Two-Way Messaging and SMS For Effective Customer Service from Bright Pattern

PRESS RELEASE: Bright Pattern, the cloud-based contact center software company, introduces two way SMS text messaging to its omni-channel customer service solution, which today includes e-mail, mobile, web chat, voice and video.

Text messages are a reliable and often preferred channel of communication. 64% of consumers with texting capabilities would prefer to use texting over voice as a customer service channel (US Survey Report). Text messaging is often the only way to communicate privately in public, or when multitasking.

Why businesses should consider using text messaging to communicate with their customers?

More approachable than e-mail: average open rate of 98 percent versus 22 percent for email (Report by SinglePoint)

Coverage: roughly 91 percent of the adult world population owns a cellphone and any mobile device enables them to read a text message. (SinglePoint)

Reliable and timely delivery of information: SMS text messaging systems provide sender with delivery reports and 90% of text messages are read within 90 seconds! (by Andreesen Horowitz)

Text notifications are a dead end without a two-way reply capability. In most cases, there is no way to reply to a notification if a person has questions. Even though some notifications give people the ability to reply, in most cases it is just a set of predefined answers.

Bright Pattern’s solution provides an easy access to a live person from any notification or text messaging self-service application.

“Texting is one of the most preferred communication channels,” said Konstantin Kishinsky, CEO of Bright Pattern. “Our solution helps businesses to handle 2-way business texting over SMS and allows people to communicate with customer service using social messaging apps.”