How Sending Texts Using UCaaS Can Improve Customer Experience

Have you ever thought about the best ways to communicate with your customers? If you haven't seriously considered it, it's time to take a minute to consider which methods your customers are using to contact you and do your best to improve those channels of communication to keep them coming back. Are they sending you private messages on Facebook? Are they direct messaging you on Instagram? Sending or requesting text messages?

Many companies are experiencing an increase in text message interaction, so if you find that most of your customers prefer to communicate via text, you might want to spend some time getting familiar with that particular communication channel and improve it to the best of your ability so that if your agents want to know something like how to send a video through text, you'll be well-versed in how to achieve that using unified communications as a service (UCaaS) solution. But before we dive in, let's start by defining what a UCaaS solution is and what it's traditionally used for.

What is UCaaS?

UCaaS is a type of cloud service used for enterprise communications. It offers collaboration and communication applications and services, according to Tech Target. UCaaS provides users with solutions for video conferencing, enterprise messaging, online meetings, telephony, presence technology, and team collaboration. Some UCaaS providers offer additional services like contact center capabilities, interactive voice response, customer relationship management (CRM) integrations, auto-attendant, and call routing. UCaaS can help integrate multiple communications methods into a single platform using one provider.

Types of UCaaS

Single-Tenancy. The single-tenancy design is a bit more expensive but it provides a higher level of security overall because each customer's information is kept isolated. The cost to upgrade, the need for custom software and locally stored data (as opposed to data stored in the cloud) are a few of the downsides of single-tenancy UCaaS.

Multi-Tenancy. The multi-tenancy design is less costly and provides software hosted in the cloud at the provider's data center rather than locally. With this setup, all of the customer data is stored in one place. With multi-tenancy UCaaS, you get increased reliability, decreased costs, and upgrades included.

What's UCaaS Used For?

UCaaS solutions allow companies to get access to all communications in one convenient place. Some providers offer features like mobile apps, presence awareness, and visual voicemail. UCaaS gives entrepreneurs the power to deliver exceptional customer service using a multi-channel contact center solution that helps bring people together from all over the world. UCaaS solutions allow employees to work from the comfort of their homes and connect with their teams online, meaning they can work in unison even if they're on opposite sides of the country. Your team will be able to access conferencing, phone, and call center services right from the browser. With advanced integration tools, you get to enjoy the same amazing experience across all communication devices and tools.

Benefits of UCaaS

Unified communications can offer a few benefits to companies, including scalability, which allows companies to add or remove services based on their personal preferences so that they don't get stuck paying too much for something they don't need. Another benefit is cost savings - compared to the price of buying hardware setups for unified communications, it's much cheaper to go with a unified communications solution rather than buying equipment and hiring a large IT staff to manage it.

The Advantages of Sending Texts Using UCaaS

When a customer contacts you through your cloud-based unified communications platform, you want to be able to send text messages back right through the platform. To do that, you'll need specialized software that allows you to text through it rather than on a traditional smartphone. Similar to the way iMessages work, sending a text on UCaaS provides a way for customers to contact you whether your agents are on their computers or their smartphones. Having the capability to send an SMS message via unified communications software provides an additional line of communication between you and your customers.

Giving customers more options when it comes to contacting you can only help you expand your business. By giving yourself the tools you need to interact with customers the way they'd prefer, you're sending the message that you care about their needs and that you're taking steps to make sure those needs are adequately addressed. If you keep your customers are happy, they'll keep coming back for more of the same great experience.

Call centers rely on their technology to empower them to be as productive as possible. With 8x8's Virtual Contact Center you get world-class technology and everything your call center needs in one place. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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