Smith.ai answering services features an intelligent messaging system that helps you screen and prioritize your calls. An integral part of that service is the instant call summary sent almost immediately after your call. When we first started, we sent it out via text message, but as we grew, our pros indicated their needs had grown. Here is a story of how one of our pros used Smith to support the customer service team of their busy online storefront.
How May I Direct Your Call?
When we first talked with our e-commerce pro, we were a little confused how we were going to help them. Unlike many of our pros, they didn’t just want us reducing incoming spam calls or live call transfers. Instead, this pro wanted more information about our transcription services.
The Task: Transcribe live phone messages for their customer service department and deliver those messages into their customer service queue — via email.
The Approach: Integrate an email messaging system that filters messages by disposition as rapidly as our text messages do.
The result is an enhanced email customer service team that could filter out high-priority customer service emails without the pro having to read every one of them. By screening and prioritizing their customer contacts, we increased their customer service department’s productivity as well as their customer satisfaction.
The Option to Choose
Email Messaging is a feature we have added at the request of one of our pros, but we recognize that it is not the solution for everyone. That is why we are offering it as an option, instead of an addition. Smith pros now have the choice of receiving a text message or an email message when a call is received.
If you are wondering how they differ, the main thing is the potential length of the instant summary message. Text messages are limited to 140 characters, (longer when MMS is enabled) while there is no limit on emails. This flexibility leaves you with plenty of room to design your custom solution for handling messages.
So take your choice: do you want to be notified the long way or the short way? Either way, you’ll still receive the same Smith call screening and prioritization. It’s just another way we help you build better relationships with your clients.