Sinch, which powers conversations between businesses and their customers through its Customer Communications Cloud, has launched SMS for Zoho Desk that extends Sinch MessageMedia’s two-way SMS capabilities.
Deepening existing integrations with the Zoho Suite — SMS for Zoho Desk by Sinch MessageMedia enables customer service teams to manage and address customer inquiries from a centralized platform, cutting down on response times and improving customer satisfaction.
“Customer service teams are integral to the success of a business — no matter the size. They shouldn’t be bogged down by siloed messaging channels, which makes it harder to support customers and frustrating for everyone involved,” said Sean O’Neal, president of SMB, at Sinch.
Seamless, one-to-one conversational messaging directly within Zoho Desk eliminates the need for support teams to juggle multiple platforms, and instant, automated responses free agents up to focus on more complicated customer queries.
Earlier this month, Sinche also announced its MessageMedia’s two-way SMS and MMS capabilities are being integrated into HubSpot’s Service Hub.
The integration provides marketing, sales and service teams with a 360-degree view of customers’ communications within the platform, ensuring full visibility across their business and consistent message delivery across channels.
“Businesses today face the ongoing challenge of juggling customer inquiries and engagements across multiple channels — email, phone, SMS and social. Through this new SMS and MMS Service Hub integration, Sinch MessageMedia makes it easy to streamline communications throughout the entirety of the customer journey. By connecting each part of our customers’ businesses together — from marketing and sales to service and support — we ensure the right messages reach the right people on the platforms they prefer,” said Doug Rubingh, president of U.S. & U.K., Sinch MessageMedia.
Sinch MessageMedia’s SMS for HubSpot solution provides one-to-one conversational messaging that enables brands to build stronger relationships with their customers. In addition, Sinch MessageMedia is compatible across other areas of HubSpot’s CRM platform, including the marketing and sales hubs.
“Our customers want to achieve great results fast, and we’re always looking to provide solutions and tools that will help them do their jobs quickly and streamline operations,” said Scott Brinker, VP of platform ecosystem at HubSpot.
Specific benefits include:
- Real-Time Communication – Customers expect instantaneous responses – especially when reaching out for support. Recent Sinch MessageMedia research found that 33 percent of customers expect an immediate response when digitally connecting with a brand; SMS can help businesses deliver prompt service, respond to urgent issues and maintain real-time communication with customers, all within the Service Hub.
- Customer Engagement – SMS messages have high open rates; using this channel for customer service can lead to higher engagement rates, more reliable delivery of critical updates and information, and more satisfied customers.
- Personalized Service – With HubSpot’s CRM capabilities and Sinch MessageMedia’s integration, businesses can personalize their SMS communications based on customer information and previous interactions, improving customer experience.
- Automation Opportunities – With HubSpot’s automation capabilities, businesses can automate certain SMS communications, such as appointment reminders, order updates, delivery reminders and service updates.
- 360-Degree View & Centralized Communication History – All SMS communications are logged within the same system as other customer interactions, providing support agents with a comprehensive view of each customer’s communication history, enabling them to deliver more informed and cohesive service.
For more information, visit https://messagemedia.com/us/
