Real Time, Centralized Dashboard Enables Brands To Drive Personalized Engagement With Users To Enhance Brand Relationship
London and New York, June 1st, 2016- Conversocial (@conversocial / www.conversocial.com) the leading social customer service engagement platform, announced today that it will be rolling out new SMS channel support to integrate alongside existing social customer service channels. Conversocial’s SMS connector will allow clients to apply the most advanced social customer service tactics to SMS, using the Conversocial platform and Channel API designed to accelerate further channel support. Combining the power of social and mobile channels together along with Facebook Messenger, Converoscial has live chat coverage for every mobile customer. Conversocial offers brands access to the most comprehensive strategy when resolving customer service queries.
Conversocial has partnered with Nexmo, the leading cloud communications platform company, to build the SMS gateway to simplify the SMS integration process for companies currently offering engagement over this channel. Additionally, companies already utilizing SMS as an engagement channel can now utilize a fully integrated system that includes SMS within their wider social engagement strategy. Currently, 40% of companies have seen a call deflection rate when pivoting customers to SMS, and 23% have plans to add it this year, resulting in more than 60% of all contact centers offering SMS support by the end of 2016.