HGS provides cost-effective SMS customer service solution

Hinduja Global Solutions Limited has released its DigiTEXT service, a solution that allows brands to easily engage via automated and live agent assisted text with today´s multitasking consumer, the company said.

The offering also bolsters existing customer service capabilities by allowing customers and agents to easily pivot from voice, chat, web, or email to text and from text back to another channel at any point throughout a single interaction, based on topic and customer preference.

DigiTEXT streamlines mobile interactions in two ways, with both approaches integrating the cutting-edge channel-pivoting capabilities:

Automated Texting: Deflect phone volume to automated self-service texting. Through intelligent routing, HGS´s DigiTEXT recognizes who the customer is, and why they are texting based on past interactions to direct the customer to the fastest resolution.

Live Agent Assisted Text Customer Service: When support moves beyond what can be automated, a two-way conversation via text messaging gives customers an easier and more flexible way to resolve issues with minimal effort, without having to call or wait on hold. Conversational support is reducing effort and improving customer satisfaction.

Another breakthrough that is making text one of the highest demand new channels supported by HGS is that companies can text-enable existing 1-800 numbers. Combined with the adoption of smart devices and virtual no cost text plans, the channel of communication will likely grow faster than any other customer support channel in the next 2–3 years.

HGS provides a full suite of business process management (BPM) services from consumer interaction solutions to platform based back office services and digital enablement solutions. By applying analytics, automation and interaction expertise to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency and helps retain valuable customers.