SMS Messaging for Digital Customer Service

SMS is an integral part of DCS

With Glia, SMS is an integral part of Digital Customer Service (DCS) not a separate siloed channel

Engage customers through a popular channel they prefer

Let customers connect with your company as easily as they connect with friends.

SMS

98%

open rate
(vs 20% for email)

95%

respond within
3 minutes

Transition to richer, more secure channels

SMS is convenient, but has never been a secure channel. Protect customers and members, and provide peace of mind by easily taking them transitioning from SMS to chat, voice or video—in a secure environment with end-to-end encryption—without breaking the digital connection.

Guide engagements to completion and drive up customer satisfaction

SMS is a great way to start the conversation. But when you can seamlessly transition from SMS to a richer channel—chat, voice or video, supported by Live Observation and CoBrowsing—you gain the context and confidence to streamline engagements and accelerate resolution to drive satisfaction and results.

Online Applications (Loan, Credit Card, Mortgage)

Collections and Dispute Resolution

Claims Processing

Marketing and Sales Outreach

Alerts and Notifications

Get Proactive

Outbound SMS

Create meaningful 2-way conversations

Enhance Interactive Text Alerts and Campaigns

‍Provide personalized 1-1 outreach with Service Rep Affinity

Be Responsive

Inbound SMS

Enable a popular, convenient way for customers to engage

Seamlessly transition them to a more secure channel

Deliver a full DCS experience from anywhere, even on the go

Cut the Wait Time

IVR-Deflection

Offer a digital option to on-hold

Reduce contact center phone congestion

Reduce friction & frustration on both sides of the conversation

What can DCS-enabled SMS bring to your organization?

A Single Platform for All Customer Engagement Needs

Customer Convenience

With SMS messaging, customers can send or respond to a message whenever they’d like—even after hours.

Preferred Device
90%+ have their mobile device within arm’s reach 24/7
Popular Channel
61% want to text businesses for customer service
Always On
Customers can respond on their own time

AI Assistance

Combine SMS messaging with Glia’s AI Management chatbots for a faster, more consistent support experience

Handle common questions with automated self-service
Triage interactions to the most appropriate representative
Provide assistance during busy peak times and after-hours
Glia integrates with the leading AI chatbot solutions

Unified Management & Reporting

SMS is part of Glia’s seamless DCS platform, fully integrated within Glia’s ChannelLess™ Architecture

Manage SMS like any other channel as part of a unified DCS platform
Single source of engagement data across all touchpoints
Optimize operations with comprehensive reporting and business intelligence
Hosted SMS–Use existing phone numbers to send/receive without changing carriers

‍

SMS Text Messaging Solutions

Make SMS Part of Your Seamless Digital Customer Service

Make it Conversational

2-Way SMS

Provide Secure Options

SMS → Secure Chat/Voice/Video

Make it Seamless

1 Connected Experience

SMS is an integral part of DCS

Engage customers through a popular channel they prefer

Transition to richer, more secure channels

Guide engagements to completion and drive up customer satisfaction

SMS Use Cases with Glia Include

Get Proactive

Outbound SMS

Be Responsive

Inbound SMS

Cut the Wait Time

IVR-Deflection

Extend your 1-way SMS notifications and messaging campaigns into 2-way conversations

Engage Customers with Seamless Interactions

What can DCS-enabled SMS bring to your organization?

Customer Convenience

AI Assistance

Unified Management & Reporting

SMS Gateway

Interactive Text Alerts and Campaigns

Use SMS to enhance customer communication with proactive notifications, interactive marketing campaigns, and an alternative to the “On-Hold” wait

Learn How DCS Can Positively Impact Your Customer Service

“With Glia we increased our conversion by over 200%”