AI-powered help platform to introduce SMS enterprise texting options to optimize the shopper expertise
ST. LOUIS, Jan. 19, 2023 /PRNewswire/ — Capability, the AI-powered help automation platform, in the present day introduced the acquisition of Textel, a cloud-based texting platform. With the acquisition, Capability will improve the end-user buyer expertise by increasing its capabilities to incorporate AI-powered SMS enterprise texting options.
Textual content is quickly turning into an important factor of the customer support expertise and is being prioritized by companies, with 80% of customer support organizations set to desert native cell apps in favor of messaging by 2025. But, many SMS options provide solely primary two-way SMS performance, which does not eradicate the necessity for handbook customer support interactions. Collectively, Capability and Textel will optimize the shopper expertise by extending an AI-enabled, two-way SMS function to the Capability buyer base and introducing AI and automation into Textel choices.
“Offering the best buyer expertise is prime of thoughts for companies, however can create redundant duties that forestall staff from specializing in extra advanced initiatives requiring the next degree of consideration. Capability eliminates repetitive duties by streamlining help by way of net, cell, electronic mail and inner chat. Nonetheless, we wanted to include a lacking factor to the equation: SMS,” stated David Karandish, Capability co-founder and CEO. “Including Textel’s deep experience in SMS messaging will permit us to complement our present providing and provides groups much more time again of their days to finish their greatest work.”
Capability and Textel each work towards serving to companies present ever-improving ranges of help to create extra effectivity for inner and exterior groups and enhance bottom-line income for organizations of all sizes. Now, they’ll work as one crew to carry these capabilities to a rising variety of corporations and industries that want to remodel buyer help, together with contact facilities, excessive development corporations and small companies.
“The Textel crew has made unimaginable strides in forming partnerships with the trade’s prime CCaaS, UCaaS and POS platform creators and tailoring our platform to carry out on the highest degree, not just for small companies but additionally for family identify manufacturers on the nationwide and international degree,” stated James Diel, Textel co-founder and CEO. “Our partner-centric method creates an ‘straightforward button’ for our newly mixed crew to drive worth for our companions and assist any group that wishes to maintain its inner groups centered.”
By this partnership, Capability and Textel prospects and companions will proceed to obtain the standard service they love and count on, with entry to extra instruments that may remodel the shopper expertise. Textel will function as a subsidiary of Capability and can stay headquartered in St. Louis, working with over 1,700 prospects. The phrases of the transaction are confidential.
For extra data on how Capability allows self-service and helps groups do their greatest work, please go to Capability.com.
Based in 2017, Capability is a help automation platform that makes use of AI to advertise self-service, offering fast Tier 0 and Tier 1 help for patrons and inner groups. Capability solutions over 90% of FAQs and escalates extra urgent, nuanced points to the fitting particular person. Capability works throughout chat, electronic mail, and SMS to assist groups do their greatest work.
Based in 2014, Textel is the quickly rising texting platform for companies and call facilities designed to boost the shopper expertise, enhance buyer engagement, enhance contact heart efficiency and drive income. With prospects worldwide, Textel helps corporations talk quicker and extra effectively than conventional channels.
BLASTmedia on behalf of Capability
Marcus Alexander, CFO