What is a Customer Service Message?

Customer service messages are messages that agents in a contact center environment can deliver to customers through email, SMS, chat, and voice. As many call centers have transitioned to omnichannel communication platforms, customers and agents are able to interact through these various channels.

Customer service agents can send messages through a contact center messaging platform. A contact center messaging platform can be integrated with customer relationship management (CRM) software, which organizes customer information such as phone numbers, emails, and call history. Agents can leverage their CRM to initiate or respond to customer messages. When an agent tries to reach a customer by phone regarding, for example, an upcoming promotion and reaches voicemail, they can leave a recorded customer service message. Many customers prefer text, so agents sometimes opt to send customers an SMS message. The process can also work the other way around when a customer initiates an interaction. Customers can send messages to a customer service agent’s designated SMS number. Alternatively, customers can also send a message through email.

Agents may need to leave their customers a message for various reasons, as many call centers provide customer service for companies in industries like telecommunications, utilities, and lenders. In call centers focusing on debt collection, for example, an agent may need to leave customers a message with the agent’s contact information. For subscription-based services, agents may need to leave messages informing customers that have missed a payment about a potential suspension or notifying them of changes to their accounts, and so on.