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Responding to customers quickly is important, especially in critical situations. You’ve sent a secure message to a client with an urgent request from a caller, but what happens if they don’t respond?
Manual Operator-Involved Dispatch
Using traditional message-delivery methods, operators dispatch messages and set a repeat to confirm that the client received the message. While this is typically effective, it uses valuable operator time, and reminders can occasionally be missed, leading to delays in responding to the caller.
Streamlined Message Dispatch
To automate the process, after an agent saves a message, a secure message is automatically sent to the appropriate person or group using Amtelco Secure Messages. The app securely sends real-time messages with speed and reliability, incorporating numerous time-saving features such as persistent alerts to improve collaboration and response times.
Tracking the Message Status
Detailed audit trails are available with Amtelco Secure Messages, monitoring messages, and showing important information such as when a message was sent, read, and marked as completed by the recipient. This gives you a chronological record of activity for tracking and accountability.
Automated Escalation
But what if the message isn’t read? Amtelco Secure Messages monitors the message status and can automatically send an SMS escalation message to the recipient after the customizable escalation delay setting has elapsed. To maintain message security, the escalation message doesn’t reveal the message contents. A simple “You have an unread message from Terry Phillips” reminds the recipient to read it.
From a Customer’s Perspective
Customization features available in Amtelco Secure Messages ensure the app meets clients’ needs. According to Solomon Heath, a developer at Dexcomm, “Another big feature of Amtelco Secure Messages is the ‘delivered when read’ setting. Every customer that we have uses that feature because that’s what they prefer.” For Dexcomm’s clients, that reliability directly impacts response times. “If the message isn’t delivered within 10 or 15 minutes, it creates a dispatch cue. Usually it’s a dial-up escalation at that point.”
Get Started
To learn more about how Amtelco Secure Messages and the SMS Escalation feature help ensure clients are responding in an appropriate timeframe, read more about setting up escalation messages on TechHelper, Amtelco’s online customer support resource.
