Text Messaging Featured Article

Text messaging is currently being highlighted as one of the quickest and most cost-effective communication channels on the market right now. Being leveraged by companies all over the world throughout nearly every industry in existence, this easy-to-use solution is helping businesses to form a much more solid relationship with a customer base, no matter how far away they are actually located from their facility.

In part one of this series, we took an in-depth look into what TextGen is and the problems this offering is attempting to overcome. To recap just a tad in case you missed it, the offering is highlighted as enabling consumers to communicate with any firm of their choosing via text or through conversing with them via the Web.

In a webinar that involved CEO of TSG Global Inc. Noah Rafalko, CEO of AnswerNet (News - Alert) and Wharton instructor of entrepreneurship Gary Pudles, and early developer of VoIP and ADSL technology Thomas Howe, officials stated that the true beauty of TextGen is not just that the conversation can occur via text; rather, it can be done through text using the same landline phone number that an organization is already powering for all of its voice needs. Suddenly, the same number that you would call to contact a company; you can now use that number to complete real-time texts. This has the possibility to complete revolutionize the way enterprises interact with their consumers.

Today, we will peer deeper into the ways in which TextGen actually works.

Basically, you just create a message and then send the text to the number of your choosing, and what’s going to happen is you’re going to have quick conversation with the product. It’s going to ask you a few simple questions including your name, your age, what your e-mail address is, and what best describes your interest in TextGen. Then, as the product is having these conversations with users, TextGen records all of these interactions as they happen. Collecting the mode in which you conversed with TextGen as well as your name and age, this solution guarantees a consistent user experience at all times. This proves to be key for the overall TextGen experience as there are a lot of information systems that already exist, and the company is making it easy for the platform to be seamlessly integrated with the legacy technology base.

Howe added, “In essence, you can participate in a conversation with TextGen via any real-time mode. Once the information is here inside of TextGen, we make it really simple to either download it into your own enterprise network, forwarded it as an e-mail or just push it into another Web service.”

Created from the ground up, the product was intended to completely replace the way businesses use voice. An important way that companies leverage voice is the consumer calls in and is then presented with a phone menu where they can press one for this and two for that, but what happens if they want to press 0 because a question has arisen? Luckily, TextGen provides the ability to talk to a live person through numerous channels, a function that can be simply accessed via a message that outlines the problem. Once an agent receives the text, they can automatically click it and enter into a real-time session with the user they’re speaking with no matter if it is via the Web, phone or text.

Howe commented, “For smaller sized firms that don’t have programmers to link TextGen directly into their website, to make it easier for them what we have done is made it possible to send all of the records directly to a call center to enable agents to interact much more fluidly with customers.”

Additionally, there are multiple methods for businesses to interact with TextGen data such as: e-mail; the ability to convert a notification into a voice call which alerts a company about the new text conversation; actually texting the company and its owner even while they’re in the field; and for bigger customers that demand a robust data interface, TextGen enables these users to either use this portal or move the information over into their system of choice.

As you can clearly see, TextGen has the potential to truly revolutionize all business-related communications. Be sure to stay closely tuned to the Text Messaging Channel, exclusively on TMCnet, to see how quickly the solution is adopted and its positive results.