Cyara Solutions:
SMS & Email Testing and Monitoring
Ensure Your SMS Service & Email Interactions Perform Flawlessly
To be ready to answer your customers’ needs and requests, respond to their comments, and serve them great CX, you need to be reachable in any and every channel they choose to use.
Customer-obsessed organizations know this, providing true omnichannel service that includes SMS and email channels, and ensuring that service in those channels performs flawlessly.
SMS in the Contact Center
In terms of how consumers interact with businesses, the use of mobile and specifically SMS texting is on a steep upward trajectory:
- It’s Popular: About 65%, or 5 billion, people around the world send and receive SMS messages.
- It’s Effective: SMS open rates are as high as 98%.
- It’s a Differentiator: Over half of businesses aren’t using SMS yet to interact with customers.
But also… it’s challenging to get right. SMS channels must seamlessly integrate with other channels, like IVR, email, and conversational AI, since customers channel-hop as they move across areas of your business to accomplish different goals. Inbound and outbound SMS interactions must send and receive the right messages, to the right customers, at the right time, and must help them with things like 2-factor authentication and multi-modal interactions, alongside phone and web channels. How do you test SMS service to ensure the quality of customer experience delivers customer smiles at any scale?
The What, Who, When & How of Effective SMS Testing
What Is SMS Delivery & SMS Route Testing?
SMS testing tools or SMS testing platforms that test things like SMS delivery, SMS service, and SMS routing can show you whether a text message has been received or not, test the sending and receiving of SMS messages in-country and to any destination you specify, and provide reports and analytics on SMS channel performance.
Who Should Use SMS Testing, & When?
Customer-centric enterprise contact centers, telco carriers, and conference providers that rely on SMS messages to communicate with their customers should seek SMS testing tools, SMS testing service, or conduct their own SMS delivery testing to ensure this channel is a reliable, available, and positive method for their customers.
How Should Contact Centers Test SMS Service?
Whatever SMS testing tool, technique or SMS testing platform ontact centers choose to employ, they should ensure that they are able to measure and monitor the following key telecommunication performance indicators:
• SMS ID
• Timestanp
•. User ID
• Destination & country code
What Are the Benefits of Testing SMS Service?
With an SMS testing service or an SMS testing tool to assure quality CX, companies can enjoy:
Peace of Mind
Test SMS messaging and delivery in-country before it’s sent to your customer.
Oversight
Know with certainty whether an SMS message has been received, either sent or failed to send.
Reporting
Access real-time reporting and analytics via API queries.
Proactive fixes
Take the necessary steps to rectify any issues that are identified before your customers are impacted.
Learn more about this type of testing and how Cyara can help you meet your SMS testing service needs as part of assuring your entire contact center ecosystem, delighting your customers, transforming your CX with automation, and accomplishing this with less effort, cost, and risk. Talk to an expert today!
Email in the Contact Center
Today there are lots of mediums for customers to use — like SMS, the phone, chatbots and social media — but email is the first digital channel and remains highly popular as a way to connect companies to their customers via inbound and outbound messages. It’s an important part of any true omnichannel contact center, but as with every other channel, it’s only as good as the service it delivers.
Key Benefits of Using Email in the Contact Center
Ease & Outreach
Local and global customers can get in touch, and you can acknowledge, handle and resolve queries effectively.
Cost Saving & ROI
Email saves time and increases contact center agents’ productivity, which translates to time and dollar savings.
Personalization
Today’s consumers expect customized, tailored service. Email, if executed well, can help you meet this expectation.
Speed of Service
Email communication means companies can send and receive instantly, no matter where customers are located.
What to Look for in Your Contact Center Email Channel to Ensure Quality CX:
Email is a difficult channel for contact centers to support. Similar to the phone channel, inbound email volumes spike during peak times. Contact centers need to ensure that they can receive, track, and respond to every email.
Enterprise contact centers that use this channel should look for email testing tools or CX assurance platforms that can automate load testing and monitoring of email interactions. Conducting this type of testing and monitoring will prepare them for peak times, and make sure that systems can handle any load. Seek out services that can test and monitor to ensure:
- Emails are received, including ones with attachments, which sometimes bounce if the attachment exceeds a certain size.
- Inbound emails are legitimate, coming from individuals vs. potential malware entities.
- Emails are captured, routed, and handled by the email management system.
- The response time on emails is measured and tracked for visibility and control.
- Outbound emails are tested to ensure they are sent and received.
Organizations need a solution like Cyara Cruncher, to load test their email channel performance and monitor for assurance that this, as part of their entire contact center platform, is always delivering customer smiles, no matter the scale.
Learn More
See how the Cyara Automated Customer Experience Platform can help you achieve your CX Assurance goals, and delight your customers.