Press release – February 17, 2016
By Tara Seals, Channel Vision
OpenMarket has announced its global mobile messaging wholesale partner program, which brings together third-party solutions for companies interested in leveraging functionality beyond basic SMS.
The initial program launch will feature In the Chat and Interactions, and integrate agent chat, social media and virtual assistant technology with OpenMarket’s Mobile Engagement Platform.
An example end-user use case:
- Hotels can send a welcome text message with the room number to guests after they check-in and invite them to text back.
- They can then leverage machine learning to determine what guests are texting about and automatically respond appropriately.
- Additionally, companies can offer travelers the option to chat live with a hotel representative without having to download a mobile app.
With the goal of delivering a superior mobile customer experience, many organizations are now text-enabling their landlines and toll-free numbers to meet consumer preferences for texting instead of calling for customer support. According to a Harris Poll, 64 percent of people prefer text messaging versus calling for customer service, and another 44 percent would rather send a text than stay on hold. Additionally, 77 percent of the millennial generation reacts more positively to companies that offer texting communication options.
“We believe mobile will fundamentally transform how enterprises communicate and engage with their customers,” said Jay Emmet, general manager for OpenMarket. “We are committed to assisting companies in navigating this profound shift by enabling them to deliver superior customer experiences via interactions with higher value. Our partner program is based on our deep mobile messaging expertise paired with our partners’ understanding of the importance of offering innovative, yet cohesive solutions that build long-lasting relationships with customers at every step in their journey.”
“Very few people have surplus time in their lives today that they wish to invest in a phone call with a service provider,” said John Huehn, CEO at In the Chat. “Customer service over text messaging is fast, personal and convenient for consumers and more than 50% more efficient for companies than phone-based customer care. Together, In the Chat and OpenMarket enable enterprise-scale customer service, from automated notifications through fully skill-routed two-way agent-supported customer care.