The leading social customer service engagement platform, Conversocial, has announced plans to launch an SMS channel with the aim to providing further support via the inclusion of Channel API and the integration of existing social customer service tools.

In partnership with the cloud communications platform company, Nexmo, the ‘two-way conversational support’ channel will include a range of functionalities, such as a welcome text with an opt out phrase personalised to each client, as well as data being securely preserved within Conversocial once a user chooses to opt out. According to the company, the integration of SMS functionality will allow users to experience inbound and outbound SMS messages, in addition to preset automated messages to access repeated commands such as ‘Stop’, ‘Help’ or ‘Menu’.

CEO of Conversocial, Joshua March, said: “As we see more and more channels join the ranks for an in-the-moment engagement experience, SMS will enable brands to take a step towards truly achieving a comprehensive personal connection with their customers in ways they’ve come to expect, conveniently, and securely. Customers are not who they used to be nor are they where they used to be, SMS integration is about engaging in the moment as a consumer experiences your brand. As customer expectations evolve, we are making sure that our clients stay ahead of the curve.”