SwiftCase texts your customers when their case moves on, and Switchboard answers the texts that come in, with the same access to the case as on the phone. No app to download, and it works on any mobile.
SMS Features
The agent answers the texts that come in. SwiftCase sends the ones that go out. It reads text only (not photos sent in), and it can't put a texter through to a person, so tell customers who need one to ring.
A customer texts your number and the agent replies. It finds their case, checks it's them and tells them where things are up to.
Texted in a new phone number or a better time to visit? It updates the case, the same as it would on a call.
It keeps the conversation with each number going for six hours of quiet, so a customer can reply later without starting again.
When a case reaches a stage, SwiftCase sends the template you've written, with the case's details filled in.
Ask a question in a text, such as "reply 1 to confirm", and the reply writes the answer straight onto the case.
Each text's delivery receipt is recorded, failed sends are tried again, and the text sits on the case's timeline.
Message Examples
Templates you write once, with the case's details filled in each time one goes out.
Sent by SwiftCase
The workflow decides when a text goes. Nobody has to remember to send it, and there's a record when someone asks whether it went.
Queue a text for a set time, such as the day before a visit. It goes without anyone remembering to send it.
Payment received, inspection booked, report issued: the case moves on and the customer hears about it.
Text a group of staff when something needs them, and let each person opt in or out of the group.
What was sent, to which number, when, and whether it arrived, all on the case for anyone who asks.
Use Cases
Fewer wasted visits. Customers confirm with a one-digit reply, and the answer is on the case before anyone looks.
Confirm payments, send receipts and remind people about what's outstanding, straight from the case.
Tell customers when their case moves on, so they don't have to ring to find out.
Customers text in to ask where things are up to, and the agent finds the case and tells them.
We'll show you how SMS integrates with SwiftCase and Switchboard. Automated reminders, two-way conversations, and replies written by an agent.
