Outsourced SMS Texting Support
Choose The CMI Group as your outsourced SMS texting support partner to deliver the service excellence your customers expect. Our omnichannel contact center manages every part of SMS support delivery with unparalleled proficiency from serving customers to capturing leads all while alleviating your administrative burden. As omnichannel customer service pros with deep expertise in SMS text message support, The CMI Group offers best-fit solutions that elevate your business.
At CMI, our motto, "Relationships Matter," reflects our unwavering commitment to nurturing long-lasting partnerships with our clients. Our sustained growth stems from our dedication to collaboration, business ease, and exceptional expertise in SMS texting support. We have an operational team focused solely on text messaging programs, ensuring the highest level of professionalism. We operate out of the Dallas-Fort Worth (DFW) metroplex with a nationwide network of remote agents as well as nearshore and offshore facilities for additional price flexibility.
The CMI Group can support SMS texting for all businesses from small to large enterprises in all industries including:
- Utilities
- Telecom, Broadband, Wireless, & Cable
- Healthcare
- Government
- Retail & E-commerce
- Banking & Finance
- Video Games
- Travel & Hospitality
- Law Firms, Attorneys, & Class Action
- Insurance
- Education
- Fundraising & Non-Profit
- Solar
- Software / Web App / Mobile App Support
- Automotive Service & Car Dealerships
- Restaurants and Food Delivery
- Real Estate
Our Approach
At CMI, our knowledgeable professionals work with you to identify an SMS solution that is both cost-effective and customized to your distinct requirements. Our swift, straightforward, and affordable approach ensures your business challenges are resolved, and clients are left delighted. We take pride in delivering empathetic and knowledgeable customer care. We are committed to SMS regulation and compliance, secure communication, and delivering exceptional customer service that fosters trust between you and your customers.
CMI’s Competitive Edge: Our People
Our remarkable success in text message customer service stems from our high-caliber agents. As participants in CMI's Employee Stock Ownership Plan (ESOP), our agents are directly invested in the company's financial growth as they tenure with the organization. This unique connection to CMI's prosperity, along with performance incentives, cultivates a deep sense of pride in our services and drives our agents to consistently strive for excellence in every customer interaction.
Your Internal Advocate
The CMI Group will develop a strong collaborative partnership by assigning a program manager to serve as your primary point of contact, acting as the constant voice of your business within our organization. This program manager is responsible for understanding your unique requirements, goals, and brand values. They will work closely with you to design, implement, and monitor your customized SMS support strategy while fostering clear communication and coordination between your team and ours. The program manager's commitment to your success guarantees a tailored, results-driven approach that aligns with your business objectives.
Training
Our SMS agents undergo a comprehensive training curriculum to learn about your products, services, and brand guidelines. We understand that everyone’s learning needs differ, and to ensure the training content is absorbed, we can use our Learning Management System (LMS) to personalize training on:
• Customer Service Skills
• System(s) and Usage
• Knowledge Base Materials Including FAQs
• Website Links
• Pre-defined Responses
• Quality Expectations
Quality Assurance
The CMI Group embraces a culture of continuous quality improvement (CQI). We have refined our process for over three decades, always ensuring that our agents are delivering the best service to our clients and that we remain on the cutting edge of QA methodology. The CMI Group performs scorecard-based interaction quality reviews that consider accuracy, speed, brand adherence, and rapport.
Data Driven
We pride ourselves on the level of data analysis provided to our clients. Our reporting suite will prove to be customizable, responsive, and anticipatory to your needs. Our team includes data analysts, operators, and developers that are highly experienced in creating reports, interpreting, and explaining the results.
Our real-time reporting dashboard allows you to monitor service operations, with report extracts available in various formats and scheduled to your preference. Below is a sample of our most commonly measured metrics:
● Number of SMS Texting Sessions
● Average Speed to Answer
● Abandon Rate
● Queue Time
● Average Handle Time
We also capture insights into common issues and new feature, service, or product requests.
Start Outsourcing SMS Support
Transform your customer service experience by outsourcing your SMS support to The CMI Group! Choose a plan tailored to your business needs and let us handle the rest. Our flexible pricing allows you to scale your plan up or down with ease, ensuring a perfect fit for your business. Whether you're launching SMS support for the first time or managing an existing process, our team is ready to seamlessly integrate into your operations.
We begin by creating a comprehensive knowledge base through close collaboration. Next, we develop scripting tailored to your unique business. The CMI Group is a dynamic organization that continually refines the knowledge base and scripting as we receive new questions from your customers or business requirements evolve.
Let's Connect
If you are interested in learning more about our outsourced SMS texting support program, click below to connect with us:
