Hankyu Travel International Co., Ltd. often had trouble reaching the call center, and online reservations were not being used much. To improve the situation, where the number of overflow calls reached 150,000 per month whatsapp number database at times, the company introduced SMS to resolve the situation. The company came up with a strategy to send SMS to customers who were unable to get through on the phone, directing them to the online reservation page. This successfully reduced the stress of not being able to get through on the phone, while at the same time creating opportunities for reservations to be made via the web.
Reference: Leisure and travel SMS IVR integration case study | Hankyu Travel International Co., Ltd. | SMS sending service “Kuuden Push”
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summary
Many operational issues at call centers can be resolved by introducing SMS. SMS can be sent to mobile phone numbers, and has a high delivery and open rate, and is instantly delivered to the other party. Many people have b2b phone list notifications set up, so messages are delivered immediately. Another benefit is that you can follow up on phone calls and send URLs that are difficult to convey in words by text. SMS can significantly improve call center operations, so consider introducing it.
