Two-Way Texting

Ushur for Two-Way Texting

Conversational Apps™ provides businesses to create and deploy conversational AI solutions for their customer engagement processes. The platform leverages advanced AI and machine learning technologies to create interactive and personalized conversations with customers, allowing businesses to engage with them in real-time and at scale.

Conversational Apps is omni-channel, allowing businesses to develop solutions that work across SMS, the Ushur Invisible App™, email and voice.

99%

of text messages are opened

95%

of texts are read within 3 minutes of being received

99%

of customers would like to text with businesses

Blog Post

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Automation can support texting customers

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Optimize customer experiences to be responsive

While customer service reps handle only call at a time, automated two-way messaging lets customer service teams engage as many customers as they need

Complete forms

Gather critical information from customers in the channels they prefer instead of via static forms

Appointment scheduling

Offer customers the ease of texting to change their appointments and save agents the need to handle calls for rote tasks

Auto-Respond to FAQs

Customers don't need to filter through lengthy FAQs to get the essential information they need

Send Notifications

Reduce the expense of manually sending notifications and information to customers by automatically sending alerts

Capture missing data

Seamlessly reach your customers who are always on the move or do not have the time to speak with your customer support agents.

Secure and transparent

Two-way messaging securely gathers and distributes enterprise data

Account updates

Automate your form completion process, appointment scheduling, missing data collection, and so much more.

Analytics-Enabled

Optimize and improve customer experiences with campaign and user-level data

Case studies for Call Deflection

Transforming Claimant Engagement

Challenge

The insurance carrier experienced considerable delays in collecting dates from claimants that they needed to process their claims, and wanted to avoid claimants calling them for next steps. The carrier relied on contact center employees to manually call claimants to collect information and in some cases, send paper-based forms. Customer experience suffered with this manual process and each claim incurred considerable costs to service with the typical process requiring 6 attempts by phone. On average, it spanned a total of 3 weeks.

Solution

The Ushur Customer Experience Automation platform gave the carrier's employees the ability to design and manage customer experience campaigns rather than forcing them to depend on IT teams alone to automate the proactive journey. The Ushur flow builder and no-code capabilities enabled the carrier to automate the gathering of critical dates and to automatically update the claim in their backend systems.

Benefits of the Ushur Platform for Two-Way Texting

Texting Drives Digital Engagement Strategies with a Customer-First Mindset

Customers of all ages and varieties prefer engaging over SMS when interacting with enterprises. Supporting two-way messaging gives them access to self-service that email or voice alone doesn't support. Use conversational AI and process automation offer immediate support via two-way texting.

Respond naturally and automatically

Natural language dialogue and secure frameworks atop SMS help customers deliver intuitive automation, securely. Give customers the chance to speak or text as the need or want.

Integrate with your existing IVR technology

The Ushur no-code flowbuilder helps non-technical users set up workflows. Give customers personalized and immediate responses, and leverage pre-trained AI to identify intent and resolve questions.

Reach

Seamlessly reach your customers who are always on the move or do not have the time to speak with your customer support agents.

Convenience

Offer customers the ease and convenience of texting. Increase resolution rates, freeing up agent time to handle sensitive interactions.

Automate

Automate your form completion process, appointment scheduling, missing data collection, and so much more.

Eliminate

Eliminate repetitive administrative tasks as information is automatically ported to your backend systems.

FAQs

Do I already need to have an IVR system if I want to set up call deflection?

The Ushur Customer Experience Automation platform enables experiences across all channels and can help bring channels to customer experiences that solutions don't yet have them including voice.

How long does a call deflection implementation take?

Call deflection cases can vary in complexity and therefore the time it takes to implement. Unlike most digital transformation projects, however, the critical components that Ushur deploys are pre-built and then customized during deployment. As a result, voice-based modernization solutions deploy in weeks - not years.

What channels can I deflect calls to?

Ushur is an omni-channel solution designed to optimize customer experiences. The platform can deflect to SMS, email, Invisible App™, Invisible Portal™, and existing solutions already deployed at each client like traditional mobile apps.

How can call deflection actually improve a customer experience?

What most call centers get wrong is using call deflection as a replacement for engaging with customers, and therefore preventing customers from communicating in their preferred modes. Call deflection only actually improves customer experience when it's used to expand the opportunities and modes of engagement.

How does proactivity contribute to call deflection?

Customers tend to call in with similar questions to each other, and for fairly predictable pain points which customer service teams are already enabled to answer. For the questions that include topics like status, sometimes the best answer is the one given proactively. Ushur Customer Experience Automation capabilities make proactively sharing status easy so that customers never have to call a company in the first place.