Customers want to text you. We make it happen.

Transcription

1 Customers want to text you. We make it happen. Web chat, , and phone calls don t cut it with today s consumers. Teckst brings powerful, efficient two-way texting to enterprise customer service teams and contact centers.

2 Our Hangry Beginnings From food delivery unicorn to texting startup Our founder, Matt Tumbleson, was the first Creative Director of Seamless/GrubHub, the nation s largest online food ordering platform. The Seamless/GrubHub technology allowed millions of customers to hang up the phone and order food from more than 50,000 restaurants through the company s web site and app. Overseeing all those orders go from order to kitchen to delivery meant quite a few customer service issues for the Customer Care Team. As Matt was tasked with improving the customer journey from marketing to care, he saw a major disconnect between the customer service channels available to customers that clearly hated phone calls. With no solutions that fit Matt s needs, he developed the first iteration of Teckst with the Salesforce Mobile Product Team after he left Seamless/ GrubHub. With input from more than two-dozen customer service leaders, Teckst was born.

3 It s Going to Happen Customers want to text with your company, not call it Ask any company s finance department and they ll tell The technology for large teams to see, track, and respond you that staffing phone lines is expensive. Ask the head to texts from within a centralized system has not existed of customer care, and they ll tell you phone calls are until now. Teckst was built with teams in mind. Our native inefficient. Customers take advantage of new technologies integrations plug directly into the complex systems most at lightning speed, yet companies are the last ones to enterprises and contact centers utilize including CRMs, adopt the same technologies. Text messaging surpassed home-built systems, or both at the same time. Integrations phone calls in 2007, and billions of texts are sent every mean that agents don t have to log in to another screen or day from more than 6 billion mobile phones. So why have learn a new platform everything is in the same place, plus, companies avoided hopping on the text train? all analytics setups instantly measure texts cases as well. Meet Carolina, Your Most Valuable Customer Customers that text with brands cost less than any other channel to service and are more likely to provide a great NPS score. BENEFITS TO THE CUSTOMER BENEFITS TO CUSTOMER SERVICE TEAMS No waiting on hold Reduce overall budget No staring at a web Increase sales chat window Can handle issues from work or home Can send images/video Already texts Improve NPS/CSAT 12-case Concurrency Easy training Familiar format

4 Messaging Is Complex We make it easy for enterprises and contact centers Teckst was developed by customer service veterans who have experienced prioritization nightmares, integration disasters, and support headaches. Our platform was built in partnership with the world s top CRMs such as Oracle, Salesforce, SAP, and others, so that setup is effortless. Plus, native integrations mean training is a snap. Our conversational-quality texting for toll-free numbers is industry-leading. No other platform for enterprises brings multimedia messaging to the toll-free numbers already inuse by agents with zero interruption. Our expertise in the field means that we ve completed and passed bank-level information security reviews, dozens of procurement processes, and hundreds of setups. Plus, our trainers apply modern learning principles to our agent training program that includes a live sandbox at no extra charge. From pilot to launch, our service, software, and team are always there to guide with best practices and 24/7 support. Other providers offer pieces or lack experience, but we offer the full package. There s no better way to add texting than with Teckst. CRMs Enterprise software stacks are complex and adding new channels is difficult Workflows & Analytics Teckst was invented to easily plug in to these systems, effortlessly bringing mobile messaging to large teams. Third Party Services

5 Case Study Major increase in key metrics including profit THE COMPANY A major mobile provider in the United States with revenue of $100 billion+ in 2016 piloted Teckst. On the mobile service side, revenue comes from a variety of streams including payas-you-go accounts, 24-month contracts, and up-sells from smartphone accessories. THE CHALLENGE The company needed to increase the success rate of both reaching and selling to account holders by scheduling callbacks to conduct cellular contract renewals. Implementing software between the headquarters and the contact centers was previously difficult because of the mix of technologies and processes. THE SOLUTION Teckst was utilized to communicate via text message with customers who were unreachable by phone call. Those who were reachable by phone call received follow-up texts to ensured they fully completed the renewal process, and alerted them to additional steps if they failed to complete any in the alloted time. THE RESULTS 8.5% INCREASE IN DECISION-MAKER REACH RATES 11.7% INCREASE IN APPLICATION CONVERSION 22% LIFT IN SALES

6 The Fan Experience ESPN delights fans through text message 1 Customer Needs Help When a mobile customer needs support, they are offered an option to send a text message to ESPN s main toll-free number. 2 Real Texting The customer already knows how to text message, so they send a message explaining the issue. 3 Agents Reply ESPN s agents use Teckst to receive, assign, tag, and reply to text messages. 4 Just Like Friends The conversation takes places and the customer s issue is resolved incredibly quickly.

7 Enterprise Features Our features are made for agents to be conversational and efficient at the same time Multi-Channel Receive messages from SMS/MMS, and chat apps like Messenger in one place. Automations Our intelligent Teckst Robot can help agents reply to commonly asked questions. Analytics Dashboard Get a real-time picture of conversation length, tags, and agent efficiency. It s like Google Analytics for text messaging. Suggestions Similar to Google s auto-complete feature, Teckst learns the best replies from inputs your agents type in real-time. Media Library Give agents a library of approved images that they can share with customers, from GIFs to how-to PDFs. Tags Tags can be applied manually by agents, or our intelligent contextualizer can add them to keep conversations organized. Macros Add, update, or remove macros in real-time for maximum agent efficiency. Supervisor Shadowing Supervisors can watch conversations and give agents feedback in real time. Character Counter A handy character counter keeps agents from being too chatty in each text sent. CSAT Hookups Send customers surveys and Teckst will flow answers directly to your compiler. Reply-Enabled Notifications Answer the age-old question, Where s my order? faster with shipping notifications that are reply-enabled. Full API Documentation With the Teckst API, developers can add Teckst to apps, workflows, internal tool systems, and more. Learn more about our dozens of features on our website at teckst.com