Text Messaging
Skip the small talk with conversational texting
Text messaging provides a convenient, personalized and fast way for your business to communicate with customers — improving customer interactions and satisfaction. With one-touch responses and secure, personalized messages, your customers will love the ability to text on their own terms.
Request a Demo Product BriefMeet customers where they are
TCN’s 2023 Consumer Survey revealed texting as the fastest-growing and preferred communication channel for 29% of respondents. By offering text messaging, customers can swiftly resolve issues using a familiar channel.
Drive inbound calls
Utilize texting to prompt customers to call at their convenience, allowing you to increase payments and agent satisfaction.
Increase agent productivity
Let agents handle several digital engagements at once. Text messages, emails and chats are rolled into a single interface, keeping your agents connected.
Boost customer journey
Personalized text messages go a long way in helping increase customer satisfaction and their overall experience.
Registering your texting numbers
To help control unwanted text messages, North American wireless carriers now require all texting source numbers for application to person (A2P), 10-digit long code (10DLC), short code and toll-free to be registered. This verification process can be done through TCN and serves as an extra step in protecting consumers from spam and unwanted messages while building up your organization’s compliance with text communications.
Texting number registration compliance without breaking a sweat
- Engage with your customers using a verified identity
- Increase send throughput to meet your business needs
- Simple registration using TCN’s Texting Process
- Build, scale and optimize your messaging application
Have engaging conversations with reliable text messages
TCN empowers organizations to communicate with consumers through automated and agent-assisted text messaging. From customer conversions to appointment reminders, agents can quickly resolve inquiries via texting, improving the customer experience. Agents can also breathe easy knowing that automated skills-based routing will deliver the right text to them at the right time. By blending all digital channels into one agent interface, TCN Operator gives your agents a true cloud contact center solution.
Explore the features of TCN’s contact center software
Cell phone compliance tools, built right in
Take the guesswork out of texting and contact center compliance with access to consent profiles (opt-in management) and the cell phone scrub database to help minimize risk and stay current with federal regulations. TCN’s intuitive tool, Natural Language Compliance, is designed to automate contact center compliance and improve daily operations.
Make texting your own
Texting Flows
Leverage conversational pipelines that automate AI-powered texting with TCN Flows. As a powerful, no-code automation tool, Flows transforms your customer service by enabling you to handle a wide range of customer inquiries and tasks. Provide instant support by guiding customers through various processes, from answering FAQs to completing transactions, while also freeing up agents to handle more complex issues.
Payments and collections
Automatically collect payments on products, services, bills and more with texting through an integrated platform that is PCI compliant.
Conversational customer care
Support the entire customer journey, regardless of industry. Text messaging supports agents working in service, sales and lead generation.
Promotions and notifications
Save time and money by distributing personalized marketing promotions and notification alerts or reminders to a broader audience via secure text messaging that boosts sales and keeps customers informed.
Text verification
Delivering one-time passwords via text message is more affordable and secure than passwords alone. Let your callers verify their identity via text authentication and two-factor authentication (2FA).
Texting at your command
Text Message Responses – Issue automated responses or callbacks for incoming text messages, allowing consumers to connect directly to a contact center agent when appropriate. These responses can be customized to your organization.
Text Message Intents – Communicate easily with your consumers with simple responses using exchange-based texting commands on various types of automated communications. (i.e., Stop, Yes, No, Confirm, Balance, etc.)
Monitor everything with Business Intelligence
Gain insights into all text message campaign metrics through intelligence, reporting & analytics that will help you boost customer experience, drive agent performance and measure success across all campaigns. TCN Operator can even pull call metrics from other channels to ensure your contact center is on the right track.
What our product experts are saying
“I can confidently say that TCN’s text messaging has been a valuable addition to TCN’s Operator contact center platform. TCN’s quickly growing Omnichannel now offers texting compatibility, allowing contact centers to quickly and easily reach their customers using the world’s most popular means of communication. Our clients appreciate the flexibility of texting digital communications and the convenience it provides their customers.”
Gary Stewart
Program Engineering Manager | TCN