Stay Ahead In Your Customer Service Game: With echowin’s New Feature, Your AI Agent Can Deliver Relevant Information Via Text Messages

Introducing the game-changing feature on echowin that will revolutionize the way you communicate with customers during phone calls! Say hello to our new 'Text While You Talk' option, designed to provide your customers with relevant information instantly - right when they need it most.

Get ready to elevate your customer support experience with this innovative upgrade on echowin's customer portal. When you edit or create a knowledge item from your Agents page, you'll now have access to a powerful new tool that allows you to send important information directly to your customer's phone via text.

To enable the feature on your knowledge items:

1. Login to your Client Portal.
2. Go to "Agents" section on the sidebar.
3. Click on your agent.
4. Click the "Configure" button by the "Knowledge" skill.
5. Click on any knowledge item you already have or create a new one. There should be a new option to enable texting at the bottom.

Picture this: A customer calls in and inquires about a specific topic. Instead of keeping them on the line and wasting their time, echowin simply asks if they'd like to receive a text with the relevant details. If they agree, echowin sends them the information they need, tailored to their request.

But that's not all - this incredible feature offers endless possibilities for enhancing your customer interactions. Check out some of the exciting use cases this 'Text While You Talk' option enables:

1. Lead Generation

One of the most important aspects of running a business is attracting customers, and with the launch of this new feature, we make it easier than ever for businesses to generate leads from phone calls. Let's take a real estate agency for example. Here is what the interaction could look like:

Real Estate Agency: Thank you for calling Horizon Realty, we provide realtor services for the Denver metro area. How may I help you?

Caller: Hi, I was wondering if you guys can help me sell my house?

Real Estate Agency: Absolutely, we can assist you in every step of the process of selling your house. Would you like me to text you a link to schedule a time with a real estate agent to discuss the details?

Caller: Yeah, that sounds great.

Real Estate Agency: You should receive a text with a link shortly.

Caller: Great, thank you!

2. Appointment Scheduling

Another use case for this new feature is appointment scheduling. Let's say you run a medical clinic called "Healthy Life Clinic" and a patient calls in to schedule an appointment. With the new text feature, you can send them a text message with a link to the appointment scheduling system.

Here's how the interaction could play out:

Healthy Life Clinic: Thank you for calling Healthy Life Clinic. How may I assist you today?

Patient: Hi, I need to schedule an appointment with Dr. Smith.

Healthy Life Clinic: Sure thing. Would you like me to send you a text message with a link to our appointment scheduling system?

Patient: Yes, please.

Healthy Life Clinic: Great, you should receive a text message shortly with a link to schedule your appointment. Thank you for choosing Healthy Life Clinic.

3. Sending Address To Customers

Another use case for the new text feature is to send customers the address of your business. This can be particularly useful for businesses that are difficult to find or located in busy areas. 

Here's an example interaction:

BeanBistro: Thank you for calling Bean Bistro Coffee House. How may I assist you today?

Customer: Hi there, I'm not quite sure where you're located. Could you please give me your address?

BeanBistro: Absolutely! We're located at 1955 Broadway, Denver, CO. Would you like for me to send you a text message with our address and maybe a link to a map for easier navigation?

Customer: Yes, that would be really helpful. Thank you!

BeanBistro: You're welcome! You should receive a text message shortly with our address and a map link. We look forward to serving you at Bean Bistro Coffee House!

4. Collect Payments

One excellent use case for the new text feature is to collect payments from customers. This can be particularly useful for businesses that don't have a physical storefront, like consultants or freelancers. 

Here's an example interaction:

echowin: Thank you for calling Thompson's Consulting Services. How may I assist you today?

Client: Hi there, I'd like to make a payment for the consulting services I received last week. What's the best way to go about that?

echowin: That's great to hear! We can send you a text message with a secure link to our payment portal. Would you like me to send that to you now?

Client: Yes, please.

echowin: Wonderful, you should receive a text message shortly containing the link to our payment portal. Thank you for choosing Thompson's Consulting Services!

5. Providing Product Information

Imagine you run an e-commerce store called Gadget Galaxy and a customer calls in to inquire about a specific product. You can now use the text feature to send them a link to the product page, where they can find all the information they need.

Here's a potential scenario illustrating the value of this feature:

Gadget Galaxy: Thank you for calling Gadget Galaxy. How can we assist you today?

Customer: Hi, I'm interested in the SmartPro Headphones you have on your website. Can you tell me more about them?

Gadget Galaxy: Sure thing. We have a lot of great information about the SmartPro Headphones on our website. Would you like me to send you a text message with a link to the product page?

Customer: Yes, please.

Gadget Galaxy: Great, you should receive a text message shortly with a link to the product page. If you have any further questions, feel free to call us back. Thank you for choosing Gadget Galaxy!

6. Sending Discounts and Deals

Another use case for the new text feature is to send discounts and deals to customers. This can be a great way to incentivize purchases and build customer loyalty.

Here's an example interaction:

SoundWave Headphones: Thank you for calling SoundWave Headphones. How can I assist you today?

Customer: Hi, I'm interested in buying a new pair of headphones and it looks like your product is a good fit for my needs. Can you tell me if you guys have it available in blue color?

SoundWave Headphones: Yes, we do! We have a special promotion running right now. Would you like me to send you a text message with a discount code?

Customer: Absolutely! That would be awesome.

SoundWave Headphones: Great, you should receive a text message shortly with a discount code you can use at checkout. Thank you for choosing SoundWave Headphones!

7. Sending Follow-Up Information

Another use case for the new text feature is to send follow-up information to customers. This can be particularly useful for businesses that have a lot of information to share, like educational institutions or non-profits.

Here's an example interaction:

Prestigious University: Thank you for calling Prestigious University. How can I assist you today?

Student: Hi, I'm interested in applying to your university. Can you tell me more about the application process?

Prestigious University: Of course! We have a comprehensive application process that includes submitting an online application, academic transcripts, test scores, and recommendation letters. Would you like me to send you a text message with a link to our admissions page for more detailed information?

Student: Yes, please.

Prestigious University: Great, you should receive a text message shortly with a link to our admissions page. If you have any further questions, feel free to call us back. Thank you for considering Prestigious University!

8. Sending Order Updates

TechTreats: Thank you for calling TechTreats Gadget Store. How can I assist you today?

 

Customer: Hi, I placed an order for a smartphone and some accessories about 30 minutes ago. Can you give me an update on when it will be shipped?

 

TechTreats: Sure thing. Your order is usually shipped within the next hour. Would you like me to send you a text message with a link to track your order?

 

Customer: Yes, please.

 

TechTreats: Great, you should receive a text message shortly with a link to track your order. Thank you for choosing TechTreats Gadget Store!

9. Sending Event Reminders

Another use case for the new text feature is to send event reminders to customers. This can be particularly useful for businesses that host events or webinars.

Here's an example interaction:

TechTalks: Thank you for calling TechTalks Webinars. How can I assist you today?

Attendee: Hi, I signed up for a webinar next week but I can't remember the details. Can you remind me?

TechTalks: Sure thing. We have a lot of great information about the webinar on our website. Would you like me to send you a text message with a link to the event page and the schedule?

Attendee: Yes, please.

TechTalks: Great, you should receive a text message shortly with a link to the event page and the webinar schedule. Thank you for choosing TechTalks Webinars!

10. Collecting Feedback

Finally, the new text feature can be used to collect feedback from customers. This can be a great way to gather insights and improve your business.

Here's an example interaction:

Phone Assistant: Thank you for calling Bella Italia Ristorante. How can I assist you today?

Customer: Hi, I just dined at your restaurant and had a fantastic experience. Is there a way I can leave feedback?

Phone Assistant: Absolutely! We would love to hear your feedback. Would you like me to send you a text message with a link to our feedback form?

Customer: Yes, please.

Phone Assistant: Great, you should receive a text message shortly with a link to our feedback form. Thank you for dining at Bella Italia Ristorante!

We hope this new feature will help you make your customer interactions with echowin even better than it already was. We would love to hear about other creative and innovative use cases you might have created with this feature. Feel free to contact us through any of our social media channels or email at support@echo.win for any feedback or comments.