HelpText - Turnkey text solution for existing call centre and IVR services

CLIENT
Journeycall Ltd - specialises in travel information in the UK and overseas. Services range from train and bus times to journey planning for the business and independent traveller. The aim is to find you the best way of getting from A to B at the lowest cost.

CHALLENGE
Journeycall wanted an easy supplement to their long IVR phone numbers. They wanted to enhance their customer relationship and open their business to 45 million mobile phone users in the United Kingdom.

SOLUTION
As the HelpText application is completely web based, it was ready to use within hours. Journeycall decided to use the keyword JOURNEY and a 5 digit short-code. Customers were immediately able to send their queries via SMS. To make sure everything was working properly our customer care team held a one-day training session to instruct the call centre operators. After that the system was up and running. Customers can query the departures of trains or buses via SMS and receive a direct respond to their phone from a live operator. There are no abandoned messages and operators see a complete message history of each returning customer. All statistics and message reports can easily be accessed via online reporting tools.