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SMS for Staff and Customers

faster responses, faster decisions

The Dusk IOP SMS feedback functionality provides communication from the Dusk IOP web platform to staff or customers. Staff can be notified of updates and changes including safety notices or shift availability for casuals. Customers can receive feedback requests to support Net Promoter Score (NPS) figures. Links can be included and templates created to create consistent, quick communication to individuals or groups.

The real-time nature of the Dusk IOP SMS feedback functionality allows your teams to receive volumes of customer feedback much quicker than any other method, such as email. Customer concerns can be directly and quickly addressed, thereby increasing customer engagement, which leads to deeper relationships with your customers through automated communication. ROI realised very quickly with SMS bundles. If you need to alert your casual labour workforce of available shifts, a simple template and group of recipients ensures they receive it and can respond. Current customers are in many sectors including financial services, automotive, utilities, real estate and field services.

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The Problem

  • Understanding casual workforce availability
  • Manually checking activities such as approvals, requests
  • Low customer engagement
  • Unmeasured customer satisfaction
  • Resolution of simple issues missed
  • Unable to reward or develop staff based on positive or negative experience
  • Risk of negative feedback being expressed through social media and other channels

The Solution

  • Personalized SMS messages allowing customers to provide feedback from a link is included in the SMS
  • Customisable buttons (service, information, personal attention, knowledgeable, price and other),
  • Personalised SMS and the ability for customers to request a call back to provide further feedback.
  • Casual staff can at the tap of a button, confirm their availability
  • Workflow requests can be sent via SMS
  • Notifications for approvals can be sent out, removing hold ups on requests

The Features

  • Automated Communication
  • Personalised SMS
  • 5-star rating functionality
  • Customisable Options
  • Easy Approve/Reject
  • Group messaging
  • Create and save templates

The Benefits

  • Increase Customer Engagement
  • Cost Effective
  • Save Time and Effort
  • Improved Business Process
  • Address customer concerns directly and quickly
  • Know who is and isn’t available
  • Incentivise staff for performance
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Want to improve the messaging to your staff and customers?

Success Stories

How to improve customer service in 1 step

Dusk were given the challenge to provide a simple, professional digital solution for our client to contact their customers to receive feedback on the services of their account managers.