Years ago, we quickly recognized that texting was emerging as a go-to method for instant communication – and not just for young people. In 2015 there were 1.9 TRILLION text messages exchanged in the U.S, that is more than 4 MILLION text every minute! The fact was, it was no longer 2005 and we had to adapt to the changing needs of our customers. So we created a product to give contact centers the ability to send and receive text messages called the Textdesk™. This product allowed contact centers to have real conversations with their customers through texting. Agents didn’t even need to have cell phones to use it!
Based on feedback from clients, we continued to enhance the product with new features. When we came up with the concept of unifying text with an individual’s email, our customers loved the idea. So we set out to create a new service that would bring workers and customers together in this natural way. It would function in the same way as voice mail and email already do in most offices.
Businesses would not only have all of their email, text and voice mail in one place – they’d have it archived in their existing email system. This meant that nobody would have to install or configure any software. By now, developing this product had become my mission:
“Deliver a simple and affordable text service that works for any kind of businesses. Make it easy to use and scalable – whether you’re a sole proprietor or a company of 20,000.”
What surprised us the most in developing this product was the realization that we’re not really changing the way people behave. They’ve already been texting business numbers for years (thinking they are mobile numbers). It’s just that the recipients were never getting the messages. These missing messages could easily translate into lost opportunities. This was just as true for us as it was for our customers.
Soon after text enabling our business land lines, we started getting some important messages that we otherwise would have missed. And it made me ask the question, “How many important messages can any business afford to miss?”