Innovation  |  Competition  |  Brand Power  |  Promoter Customers  |  Agile Business  |  Momentum  |  Aligned Team  |  Leadership  |  Customer Centricity
Opinion CX on Mobile

When New Technology is Seamlessly Innovative

From Heywire Business:

HeyWire Business, the leading enterprise mobile messaging cloud service, today announced it has launched LiveText on the Salesforce AppExchange, empowering businesses to connect with their customers in a whole new mobile-centric way. LiveText adds text to existing customer support numbers – including 1-800 numbers – enabling customers to have support conversations via text message with agents using the Salesforce Service Cloud.

Our Editors Dig a Bit Deeper -- Opinion below:

Every once in a while, an innovative new solution come along that delivers amazing new value — and yet seems to barely cause a ripple in the existing business processes of companies.

The latest one we’ve seen is Heywire’s LiveText Customer Support Platform. Fully integrated with Salesforce Service Cloud, it allows customers to seek support via SMS to the primary customer service phone number they normally use to contact a company. On the surface it seems innocuous, but think about it for a minute:  the same toll free phone number.

For companies with 1000’s of customers, getting them all to use a different phone number (mobile) for sending text inquiries is a big undertaking. I don’t know about you, but I know the 10 or so toll free numbers for the airlines, e-commerce, retail and other companies that I deal with all the time — off by heart. And I don’t want to have to learn a new one, especially if I need the old one still for voice support.

Seamless for the company too

With a fully integrated solution that resided right inside the Salesforce platform, it’s seamless for the company’s support team too. Any concerns about SMS being an isolated platform with big requirements for manual entry are wiped out — with the data seamlessly flowing from the SMS support application to the established Salesforce Service Cloud backend.

Now you see what we mean about no ripple in the operations pond — unless you mean creating a powerful new channel for support. Check it out at:

http://heywirebusiness.com/livetext/

Oct 30, 2014 | Original Link
34 shares
LATEST ARTICLES exclusive

Are You Using These 5 Approaches to Greater Business Agility?

3 Ways to Innovate the Customer Support Side of Your Business

Going From Good to Great on Customer Centricity: 4 Ways Companies are Creating Real Advantage

Using Customer Centric Strategies to Build Business Momentum


MORE ARTICLES

EXPLORE MORE
Article CX Strategy

It's impossible for companies to focus on the 'easy' market segments (ie. non millenials) and get comfortable with a less than competitive product or service offering. 

theEdit NEWSLETTER latest issues
LATEST ARTICLES strategy, insights, examples
Article CX on Social

The price is very high for falling behind when there’s an evolution going on — it can be extraordinarily bad for your brand.

Connect to Customer Excellence Magazine
 
Different social platforms ...
varied experiences.

Get a wide perspective on
Loyalty | CX | Rewards | Mobile | Gamification | Omnichannel | VOC
LATEST OPINIONS from our editors

Achieving customer satisfaction has never been more complicated -- with so many generations of customers (Boomers and Gen X, Y and Z).  Throw in a multitude of communications platforms and the problem gets even more complex.

  © 2010-2017 Ideal Path. All rights reserved.