You can give Customers who are calling you the option to receive support via SMS. With this option, they still have the option to either continue waiting for the next available Agent or ask to receive help via SMS and leave the Voice queue, especially if they have a non-urgent support request.
This is a great option if you have a high volume of phone calls and would like to direct some of that traffic to SMS instead. It will also allow your Agents to focus on the most critical issues via Voice while still being able to connect with Customers with less urgent needs via SMS.
Aside from configuring IVR to SMS support, you can also use Gladly’s Send SMS API to set up a similar SMS workflow. Typically, we’d recommend this approach if you have many phone numbers but only want to make one of them “SMS-able” or if you have many international numbers and want to enable IVR to SMS on them, but only one of them (e.g., UK) is SMS-enabled.
