“By text-enabling our business telephone numbers with Aerialink, our customers now have the option to call or text us at any of our branch offices. We internally use Aerialink’s browser-based Conversations application to receive and respond to customer text messages as well as inquiries from our field technicians. We found Aerialink’s communications service to be robust, easy to use, and even easier to deploy and administer.”Matt Beckwith
CLARK PEST CONTROL
Aerialink® Conversations (PDF) is a best-in-class SaaS application for organizations aiming to support personalized, customer interactions through conversational texting. It enables you to send and receive text messages from and to a text-enabled toll-free or standard business landline number from your browser on any device.
In fact, texting has become the preferred method of communications for the majority of business customers today. Conversations allows you to engage with multiple customers in one-on-one conversations. It is entirely cloud-based and intuitive to use, so you can start texting with your customers within minutes.
“I don’t know anyone who likes calling a business. […] We think you should be able to message a business in the same way you would message a friend.”Mark Zuckerberg
Facebook at F8 in 2016
How It Works
From their mobile device's native messaging app, a customer texts an inquiry to your business number. The message arrives in the secure, browser-based Conversations inbox, similar to an email application. If the user is registered in Conversations, the agent will see the customer's first and last name displayed and can reply with a personalized response. An agent may also assign a new text message or an entire conversation to another agent or group of agents. The Conversations application maintains the thread of the conversation, making it easy to follow past interactions between the business and the customer. An agent may also initiate a dialog by sending out an initial message to a client.
Conversations supports centralized management of all text conversations across an organization. By so doing, it simplifies operations; provides management visibility to customer communications; and supports collaboration through its multi-agent application design. Conversations seamlessly interfaces with Aerialink Cloud Communications Platform to deliver an end-to-end solution that connects your business to over 1200 mobile carriers worldwide. It is designed from the ground up as a SaaS application with collaboration at its core. Conversations offers a feature-rich experience with the flexibility to tailor workflows to meet an organization's needs.
It supports any size business from small organizations to large enterprises. Aerialink also offers Conversations to service providers, resellers and multi-tiered organizations that require a white-labeled application for which they have complete control over application administration, provisioning and branding.
- Supports message collaboration via a shared inbox approach with options for private conversations as well.
- Centrally manages all your conversational messaging with multiple business phone numbers, agents and groups in one account.
- Supports text-enablement of existing landlines including toll-free and non-toll-free numbers.
- Supports auto replies such as “we are currently closed and will get back to you” and quick replies based on standard, pre-written customer responses.
- Allows you to assign a conversation to an agent group or another individual.
Supports both one-on-one conversations and one-to-many messages sent to a distribution list of customers.
- Provides simple administration to add users & assign to them groups.
Supports message forwarding to your email inbox and mobile messaging app — from where you can also reply.
- You can easily add a Click-to-Text button to your website to help users initiate conversations.
- Best-in-class SaaS application with scalable pricing and global message delivery.
Enables application white-labeling for service providers and qualified, large end customers.
- Texting to existing toll-free and standard business phone numbers opens up an important new customer channel that benefits your customers and your business.
- As a complete end-to-end solution, Conversations allows you to quickly get to market and differentiate your customer service to improve customer satisfaction and grow revenues.
- Conversations not only offers one-to-one and one-to-many texting, but augments it with powerful team collaboration and workflow features to support small and large businesses.
- Customers gain visibility of their business-to-customer communications through a centrally managed solution.