SMS Call Center Solution
Solve more customer issues without sacrificing the quality of your service. Add SMS to your support channels and give your customers the experience they want.
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Why Use Call Center Text Messaging
70%
of consumers prefer text messaging over voice calls for customer support
64%
of consumers are likely to recommend a brand that offers SMS support
60%
of users say they feel less frustrated when support is available via SMS
35%
is the increase in customer satisfaction for call centers that use SMS texting
Use Cases of SMS Contact Center Messaging
Support Ticket Confirmations
Let customers know that you received their support ticket right away. This builds trust and reduces the chance of duplicate inquiries.
Agent Appointment Confirmations
Make sure customers know when to expect a technician or support visit. This minimizes no-shows and last-minute cancellations.
Reconnecting With Dropped Callers
Automatically follow up with SMS every time a call drops or disconnects. A quick text message can prevent churn and show initiative.
Self-Service Links
Direct customers to help articles, FAQs, or automated tools. This can reduce the number of calls while empowering users to find answers.
Troubleshooting Assistance
Send links or instructions to resolve common issues without needing a call. This frees up agents and allows users to solve issues on the spot.
Got Questions? We’ve Got Answers
What is SMS call center messaging?
SMS call center messaging involves using text messages to communicate with customers before, during, or after support interactions. Instead of waiting on hold, customers can receive updates and instructions via SMS. It’s a faster, more convenient alternative to voice calls and emails.
What is the best SMS solution for contact centers?
Dexatel is one of the best SMS solutions for contact centers. The platform supports two-way messaging, integrates with CRM systems, and allows for automation. It also offers audience segmentation, security features, and analytics tools that call centers can use to optimize their communication strategies.
How much does it cost for call centers to send support messages?
The cost of sending SMS messages from a call center mainly depends on the country, volume, and provider. On average, it ranges from $0.01 to $0.05 per text message, with discounts for higher volumes. Many platforms, like Dexatel, offer pay-as-you-go pricing that allows call centers to adjust as they scale.
Is call center text messaging legal?
Yes, call center texting is legal as long as it complies with regulations like the TCPA or GDPR. Call centers must get consent from users before sending messages, especially for marketing or non-transactional purposes. Support-related texts, on the other hand, are usually exempt from consent requirements because it’s the customers who initiate the conversation.
What are the benefits of contact center messaging?
SMS messaging helps contact centers reduce call volume, improve response times, and boost customer satisfaction. It allows for asynchronous communication, which means that customers can respond at their own pace. Plus, it’s cost-effective and ideal for quick updates, confirmations, and feedback collection.
Reduce Call Volume While Boosting Satisfaction
Start using Dexatel today and make the most of our SMS call center solution.
