Aug 04, 2015 By Jeff Douglas

How a Simple Text Helps You Win the Customer Service Game: App Mavericks

in Customer Service, AppExchange, Mobile

There’s no doubt that businesses are becoming increasingly accessible and responsive to customers, thanks to the prevalence of social media channels and 24/7 customer service phone lines. However, there are very few businesses that engage in two-way text conversations with their consumers.

That’s where HeyWire comes in. HeyWire LiveText is revolutionizing customer experiences and business productivity by enabling two-way text conversations between customers and sales and service agents. Now mobile customers can easily text businesses at their existing business numbers.

I recently spoke with Meredith Flynn-Ripley, CEO and Founder of HeyWire, for a walkthrough of Heywire’s apps, LiveText Agent and Business Messenger.

3 Key Highlights

HeyWire adds text features to a company’s existing 1-800 or office numbers so that texts come from a number that customers are familiar with and are more likely to engage with.
With the LiveText Agent, customer service reps can text customers from within the Salesforce Service Cloud, allowing them to pull up each customer’s case history while messaging.
According to Flynn-Ripley, HeyWire customers observed a 32% spike in close rates when responding to inbound Web inquiries via the app, while customer satisfaction scores increased an average of 50 to 60% in the first two months after launching HeyWire.

Quick Takeaways

As a service rep, I can text customers from within the Salesforce service console, and flag potential leads or upsell opportunities for the sales team.
As a sales rep, I can contact leads as well as existing clients. I can access a customer’s profile and schedule sales meetings without ever leaving Salesforce.
As a customer, I’m able to text a service agent at a company to quickly resolve my issues. I can even send picture messages to show the agent what I’m looking at!

Behind the Scenes

The HeyWire LiveText Agent and Business Messenger apps use standard SMS text messages, so there is no special app needed. They fit seamlessly into existing workflows, making it easy to get up and running with minimal training.