How One SnapEngage Client is Using SMS-to-Chat
U.S. Patriot Tactical is the nation’s largest off post military retailer for boots, uniforms, bags and gear. Processing thousands of transactions every day through their retail and online stores, customer service is their highest priority. SnapEngage live chat enables them to communicate with their customers in real time to provide product details, sizing information, shipping timeframes and more.
Beyond the standard website (desktop and mobile) live chat channels, U.S. Patriot Tactical is using one of SnapEngage’s newest features, SMS-to-Chat, to facilitate returns, exchanges and other billing inquiries. By including their SMS number on invoices, receipts and packing slips, customers are able to quickly contact U.S. Patriot Tactical’s customer service team via text message on their mobile device. This reduces the delays associated with email and caters to the increasingly preferred communication method of text message.
SMS-to-Chat functionality also allows users to upload and send images from their mobile devices (MMS) when they need to better illustrate the nature of their communication, such as in the case of receiving defective or incorrect merchandise.