Converse for Service Cloud

SMS messaging for customer service empowers teams to respond quickly, resolve issues faster and communicate more effectively. Our customers’ service reps handle 10X more cases and resolve them more quickly to drive customer satisfaction and increase NPS scores.

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Converse for Service Cloud

Converse empowers service teams to respond quickly, resolve issues faster and communicate more effectively. Our customers’ service reps handle 6X more cases and resolve them more quickly to drive customer satisfaction and increase NPS scores.

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66% Will Pay More

For a product supported with a mobile messaging channel

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68% Prefer Messaging

To contact a business, rather than phone or email
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74% Respond to You

and your business text messages within an hour

Out of the Box SMS Messaging for Customer Service

Accelerate response times, track rep productivity and improve NPS ratings with text messaging for Service Cloud.

Fast, Relevant Case Response

SMS messaging for customer service automatically creates a case and responds automatically, within seconds of receiving a support request. It then immediately routes the conversation to the appropriate rep or team for a personal response. Reps receive a full history of all relevant conversations to quickly understand the account background, then use proven response templates to accelerate time-to-resolution.

Keep Customers Informed

Automatically update customers on every change in their support case’s status using pre-configured updates, triggered through Salesforce. Customers can easily respond to updates, and the response is immediately routed to a rep or team for a personal conversation.

Automate NPS Surveys

When a case closes, immediately send an NPS survey question and capture the response in the record. If you receive a low score, you can automatically trigger a follow-up profiling survey to learn more about the issue, collect key insights for analysis and offer an interactive conversation with a manager or service leader to resolve the issue quickly.

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Whitepaper

Want to effectively handle 10X more cases? This guide to messaging for Contact Centers will show you how.

How SMS Magic Integrates with Service Cloud

With SMS messaging for customer service, you’ll solve customer problems faster, thanks to out-of-the-box solutions for Service Cloud users.

Flexible Inbox.  The same Converse Desk component can be used across Service Console, Classic and Lightning views, as well as within Objects. 

Omnichannel routing. Transparently respond to Facebook, WhatsApp and SMS conversations, all of which are routed to reps based on your rules.

Intelligent tagging of messages to cases. Configure rules to automate case creation when a message is received, close the conversation when the case is resolved or append messages to conversations as needed.

Dashboards. Track important performance metrics for your reps. Measure SLAs and response times, cases handled, NPS scoring at rep and Team level, rep workload, etc. 

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Whitepaper

Turn Support into a Competitive Weapon. Learn how messaging creates loyal customers, even as you handle 10X more cases.

SMS Messaging for Customer Service

Features and Capabilities

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Converse QuickStarts

QuickStarts are packaged versions of Converse, pre-configured for a specific Salesforce Cloud and/or industry segment.

Our Service QuickStart gives you everything you need to increase case volume by 7:1 or more, out-of-the-box. From auto text-to-case confirmations and routing, to rep and team Inboxes to recommended resolution content. You also get the dashboards you need to track and control call handling effectiveness and NPS results, as well as seamless Service Cloud & Console integration.

You can easily tune QuickStarts to meet the unique needs of your business.

Converse also offers custom coding access to Salesforce admins and developers who wish to create custom text messaging campaigns using native Salesforce tools, including Process Builder and more.

Schedule a Personal Demo with Our Textperts!

We’ll share Converse solutions for your specific industry and messaging needs.