Press release – February 9, 2016
By Sam Heggie-Collins, Contact Centre News
OpenMarket announced its new global mobile messaging partner program that brings together best of breed third-party solutions for companies interested in leveraging functionality beyond basic SMS. The program will create significant value for OpenMarket’s expansive roster of enterprise customers looking to transform how they engage with their customers and provide better service.
The initial program launch will feature In the Chat and Interactions, and integrate their agent chat, social media, and virtual assistant technology with OpenMarket’s Mobile Engagement Platform. By working with OpenMarket and its partners, enterprises can provide better service to their customers.
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.
Similar customer service use cases can apply to nearly every industry, including financial services, retail, transportation and call centers.
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 Poll1, 64% of people prefer text messaging versus calling for customer service, and another 44% would rather send a text than stay on hold. Additionally, 77% of the millennial generation reacts more positively to companies that offer texting communication options2.
“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.”
“Interactions is excited to be working with OpenMarket to bring our text-based Virtual Assistant solutions to market,” said Dave Parkinson, Chief Operating Officer at Interactions. “The combination of Interactions conversational customer care platform and OpenMarket’s mobile engagement solution creates a truly unique offering in the market focused on engaging customers through responsive, two-way mobile messaging. SMS is the fastest growing customer care channel and we’re proud to partner with OpenMarket to bring innovative solutions to market.”
OpenMarket’s Mobile Engagement Platform allows global enterprises to easily create and deploy smart, interactive mobile engagement services globally with connectivity to over 200 countries. OpenMarket is the first mobile engagement provider to offer short codes, local numbers, and text enabled toll-free numbers for enterprise messaging in the US and Canada. The company’s mobile messaging solutions support over 400 enterprises globally, including four of the top 10 most respected global brands3. By using OpenMarket’s Mobile Engagement Platform and working with its partners, enterprises are able to mobilize operational processes, optimize internal and external communications, improve customer experiences, drive brand awareness, and generate new revenue opportunities.