SIGNAL, Twilio’s Annual Customer and Developer Conference is a virtual event centered around improving customer interactions and creating a better customer experience with Twilio’s suite of developer tools. While presenting a session at Twilio SIGNAL 2020 titled ‘How TextKit takes Twilio Channels beyond the contact center,’ we took the opportunity to unveil TextKit, a modern business text messaging platform enabled with enterprise-grade compliance features.
The talk presented by Statflo’s Co-Founder Kevin Gervais and Product Marketing Manager Melissa Yuen focussed on how our new developer SDKs and APIs work with Twilio channels to equip frontline teams to build powerful customer relationships.
Frontline staff members are the unsung heroes of the COVID pandemic. They’re constantly putting themselves at risk to serve us better. TextKit aims to simplify the lives of these customer-facing employees and arm them with a platform that makes efficient customer outreach a matter of few clicks. The customer outreach channel that our platform focusses on is business text messaging.
Because our transactional data shows 10% higher conversion rates on replies to text messages, a number that is 6 times higher than other customer outreach channels. Additionally, we also observed a 3% conversion rate on conversations in which the customers did not reply to the text messages, a number that is 2 times higher than other channels.
Sending text messages to your customers can quickly backfire if not done in a legally compliant manner. One unintentionally typed wrong word can lead to millions of dollars spent tackling lawsuits and minimizing legal exposure; not to mention loss of jobs, damaged reputation, and negative press. We also realized that it’s not just your customers who need to be protected but your frontline as well because they are also often at the receiving end of offensive messages.
That’s why we made TextKit - a platform for the frontline powered with enterprise-grade compliance features like redaction, PII, on-prem storage support, DNC, inbound and outbound content filtering, and more. Our intelligent filtering ensures your frontline uses business text messaging to have conversations that adhere to legal, security and brand compliance rules.
“We took everything that is great about Twilio, especially features like Channels, Compliance, Conversations, and the ability to connect to Flex, and added elements that allow it to be used by the frontline teams. The idea was to enable the frontline with tools that help them easily complete all kinds of tasks they do outside of the contact centre environment. These additional features, along with an interface that can change on the fly, ensure that they can create great conversational experiences through scripting, cadences, and sendables.” - Kevin Gervais, Co-Founder, Statflo
TextKit’s sendables enable frontline teams to go beyond the simple SMS and do more over text by providing access to the best shareable content around the web within the conversation itself. It also support integrations with popular tools like Stripe, Zendesk, Salesforce, and many other platforms that are used by enterprises. This equips customer-facing employees with the ability to access marketing, sales, and support tools and apps within a text conversation. Another important feature that TextKit is powered by is ensuring the sendables are also checked against compliance filters so that nobody sends or receives any inappropriate content.
To summarize, TextKit is based on 4 core principles:
To learn more about how TextKit can help you engage, retain, and grow you customer base, book your free demo today!