Digital Messaging

Customers are adopting digital channels faster than you can support them—until now. Use CSG's digital messaging solutions to communicate with customers on the digital channels they use today.

From Transactions to Interactions

Thirty years ago, text and email were never used to contact customers. Now, they’re an essential part of your customer communication strategy. But you’re not just looking at how to communicate with customers today. You’re looking to the future, where you’ll add digital channels as fast as your customers do. And do it all seamlessly and at scale.

CSG’s digital messaging solutions let you communicate with customers on the channels they use every day. Connect with customers through any digital channelthink SMS, email, social media, web chat, virtual assistants, Facebook Messenger, Apple Business Chat, and more. Behind the scenes, manage all your channels through a single platform. We’ve pre-integrated all of the channels for you so you can get up and running quickly. We’ve even tied them into our journey orchestration platform so you can outline and automate personalized end-to-end experiences.


Communication Has Never Been Easier

Sales and service organizations use CSG’s digital customer engagement platform to communicate with customers anytime, anywhere, on any device. We offer the latest digital channels out of the box, and we’re always adding new solutions so you can keep up with customer demands. Our digital customer engagement platform consolidates the digital channel management into one place. Use skills-based routing to send incoming messages to the right user, whether it’s a live agent or an automated bot. We also integrate with your CRM so you can review past customer interactions and answer customer questions faster.

Increase Customer Satisfaction

Let customers communicate with you when, where and how they want. We use Natural Language Understanding so customers can type or say any question and get routed to the best person to answer it, as fast as possible. And we don’t just support different channelswe also support multiple languages, so we can understand virtually any question customers have, however they ask it.

Balance Automation and Agents

When your customers have a common question, let bots do the heavy lifting. Help customers self-serve with preset questions and answers that get them to a resolution faster. Automation lets your agents focus on what they do besthelping customers solve complex problems that need a human touch.

Get Your Channels to Work Together

No more juggling different screens and applications. Agents can view and respond to incoming requests from a single dashboard, helping them be more efficient. All channels look, feel and operate the same so agents can easily move from one channel to the next.


Capabilities

Alerts and Notifications

When something changes in a customer’s account, they need to knownow. Notify customers of important account activity with CSG’s alerts and notifications.

Fraud Alerts

It’s a common challenge for financial institutions and consumers alike: how to reduce the risk of credit card fraud. Flag potentially fraudulent charges and alert customers in near-real time with CSG.

Surveys

Want to know what you customers are thinking? Just ask them. Use CSG surveys to get customer feedback you can learn from and act on.

Onboarding

You’ve done the hard work of getting customers to sign up. Now you need to do everything you can to convince them to stay loyal. CSG can help.

Automated Collections

In a perfect world, customers would pay their bills on time. But in reality, you need personalized invoice reminders and convenient payment options. CSG Automated Collections can help.

Campaigns

Customer engagement isn’t limited to one interactionit’s a series of interactions that build loyalty. Design and deliver omnichannel campaigns to engage new and existing customers with CSG.


Portfolio

Interactive Messaging

What defines good customer experience changes as frequently as the communication channels customers use. CSG can help you balance the demands of different customers in a way that’s scalable, affordable and effective.

Journey Orchestration

Consumers expect seamless experiences across all touchpoints with brands they do business with. Aligning your systems and processes to orchestrate conversations that are consistent and relevant to the customer’s journey—across channels—can ensure your business achieves measurable value.

Precision eCare

Precision eCare is a web-based suite of self-service solutions which allows you to customize your electronic interactions with your customers through multiple online channels and applications.


Resources

Explore

  • By Type

Digital Transformation: A Necessary Evolution

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The Journey of Strategic Business Communications

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Making communications seamless depends on bringing together technology, data, and process optimization. At CSG, we’ve revolutionized the traditio ...