HeyWire Integrates LiveText Agent 3.0Salesforce AppExchange, Customer Texting App for Contact Centers

By CIOReview | Monday, September 28, 2015

CAMBRIDGE, MA: HeyWire, a provider of cloud messaging service for businesses unveils HeyWireLiveText Agent version 3.0 on the Salesforce AppExchange for businesses to connect with customers, partners and employees with a modus operandi. The application facilitates Salesforce omni-channel contact centers for two-way conversational texting through their already existing toll-free or business phone numbers. This allows the customers to text the business for their concerned sales and service.

The new version apart from these leverages Salesforce Lightning Process Builder to permit users to create intelligent workflows enabling the use of text messaging without the need for complex coding. Customer with this facility will be able to text with agents for person-to-person sales or service assistance thereby supporting intelligent text-based processes to enhance the customer experience.

As HeyWireLiveText uses standard text messaging technology,c ustomers do not require special apps. It retains all interactions within Salesforce for service and compliance needs. Salesforce Lightning Process Builder, along with the app can support users to create customized, intelligent workflows that act on inbound text messages or trigger outbound texts such as appointment reminders, notifications and status updates. It can generate unique texts integrating data from Salesforce records like names, times, case IDs and more to assure clear, informative customer communications.

Complementing human-to-human interaction, customers can always depend on a real contact center agent to discuss, confirm or reschedule, making the customer experience timely, personalized and convenient. Sending texts to lists of customers, interactive text response (ITR), text-to-case creation, managing opt-in/out requests, including new management reports and optional short code support are the other specific features. Furthermore, by field sales and service professionals it enables Salesforce-compatible to one customer texting.