Research from Sinch MessageMedia emphasized the benefits of effective communication in customer service. It highlights that customers are 82% more likely to have a favorable impression of a brand when they can engage in two-way conversations. It’s one thing to just offer support. It’s another thing to actively listen and engage with customers.
Two-way communication fosters a sense of empathy and responsiveness, allowing companies to address customer concerns, resolve issues and provide personalized solutions. By investing in high-level customer service experiences, organizations enhance their brand's reputation and benefit financially by attracting and retaining loyal customers who are more likely to make repeat purchases and recommend the brand to others.
Because of that research, Sinch, which powers meaningful conversations between businesses and their customers through its Customer Communications Cloud, recognizes the importance of two-way communication. Therefore, Sinch launched its SMS for Zoho Desk, which extends Sinch MessageMedia's two-way SMS capabilities.
"Customer service teams are integral to the success of a business — no matter the size,” said Sean O'Neal, president, SMB, Sinch. “They shouldn't be bogged down by siloed messaging channels, which make it harder to support customers and is frustrating for everyone involved.”
By enhancing its already top-rated integrations with the Zoho Suite, SMS for Zoho Desk provides customer service teams with a streamlined solution for efficiently managing and promptly addressing customer inquiries from a central hub. This not only reduces response times but also elevates overall customer satisfaction.
SMS for Zoho Desk gives businesses the opportunity to elevate their customer support capabilities. Through seamlessly integrated one-to-one conversational messaging directly within Zoho Desk, it eliminates the need for support teams to juggle multiple platforms.
The inclusion of instant, automated responses allows support agents to redirect their focus towards more complex customer queries. The end result? A reduction in the strain on staff members and a notable improvement in ticket resolution times.
"We are adding to our robust portfolio of over 85 integrations with SMS for Zoho Desk by Sinch MessageMedia, fulfilling service teams' need for centralized, real-time conversational messaging and supporting the full customer journey — from marketing and sales, to service and support," said O’Neal.
Edited by
Greg Tavarez
