Screenshot of Live SMS Chat User Panel

Customers and businesses rely on telephone calls to reach the contact center of a company in order to have their issues resolved. This method of communicating needs an alternative means to help handle more issues and prevent customers from waiting for long to have their issues addressed. With more mobile phones than fixed lines, and subscribers reluctance to call fixed line numbers, it only makes sense to open up a new channel of conversation via SMS.

Introducing the SMSGH Live SMS Chat (LSC) system.

Live SMS Chat is a powerful and useful software appliance that has unmatched capacity to manage thousands of conversations at the same time, automatically and manually. LSC seeks to offer an alternative means to complement the current means of communicating with customers. This mode of communicating involves a customer initiating an SMS text message via a short-code to state an issue on a service or make enquires to the call center or a business and  the issue is addressed by means SMS messaging.

Like regular call centers, LSC issues a support ticket for every message received to enable easy tracking. This ticketing system can even be integrated into already existing systems. User access levels ensures that the work of Call Center Agents with regards to issue resolution are monitored effectively.