SMS Callbacks for the Enterprise!

“Your current wait time is 97 minutes”  http://www.youtube.com/watch?v=MDMkxati5DI .  What a great Allstate commercial.  Wouldn’t it also be great if, instead of having to call to find out what the wait time is, you could just “TEXT” your company and see the wait time, and, if you wanted, request a callback?

Well… now you can.  We are excited to announce our new enterprise offering - SMS-based callback requests. 

We chose to support an SMS-based front-end to our virtual queuing service because we believe that SMS is an excellent channel in which to offer callback requests.  

Here’s a few reasons why:

1.  SMS-based proactive customer care.  Companies are looking for ways to be more “proactive” with their customer care, rather than reactive.  Knowing those customers who would prefer to be contacted via SMS in the event of some customer care issue is the first step to providing the proactive customer care.  SMS-based callbacks offer the opportunity to get to know your customers in the SMS realm.

2.  SMS is not your 1-800 number.  Calls into the 1-800 are expensive.  An SMS-based front-door to your customer care environment allows for deflection to possible self-service alternatives.

3.  SMS caller-id is more reliable to use for callback.  Setting up a callback requires knowing the customer’s phone number at which to be reached.  SMS provides an almost failproof caller-id for a mobile phone which is presumably the number at which to be reached. Web and Phone-based virtual queuing requires confirmation of a callback number, whereas SMS-based virtual queuing can more safely assume it.

Learn more at http://corp.lucyphone.com