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

San Bruno, CA July 22, 2015

Bright Pattern, the cloud-based contact center software company, introduces two-way SMS text messaging to its omnichannel 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. Text messaging is often the only way to communicate privately in public, or when multitasking.

Why should businesses 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).
  • Reliable and timely delivery of information: SMS text messaging systems provide a sender with delivery reports and 90% of text messages are read within 90 seconds! (Report by SinglePoint)
  • Coverage: roughly 91 percent of the adult world population owns a cell phone and any mobile device enables them to read a text message. (Andreesen Horowits report)

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.”

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About Bright Pattern

Bright Pattern offers the next generation of cloud contact center and customer experience management solutions. Based on ServicePattern platform, architected from the ground up as a cloud-based service

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