PRESS RELEASE: HeyWire®, a leading enterprise text messaging service provider, today announced that NCR Small Business recently selected HeyWire LiveText™ for conversational texting for customer engagement.
NCR Small Business offers a tablet point-of-sale (POS) and business-management system, NCR Silver™. The HeyWire solution enables NCR Silver customers to text into the existing support number for SMS conversations. Customer adoption is expected to approach 20 percent of all inbound inquires, which will reduce operating costs in the NCR Silver contact center.
The HeyWire LiveText Agent app enables NCR Silver contact centers for 2-way conversational SMS texting via their existing, branded toll-free phone numbers so customers can text with support agents for sales or service assistance.
“Small business owners need a higher level of service because of the many demands they are facing when running their operations,” said Douglas Jones, NCR Silver Customer Care director. “HeyWire provides our customers with another channel for us to provide better, more immediate assistance, which our customers greatly appreciate.”
In the coming months, HeyWire LiveText will replace inbound calls and also Web chat as the preferred support inquiry method.
“Contact center leaders are quickly realizing that texting is the preferred channel for mobile consumers, providing personalized messaging conversations anytime, anywhere,” said Meredith Flynn-Ripley, CEO of HeyWire. “NCR Silver has shown that the business too can benefit from lower operating costs and migration from higher-cost channels like calls, or less mobile-friendly channels like Web chat.”
HeyWire LiveText Agent app is available now for leading contact center solutions. HeyWire also offers the HeyWire LiveText Business Messenger, empowering mobile sales and service professionals or small business users to connect with prospects, customers and partners with text messaging.