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Opinion CX on Mobile

When New Technology is Seamlessly Innovative

From Heywire Business:

HeyWire Business, the leading enterprise mobile messaging cloud service, today announced it has launched LiveText on the Salesforce AppExchange, empowering businesses to connect with their customers in a whole new mobile-centric way. LiveText adds text to existing customer support numbers – including 1-800 numbers – enabling customers to have support conversations via text message with agents using the Salesforce Service Cloud.

Our Editors Dig a Bit Deeper -- Opinion below:

Every once in a while, an innovative new solution come along that delivers amazing new value — and yet seems to barely cause a ripple in the existing business processes of companies.

The latest one we’ve seen is Heywire’s LiveText Customer Support Platform. Fully integrated with Salesforce Service Cloud, it allows customers to seek support via SMS to the primary customer service phone number they normally use to contact a company. On the surface it seems innocuous, but think about it for a minute:  the same toll free phone number.

For companies with 1000’s of customers, getting them all to use a different phone number (mobile) for sending text inquiries is a big undertaking. I don’t know about you, but I know the 10 or so toll free numbers for the airlines, e-commerce, retail and other companies that I deal with all the time — off by heart. And I don’t want to have to learn a new one, especially if I need the old one still for voice support.

Seamless for the company too

With a fully integrated solution that resided right inside the Salesforce platform, it’s seamless for the company’s support team too. Any concerns about SMS being an isolated platform with big requirements for manual entry are wiped out — with the data seamlessly flowing from the SMS support application to the established Salesforce Service Cloud backend.

Now you see what we mean about no ripple in the operations pond — unless you mean creating a powerful new channel for support. Check it out at:

Oct 30, 2014 | Original Link

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