SOURCE: HeyWire

HeyWire

September 15, 2015 09:00 ET

HeyWire Announces HeyWire LiveText Agent 3.0 on the Salesforce AppExchange, the World's Leading Enterprise Apps Marketplace

Customer Texting App for Contact Centers Lets Users Use Lightning Process Builder to Create Intelligent Text-based Processes That Complement Conversational Texting for Optimal Engagement With Mobile Consumers

CAMBRIDGE, MA--(Marketwired - September 15, 2015) - HeyWire® tod​ay announced it has launched HeyWire LiveText Agent version 3.0 on the Salesforce AppExchange, empowering businesses to connect with customers, partners and employees in a whole new way. ​The HeyWire LiveText® Agent app enables Salesforce omni-channel contact centers with two-way conversational texting via their existing toll-free or business phone numbers so customers can text to the business for sales and service. The new 3.0 release of LiveText Agent leverages the powerful Salesforce Lightning Process Builder to let users create intelligent workflows that use text messaging, without the need for complex coding. Now business can easily enable customers to text with agents for person-to-person sales or service assistance, and also leverage intelligent text-based processes to enhance the customer experience.

Built on the Salesforce App Cloud, the social, mobile and cloud customer platform built to transform sales, service, marketing and analytics, The HeyWire LiveText Agent 5 star rated app is currently available on the AppExchange at www.appexchange.com.

Key Features

Integrated with Salesforce Sales Cloud and Service Cloud consoles, HeyWire LiveText Agent adds SMS text messaging to omni-channel customer service. The LiveText Agent app lets contact center agents send and receive customer texts, retaining all interactions within Salesforce for service and compliance needs. Customers need no special apps since HeyWire LiveText uses standard text messaging technology.

HeyWire LiveText Agent 3.0 now leverages the Salesforce Lightning Process Builder so users can easily create customized, intelligent workflows that act on inbound text messages or trigger outbound texts such as appointment reminders, notifications and status updates. Texts can be uniquely generated, incorporating data from Salesforce records like names, times, case IDs and more to assure clear, informative customer communications.

New text-based workflows complement human-to-human interaction as customers can always text to a real contact center agent to discuss, confirm or reschedule, making the customer experience timely, personalized and convenient. LiveText Agent 3.0 also offers new features for sending texts to lists of customers, interactive text response (ITR), text-to-case creation, managing opt-in/out requests, and includes new management reports and optional short code support. HeyWire also offers the HeyWire LiveText Professional that enables Salesforce-compatible to1 customer texting by field sales and service professionals.

Comments on the News

  • "Today's leading companies are quickly realizing that texting is the preferred channel for mobile consumers, and it need no longer be the missing channel when it comes to business communications," said Meredith Flynn-Ripley, CEO of HeyWire. "Our LiveText Agent app brings 2-way conversational texting over the company's existing 1-800 and business phone numbers to Salesforce contact centers. Now with our new version 3.0 release, business can also augment human text interactions with intelligent text-based workflows that invite customer to engage or follow up using personalized text messages."
  • "Companies are looking to transform the way they connect with customers, partners and employees to thrive in today's connected world," said Ryan Ellis, VP, Product Management, AppExchange, Salesforce. "By leveraging the power of the Salesforce App Cloud, ​HeyWire provides customers with the proven social, mobile and connected cloud technologies to accelerate business success."

About Salesforce AppExchange

Salesforce AppExchange is the world's leading enterprise apps marketplace that empowers companies to sell, service, market and engage in entirely new ways. With more than 2,800 partner apps and more than 3 million customer installs, it is the most comprehensive source of social, mobile and connected cloud apps for business.

Additional Resources

HeyWire and LiveText are registered trademarks of HeyWire, Inc.

Salesforce, Salesforce App Cloud and others are among the trademarks of​ ​salesforce.com​, inc.

About HeyWire

HeyWire provides a leading cloud messaging service for businesses that care about their mobile customer experience management -- bolstering customer engagement and sales by directly connecting customers to businesses using two-way, conversational texting. The company is a pioneer in bringing texting to toll-free and office phone numbers, and provides award-winning messaging apps spanning contact center agent consoles, mobile devices and the desktop. HeyWire partners with leading providers of customer service solutions, CRM and telephony products to transform customer experience and sales enablement. HeyWire's proven solution delivers over half a billion messages per month through its mobile messaging platform inter-connected to traditional SMS global networks. HeyWire has been recognized with CTIA's 2014 Mobile Cloud Emerging Technology Award, the AlwaysOn Mobile 100, OnCloud Top 100 and Global 250 winner, as well as the PwC Promise Award. Visit us at http://www.HeyWire.com.

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