[October 23, 2017] |
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Astute Solutions Announces Integration with Zipwhip to Deliver Customer Service Through Text Messaging
Astute Solutions today announced its integration with Zipwhip
to provide customer service through a popular emerging service channel,
text messaging. Zipwhip's business texting software allows teams to text
with customers through the company's pre-existing business number. This
software will be integrated with Astute's consumer engagement products
to provide seamless transitions through channels.
Text messaging is the preferred method for consumers to communicate with
friends and family; naturally, they want to communicate with brands in
the same way. For years, customers have been trying to get help from
businesses by texting their 1-800 number, even if businesses have not
supported it. Zipwhip enables brands to capitalize on the equity they
already have in their toll-free numbers and reinvent their customer
experience with the simplicity of text messaging. The solution provides
a convenient, asynchronous way for customers to interact with brands --
without needing to download additional mobile apps. The texting
functionality also supports MMS, allowing agents and customers to
exchange photos as needed during the service interaction.
Astute Solutions offers brands an additional way to support this
emerging channel: Astute
BotTM. Driven by narrow AI and natural language
processing, Astute's award-winning chatbot product can understand what
customers are asking and engage in a conversation to solve their issues
and provide answers. Whether texting Astute Bot or a live customer
service agent, if the customer needs to escalate to a phone call or
video chat, Astute
SOSTM provides a seamless, one-click transition. The
smart escalation software passes along all the pertinent context to the
agent, and can even connect the customer to the same agent with whom
they were texting.
"People spend a lot of time texting their friends, and expect to be able
to communicate similarly with brands," said Alex George, Chief
Technology Officer at Astute Solutions. "We are looking forward to
offering Zipwhip's technology so that brands can serve their customers
in their preferred channel, without requiring another app download in
this age of 'app fatigue.' It's all about reducing friction for
customers and helping brands provide more efficient service."
Zipwhip, a Seattle-based SaaS (News - Alert) company, is modernizing the
texting medium by adding text messaging to existing landline, VoIP and
toll free phone numbers. Zipwhip pairs direct network connectivity with
easy out-of-the-box software, so businesses of any size can give
customers the choice to "text or call" and handle two-way text
conversations at scale. Learn more about Zipwhip at www.zipwhip.com.
Astute Solutions builds intelligent software solutions for the
world's best brands, enhancing engagement with their customer
communities by contextually blending human and artificial intelligence.
Astute's technology enables companies to provide more efficient customer
service, protect their brands, and increase customer loyalty. See how at AstuteSolutions.com.
View source version on businesswire.com: http://www.businesswire.com/news/home/20171023005834/en/
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