amounts
Multi-task with multiple customers, Send info in real-time
Lower cost per interaction, Deflect from calls/email
Bring the ease of one-click chat to your customer from everywhere
Engage customers stuck on website, Get targeted messages
Service immediately available instant access without hold times
Work within your apps, extend messaging to where your customers are
Let Them Easily Chat With A Click
Add a prompt in your IVR to give callers option to Text instead of waiting in queue. Lower call volume and reduce costs
Present chat buttons and popup messages for visitors to get assistance via messaging
Instead of calling your customers can click to chat with directly from your email
Provide Click to Message button and get many more callbacks
Allow your customers to click to respond, help them and be rewarded. No more dead end notification
Increase clicks by adding text option; consumers prefer chatting to calls
One button/one link to add messaging from your business apps. Start conversing with your App users
Conversations and disposition settings to analyze call out come. Listen and coach live calls to improve rep skills and get better performance
Data from live dashboards, historical reports and analytics for tracking call outcomes gives you the insights to improve the sales process
eServeCloud Customer.Connect allows you to Send/Receive Messages & Lets you work within your Apps
Text & Call without leaving your Work Apps
Light weight, free standing and easy to use Chrome App. Starts instantly in seconds to let you text, chat, call and enter notes
Get popup notifications of incoming calls and messages, click on your contact numbers to start a conversation
Record the result of the conversation from pulldown list of disposition codes
Log conversations and notes directly in to the customer record of your CRM
Supports major CRM packages
A comprehensive Customer Engagement solution for Spark
Message Exchange leverages Cisco Spark media endpoints so you can receive customer calls on your Spark device, Exchange Chat & Text Messages and get alerts
Make Cisco Spark an eServeCloud endpoint. Receive your customer call on your Spark device. Receive and send text messages to your customers from Spark Spaces
Supervisors can get Spark alert and warning messages for the operating conditions of your team workflows
Select Agents or Teams and send Spark Notification Messages directly from within Message Exchange. Agents will receive the notifications on any of their Spark devices
Invite Spark members to join in to the Customer Conversation and provide assistance. Spark Spaces with Invitees are created to allow internal consultations
Send Spark messages of encouragements and guidance while monitoring calls in the supervisory dashboard
Click-to-Call commerce” is worth more than $1 trillion today, with $6B spent paid search click-to-call advertisement 07/2015 BIA/Kelsey
Open platform with robust set of APIs to allow you to integrate with your internal solutions
Chat helps cart abandonment increase average amounts
Multi-task with multiple customers, Send info in real-time
Lower cost per interaction. Deflect from calls/email
Bring the ease of one-click chat to your customer from everywhere
Engage customers stuck on website. Get targeted messages
Service immediately available instant access without hold times
Get detailed contextual information for every customer conversation
Use data for actionable insights using real-time KPIs, trend charts and historical reports
Monitor conversations and coach via calls or chat. Improve agent and team performance
View recent customer activity, notes and open action items.
Provide better service and get insights to upsell.
Use disposition reports to get insights into types of message conversations and whether they concluded successfully.
Get feedback on service levels
Enable chat surveys to gather feedback from your customers, integrate returns into the customer handling records and analyse in reports.
Maximize Performance With Real-Time Insights, Analytics And Reports. Get Alerts For Deviations
Get your agents the customer history when they call, text or email
Review team and agent performance and know which workflows need improvement
Get real time insights on your entire operation and take needed actions
View live data for queue size, wait times, and service levels from a single screen
Get visual indication of warning state and alarm conditions
Set up notifications to text you.
Get historical operating data over selectable intervals and parameters
Give your teams actionable insight to help them improve performance
Live Trend Reports display performance in half-hourly intervals
Give your teams and management actionable insight to help them improve performance
Coaching is a crucial component of improving team performance and customer satisfaction
Use the real-time views of work in progress, view to text conversations and jump in to coach the reps. You have the all the conversations and data to coach all members and create an effective A-team
Chat helps cart abandonment, Increase average amounts
Multi-task with multiple customers, Send info in real-time
Lower cost per interaction, Deflect from calls/email
Bring the ease of one-click chat to your customer from everywhere
Engage customers stuck on website, Get targeted messages
Service immediately available instant access without hold times