Two-Way Texting

Two-way texting is when an agent is enabled to interact with a customer over an SMS channel. Two-way texting can be between an agent and a customer, or can be automated.

Automated Texting

Conversation between a customer and an automated response system is possible within the SmartReach platform. Just as a customer can interact with an IVR, customers can interact and answer questions via SMS.

• Most information can be exchanged via SMS, with the exception of personal health information (PHI) or PCI information.

SMS can be a very powerful channel in contacting customers and encouraging self-service.

Here are some common use cases for automated and customer-to-agent texting:

• Customer service
• Inbound SMS
• Marketing
• Account information (non-collection)
• Reminders
• First party collections
• Two-way SMS
• Third party collections (via toll-free numbers only)