Using two-way SMS to deliver real-time customer interactions
As part of the home emergency insurance business, customers are regularly updated on the status of their claim or asked to provide additional information to further progress their claim. Unfortunately, this was causing contact center agents to spend too much time on low-value inbound calls and trying to reach customers.
Discover how IMIengage was used to integrate two-way SMS into the contact center. Agents are now using mobile messaging to answer inquiries, manage multiple conversations at once and send real-time updates to customers.
"We are taking hundreds of claims each day and are serving nearly half of all claims via text messaging using IMIchat."
- Service Delivery Manager of the Group