SMS Chat

Working smarter is a clear ambition for most, although it’s not so easy when you’re already spinning lots of plates. Motivating staff, balancing spikes in call volumes, trying to hit service levels and continuously improving performance is a daily challenge, amongst many other things. And yet the demand for better results never stops.

Features

Easy-to-learn Interface

Easily balance inbound demand spikes, no need for specialist agents to handle different chat types. 

Queue System

New messages from customers that have not been assigned to an agent appear in the queue box. Agents can assign themselves conversations to answer and manage. 

Instant Templates

Agents can instantly access predefined message templates to speed up conversation and provide consistency of message and brand. 

Active Conversation

Active conversations with customers appear on the agent dashboard with an identification number. Agents can easily switch between active conversations for fast response. 

Message System

Agents can send outbound messages to customers and include date and time stamps. Threaded conversations management with multiple customers is quick and easy.

Quick Case Search

Search for past cases using a case ID or customer mobile number. 

  • Increase outbound contact conversion

  • Reduce inbound calls

  • Reduce call handling and costs

Finding smart tools that add more ways of communicating is the key. Tools that deliver results quickly, are easy to roll out, and are simple and fast for agents to learn and use.

Cirrus SMS Chat

Cirrus SMS Chat is an interactive SMS communication solution. It enables contact centre agents to have a live chat conversation, with customers and sales prospects using SMS, in an organised and intuitive way.

It lets customers reach you in a way that many now prefer, with text chat instead of voice. It gives agents a simple web console to manage chat conversations with customers. Cirrus SMS Chat has all the benefits of web chat, but it’s optimised for mobile use. It’s perfect for customers on the move, or in situations where voice calls would be intrusive.

It’s perfect for improving service and sales performance. 

  • Customer Service 

    Customers can instantly communicate with agents using SMS. There is no waiting on hold, transfers to IVR, or bill-shock from calling 0800 premium rate numbers.

  • Sales

    Agents can reach customers using SMS to qualify thousands of sales prospects simultaneously they can ‘warm-up’ and qualify prospects with a message, asking questions, providing background information, web links, or arranging the best time to call.

Cirrus Chat helps agents work more efficiently. They can use a mix of text chat and voice calls that deliver the best results.

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