An automated text message service is the quickest and most cost-effective way of providing truly mobile service 24 hours a day, 7 days a week. If support issues can be solved through other self-service avenues, callers should be offered those services intelligently, before call center resources are used. For example, sometimes large numbers of calls could be resolved by triggering an SMS with instructions or a link.
By interacting with menu options, customers take the quickest possible route to solving their query. Any number of different support SMS messages or informative audio instructions, for example, can be configured to play in the call flow using automated voice. At any stage where the customer requires choice, a well-designed IVR system optimises the service. Waiting on hold, the worst offender of the customer experience, can be reduced by simply defining a time after which alternative services are offered.