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Customer Service Goes Mobile with Text Messaging Capabilities TMCnet Assistant Editor Text messaging has become a convenient way to communicate while on the go, or unable to make a voice call. In customer service, this form of communications opens an entirely new door for staying connected with customers and offering them answers more quickly and conveniently.
Mobile application solutions provider, Chat Goblin has, in response to this need, launched a new web-based desktop application that allows customer service professionals the ability to easily communicate one-to-one with mobile consumers via text messages.
"A new trend in customer service is emerging... organizations recognize the growing need to service mobile consumers, but lack the tools needed to unlock its potential. Chat Goblin offers businesses an easy-to-use and inexpensive approach to staying connected with consumers who are on-the-go with no time to spare," said Bob Gold, Founder and CEO of Gold Mobile in a statement.
With the Chat Goblin solution, which is compatible with all major wireless carriers, it is possible to send quick messages or respond to mobile customers more easily.
The solution can also be integrated with existing CRM software and increases the capabilities of the customer service rep to answer customer inquiries beyond just automated responses. "Chat Goblin maintains a "session" between the customer service rep and the mobile consumer, allowing a dialogue and conversation," a news release noted.
The solution also tracks and manages multiple conversations and stores them as records for future access.
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