LogicSMS, a Johannesburg-based telecommunications company, has launched the "Advance Response System" (LogicSMS ARS) as an overlay to its Premium SMS service.
The ARS system manages inbound communication with external parties and ensures each inbound message is dealt with by the correct person in the organisational workflow, triggered upon the receipt of an SMS. The system allows a controller to respond to the sender as well as allocate the message, as a workflow task, to anywhere within the organisation.
For example, a plumbing company may want to allow its customers to interact with the business via SMS. The SMS can be used to bill the customer anything from R1 to R30, or using a standard rate to allow customers always keep in touch. This system can even handle "Please Call Me" messages.
The ARS receives the SMS and then allows a controller to allocate it to a task (or based on certain rules that automatically allocates the task). The task is allocated and the client is kept up to date via SMS throughout the process as it moves through the workflow.
Taking our example further: a client has a leaking sink. The client sends an SMS saying: "Hi sink is leaking, I need an urgent quote."
LogicSMS ARS scans the message and based on the words "quote" and "urgent" it sends it to the quotation department with a high priority.
The user receives a message notifying them exactly what happened. Once the quote is ready, it is sent as an SMS message back to the user using predefined templates.
Another client may send an SMS, with the following text: "Hi, someone is supposed to be coming to my house in the morning to fix a leak."
In this case, the "LogicSMS ARS" does not find a keyword to automatically route the SMS, instead it lands in a controller's inbox, who routes the message to the Scheduling Manager, and in turn deals with the situation appropriately.
The whole time, an audit trail is built up for future analysis.
Many customers want to interact with companies via SMS; it's quick and convenient, much easier than holding on for a call centre agent.
However, there is a major challenge in managing these messages. LogicSMS ARS does exactly this.
"The ARS is live in a number of clients, some running large call centres all the way to very small companies. In each case, positive feedback has been received from their respective clients and more and more people are interacting with them via SMS," says Yitzi Lipschitz, Head of Technology at LogicSMS.
So, whether you are a plumber, a lawyer, a doctor or a school, messages sent via SMS are not lost but are handled effectively within your existing structures.
For more details, e-mail us on sales@logicsms.co.za or call 011 287 2214.
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