Customer service · WhatsApp · Messaging
Customer service by WhatsApp, and enterprise messaging
Manages queries, alerts, incidents and conversations from the direct channels such as WhatsApp Business, SMS, Telegram and SMS two-way, automatic answer, templates, and referral to your team when necessary.
Attends, reports and accompanies you to your customers through the channels they already use.
Care more organized
Convert WhatsApp and other channels in a real way to care
SMS.es helps companies, e-commerce, agencies, and commercial equipment to sort conversations, respond more quickly and maintain a track clear of each query.
Conversations sorted
Manages messages from customers from channels configured for attention.
Assignment for computer
Assign conversations to areas such as Support, Sales or Attention.
Initial automation
Use automatic replies, flows and chatbots as the case may be.
Derivation of human
Active or pause the bot when appropriate, and passes the conversation to the computer.
Internal management
Assign conversations to topics, computers, or agents
A query does not always must be answered by the same person. With SMS.es is, you can organize conversations, to get to the appropriate area or are assigned to a concrete agent, according to the workflow of your company.
By topic
Support, sales, billing, orders, requests or renewals.
By agent
For example, to allocate a conversation to Joseph, broker, or support manager.
Bypass
When an automatic response is not enough, the conversation can happen to a person.
Assigned to Sales
Assigned to Support
Assigned to Joseph
Common case
Care for ecommerce, services, insurance, and companies with high-volume queries
The solution is not designed only for large support departments. It also applies to online stores, service companies, insurance companies, agencies, operators, academies, clinics, consulting and business that need to respond better without relying on just phone or email.
Care for ecommerce
Responds to queries about orders, payments, shipments, changes or availability from WhatsApp and other messaging channels.
Common interactions
- State of order or delivery.
- Questions about products or availability.
- Follow-up and after sales changes.
Practical benefits
- More clarity to separate sales, support and after-sales.
- Templates fast for common responses.
Care for service companies
Communicates requests, change requests, incidents, appointments and reminders without solely relying on phone calls or emails difficult to follow.
Common interactions
- Confirmation of applications received.
- Monitoring of incidents or efforts open.
- Reminders and notices operational.
Practical benefits
- More order to assign each conversation.
- Best bypass when the case requires human intervention.
Attention to insurance and paperwork
Use messaging to keep the client informed during documentation, renewals, or follow-up procedures, without promise complete management of the record.
Common interactions
- Notices of documentation.
- Informative coverage of claims or paperwork.
- Reminders of renewal or contact.
Practical benefits
- Clear messages to reduce uncertainty of the customer.
- First responses and referral if the case requires review.
Customer service channels
WhatsApp as a main channel, SMS and Telegram as support, as the case
Not all the channels serve the same purpose. SMS.es allows you to combine them in a practical way as consent, urgency, availability, configuration, and purpose of the message.
Main channel for attention conversational, support, sales, after-sales and follow-up.
SMS two-wayFor simple responses, confirmations, validations, and communications operating.
You can fit in communities, channels recurring or users that prefer this channel.
For notices in a timely, reminders, alerts, and brief communications.
For automatic responses, initial classification and referral to a person.
For a broader overview and channel management, see the platform omnicanal.
EasyDialog
Automatic responses, templates, and media content to better meet
EasyDialog allows you to prepare answers and flows for talks usual. The company can use reusable templates, text messages, multimedia content and automations that help you manage the first contact, without losing the option of human intervention.
Reusable templates
Pre-defined texts for questions, notices, confirmations, and answers frequently asked.
Multimedia content
Messages with pictures, documents, or other resources supported based channel.
Automatic responses
Early responses to guide the client and ask for basic information.
Bot hover
Turn on or turn off the bot when the process needs automation or care manual.
How it works
An interaction is clear from the first contact
The customer writes by WhatsApp, SMS, Telegram, or you receive a notice.
The conversation enters the channel configured for attention.
You reply with a template, a flow, a bot or a person.
The conversation can be assigned to a topic, team, or agent.
If the case so requires, to drift to the team depending on configuration.
Automation practice
Automates the repetitive, not so delicate
A good automation of customer service is not a substitute whenever a person. To reorder initial responses, ask for basic data, classify applications and derive better cases that require human intervention.
See chatbots for attentionIdeas of use
Messaging customer service at specific times
These ideas show common uses of customer service by WhatsApp, SMS, two-way, Telegram and chatbot, always subject to the available channel, configuration and applicable policies.
Care more orderly
More control for your team, the less noise for the client
SMS.es helps to centralize messaging channels, assign conversations, automate first responses, use templates, and maintain a more clear. It is not presented as a substitute of a universal contact center to complete, but as a layer practice of enterprise messaging for care, sales, support and follow-up.
Good practices
Prior to automate, define how you want to attend
The messaging for customer service works best when used with clear criteria, appropriate consent and have realistic expectations.
Indicates when will respond to the computer and what type of queries are addressed by each channel.
Difference sales, support, after-sales, requests, renewals, and documentation.
The flows should help, not to block the client in complex cases.
Defines what conversations are going to support, sales, billing, or individual officers.
Use each channel according to permissions, purpose, regulations, and rules.
Avoid asking for sensitive information by channels which are not suitable or without the correct frame.
Platform CPaaS
Messaging channels business in an environment ready to grow
SMS.es allows you to work with different communication channels from one platform CPaaS-oriented businesses, e-commerce, agencies, integrators, partners, and resellers. For customer service, the value is in combining WhatsApp, SMS, Telegram, templates, auto-replies, bots, and allocation of conversations according to each process.
By necessity
What channel can fit better in every interaction
The choice depends on the type of conversation, urgency, consent, cost, availability of the channel and technical configuration.
For care, sales, support and follow up when you are expected to exchange of messages.
For confirmations, short answers or validations simple SMS.
For users who already agree to communicate on that channel.
For reminders, states, or short communications with direct reach.
To automate attention repetitive and guide the application.
To connect submissions and responses with specific processes when it makes sense.
See also the plans and pricing or seeking guidance in contact.
Frequently asked questions
FAQ customer care for WhatsApp and messaging
How can you help SMS.es customer service?
SMS.es helps companies to manage communications of attention, notices, follow-up, initial responses and conversations on channels such as WhatsApp Business, SMS, Telegram and SMS two-way.
How can I deal with customers by WhatsApp?
Yes. WhatsApp Business can be used for discussions of care, sales, support and follow-up, as long as you respect the policies of the channel and the setting agreed upon.
Can you assign conversations to agents or departments?
Yes. The conversations can be organized and assigned to topics, teams or particular agents, for example Support, Sales, Billing, or a specific person on the team.
What allows you to EasyDialog?
EasyDialog allows you to work with automated responses, reusable templates, text messages, multimedia content and streams we can help you to manage frequent consultations or early interactions.
How can I turn on or turn off the bot?
Yes. According to the case and the settings, the bot can be activated or paused to combine automation with care when necessary.
What is SMS bidirectional for customer service?
The SMS two-way enables the client to respond to certain messages SMS. You can serve for confirmations, simple answers, queries or brief operational processes in concrete.
How can I automate common responses?
Yes. You can put initial responses, flows or chatbots to organize frequently asked questions, collect basic information or classify requests before you refer them.
Do SMS.es replaces a contact center?
SMS.es helps to manage communications and automations for messaging channels. According to the case, you can complement processes of care, but should not be submitted as a substitute for universal contact center solution complete.
Can I integrate customer service with my systems?
When the project requires it, we can assess integrations using API or webhooks to connect communications with internal processes. The feasibility depends on the system, the flow and the channel used.
How do I apply for a demo?
You can request a demo from the contact page. The team will review your use case, channels needed, type of care, automations and possible assignments internal.
Care for messaging
Organizes your conversations, customer care WhatsApp, SMS and automation practices.
Tell us how you attend to today to your customers and help you define what channels, templates, bots, mappings and flows, can fit into your operation.
