Sabio helps retailers strengthen multi-channel engagement with comprehensive new SMS messaging capability
Contact centre technology specialist supports integration of UK and international SMS messaging into multi-channel strategies – unlocking operational savings for retailers, while still improving engagement
London – 2nd July 2015 – Contact centre technology specialist Sabio has extended its Network Services portfolio with the addition of comprehensive hosted SMS messaging capabilities. With SMS proving an increasingly effective engagement channel for businesses of all sizes, Sabio will work with retailers across the UK and internationally to not only support volume business messaging but also provide the essential services to ensure that both inbound and outbound SMS channels can operate successfully as part of an integrated customer journey.
Context-aware SMS messaging can prove invaluable in delivering pro-active support for customers at key touch points in their engagement – saving them from having to contact retailers directly, and unlocking significant operational savings for by deflecting demand from already busy contact centres.
Outbound interactions where SMS messaging can add real value include customer confirmation messages, reservation reminders, dispatch alerts, delivery confirmations, or delay alerts. Similarly, inbound messaging can be used to gather customer feedback using SMS surveys, allow customers to change delivery times, communicate with store staff if there have been changes in shifts, cor resolve customer issues quickly and efficiently.
“Research shows that 90% of all text messages are read within three minutes of being received and, with 9 out of 10 people now carrying their mobile phones with them at all times, it’s clear that SMS can be an extremely effective channel for when retailers really need to reach out to their customers,” commented Sabio Director, Adam Faulkner. “However SMS messaging works best as part of an integrated engagement strategy, particularly as the majority of customers are now using three or more channels to engage with organisations. That’s why at Sabio we support our customers’ outbound and inbound SMS messaging requirements with an in-depth services wrap that ranges from initial analysis exercises to identify specific instances of caller frustration, right through to integration with core customer engagement platforms.”
Central to Sabio’s approach is the need to simplify things for customers by making SMS messaging available only for those stages of a process where customer engagement can be improved – for example by providing customers with status updates in order to pre-empt calls, or by using SMS links to share links to more in-depth information. In addition to supporting UK and international SMS deployments, Sabio also offers volume SMS engagement on a PAYG basis, so retailers can carefully assess the cost effectiveness of their messaging activities.
Sabio Network Services offers a high quality end-to-end hosted service, unlocking real benefits to organisations by both reducing overall expenditure on access lines and infrastructure, as well as providing a SIP platform on which to build efficient and effective integrated applications and solutions. From the customer perspective, engaging with Sabio and Sabio Network Services provides a single source for all their next generation contact centre communications technology requirements.