Teckst

Teckst

Customer service texting platform

4.9/5 (30 avis)

Teckst - Présentation

Teckst is a cloud-based SMS and texting marketing solution for contact centers and customer service companies with a range of features including Facebook Messenger and WeChat connectivity, SMS/MMS, active ticket status tracking, desktop and audio notifications, single sign-on, and more. Teckst offers an interactive platform, enabling real-time and human-to-human communication between brands and their customers. Once the application is integrated with the user's CRM, it allows them to respond directly to mobile and SMS messages within their current workflow. The application lets users select and send messages from a predefined message database. This platform also allows customers to connect with their customer service provider via Facebook Messenger, WeChat, SMS/MMS, and more. Users can organize and track metrics using the chat tag feature.

With Teckst, users can assign tickets to available agents. To avoid overlapping agents, the software marks active tickets with a bright blue dot. It can also be integrated with Zendesk, Salesforce, Help Scout, Oracle Cloud Service, SugarCRM, FreshDesk, etc. The platform enables users to receive and respond to messages in one place, and even allows them to transfer conversations to other agents, managers, and CRMs.

Prix

À partir de
100,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

États-Unis

Langues

anglais

Teckst - Avis

Note globale
4.9/5
100% d'avis positifs
26
Excellent
4
Très bien
0
Moyen
0
Médiocre
0
Mauvais
Sawyer P.
Traduire avec Google Translate

Great product, easy integration, exceptional customer service

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 07/07/2017
Provenance de l'avis : Capterra

Great integration. Great SMS and FBM support solutions. Exceptional customer service.

Avantages

Teckst integrates extremely well into our Zendesk account. What originally drew me to Teckst's SMS solution versus others we looked at is that it really speaks to the hybrid nature of text support as a channel. What makes SMS so convenient for support is that customers can either respond right away like a chat or respond later at their convenience like an email inbox. Teckst speaks to each by offering both the email-like options and a more chat-like widget agents are able to pop out so they can have several conversations at the same time for real efficiency. We used a much less satisfactory solution before finding Teckst, and our agents were thrilled when they were introduced to the Teckst set up.

The customer service is exceptional. Our Account Manager is incredibly friendly and responsive. And she is just as much so now as she was when we first started with them all those months ago. She really makes it feel like we're a team trying to best optimize our solution and make sure it's working as well as expected and needed. The technical team of engineers is also on top of investigating any time we have an inquiry.

They also gave us early access to their Facebook Messenger solution, which works much like SMS does. It's quickly become one of our favorite channels thanks to their setup. It's been great being able to discover it as they are and to be able to give actionable feedback about the solution. Again, Teckst really makes it feel like you're a team.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Amanda B.
Traduire avec Google Translate

Working with Teckst over the past two years has been great! Helpful staff, robust platform.

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 06/07/2017
Provenance de l'avis : Capterra

Avantages

Our business is designed to save time for busy people, so fast service is really important. Our customers love texting and Teckst allowed us to implement this easily. We explored other messaging solutions, but Teckst expressed the most excitement about growing with us and helping us innovate as our business scaled.

The account management team was always super responsive and helped us decide the best way to launch SMS with our customers. The fact that it is seamlessly integrated with our Desk.com account allowed us to train our team of agents quickly and the learning curve was minimal. That was key to our success here.

Inconvénients

Desk.com doesn't support emoji usage, so for our first ~6 months of Teckst usage we weren't able to send customers emojis. Teckst ended up creating a workaround that allowed emoji usage on Desk, which was great for us. Our customers are big emoji users, so we saw an increase in CSAT once we started incorporating them in our messaging.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10
Chris C.
Traduire avec Google Translate

If you need an SMS provider, Teckst isgood

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 06/07/2017
Provenance de l'avis : Capterra

We provide a faster support channel that positions us where our customers are: on their phone.

Avantages

The implementation is straightforward with Teckst providing a white-glove service. Integrating Teckst with a CRM (we were on Desk and now on ServiceCloud) allows for an agent to quickly learn how to handle SMS cases since they're already familiar with the case paradigm. The Teckst platform is fast and responsive, meaning that there is little latency between inbound and outbound texts through the CRM.

The use of emojis is incredibly impactful which allows us to provide empathetic service at scale.

Inconvénients

Nothing major to mention! It would be great to have an admin dashboard so we could self-service, but I hear that is in the works.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Michael R.
Traduire avec Google Translate

Great product; feature-rich yet easy for agents to learn to use, all backed by first-rate support.

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 13/07/2017
Provenance de l'avis : Capterra

On it's initial small-scale test for confirming pre-scheduled calls to customers, we saw an 8.5% increase in decision-maker reach rates on those scheduled calls, and a 11.5% increase in sales conversion when decision makers were reached. The combined 22% lift in sales was a clear winner, and we are now looking to increase the automated use cases to include order confirmation, delivery confirmation, and more.

Avantages

All conversations are captured verbatim with auto-generated messages clearly differentiated from customer incoming texts and also agent outbound texts. That feature is vital for agent training, tracking customer history, spotting trends, First Call Resolution, and compliance-related issues.

Inconvénients

A few "shortcuts" (for instances, inserting a time and date for a scheduled callback from the dialer platform) were custom-developed and slightly klugy (requiring agents to insert a "carat", then a short code). Later iterations continued to improve!

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10
Hayden M.
Traduire avec Google Translate

Teckst has been super responsive to our needs and always keeps us updated on the latest releases.

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 13/07/2017
Provenance de l'avis : Capterra

Avantages

Their customer service has been really awesome. They are also quick to get us updated on the new features and overall any transitions have been painless. Super easy to work with them!

Inconvénients

We've been using them for a while now and it's taken a little longer than expected for them to add additional features that are becoming more common in the SMS world. But I do think they've started to ramp up lately.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Teckst - Prix

À partir de
100,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Pricing is per-agent, per month. Enterprise pricing is also offered. Contact Teckst for pricing information.

Teckst - Fonctionnalités

  • API
  • Chat
  • Gestion des flux de travail
  • Gestion des tickets de support
  • Intégration CRM
  • Notifications automatiques
  • Tableau de bord d'activités

  • Communication multicanal
  • Enquêtes et feedback
  • Gestion de la base de connaissances
  • Historique des contacts
  • Hiérarchisation
  • Intégration de tiers
  • Intégration des e-mails
  • Intégration des médias sociaux
  • Messagerie instantanée
  • Monitoring
  • Rapports et statistiques
  • Stratégie de marque personnalisable
  • Surveillance en temps réel

Plus d'informations sur Teckst

Teckst - Principales fonctionnalités

  • Analytics
  • Automated Routing
  • Automated Routing
  • Customer Engagement Center
  • Customer Engagement Center
  • Customer Support
  • Geo Targeting
  • Help Desk
  • Inbox / Queue Management
  • Inbox / Queue Management
  • Knowledge Database
  • Live Chat
  • MMS
  • Mass Texting
  • Offline Form
  • Persistent Chat
  • Proactive Invitations
  • Service Desk (ITIL / ITSM)
  • Shortcodes
  • Shortcut Messages
  • Transfers / Routing
  • White Label Branding

Avantages

• Lets customers communicate with sales agents over their most-used channels (SMS/text, Facebook Messenger, WhatsApp, Call-to-text).

• Teckst enables agents to answer questions quickly and easily to facilitate sales and prevent visitors from leaving the website.

• Teckst integrates with familiar systems including Zendesk, Oracle, Microsoft Dynamics, and more.

• Allows users to capture what their customers are asking for and what their purchase journey is so they can respond accordingly.

• Teckst updates cases and contacts in real-time, providing agents with full visibility into the customer’s history.

Teckst - FAQ

Voici quelques-unes des questions fréquentes sur Teckst.

Q. Quels sont les types de licence disponibles pour Teckst ?

Types de licences disponibles pour Teckst :

À partir de: 100,00 $US/mois

Type de licence: Abonnement

version d'essai gratuite: Disponible

Pricing is per-agent, per month. Enterprise pricing is also offered. Contact Teckst for pricing information.

Q. Quelles sont les principales fonctionnalités du logiciel Teckst ?

Fonctionnalités du logiciel Teckst :

  • Analytics
  • Automated Routing
  • Automated Routing
  • Customer Engagement Center
  • Customer Engagement Center
  • Customer Support
  • Geo Targeting
  • Help Desk
  • Inbox / Queue Management
  • Inbox / Queue Management
  • Knowledge Database
  • Live Chat
  • MMS
  • Mass Texting
  • Offline Form
  • Persistent Chat
  • Proactive Invitations
  • Service Desk (ITIL / ITSM)
  • Shortcodes
  • Shortcut Messages
  • Transfers / Routing
  • White Label Branding

Q. Qui utilise Teckst ?

Utilisateurs habituels du logiciel Teckst :

Entreprises de taille moyenne, PME

Q. Dans quelles langues Teckst est-il disponible ?

Langues dans lesquelles Teckst est disponible :

anglais

Q. Quels sont les types de licence disponibles pour Teckst ?

Types de licences disponibles pour Teckst:

Abonnement

Q. Teckst prend-il en charge les appareils mobiles ?

Nous n'avons pas d'informations sur les appareils pris en charge par Teckst.

Q. Avec quelles applications Teckst peut-il s'intégrer ?

Applications s'intégrant à Teckst :

Freshdesk, Help Scout, Oracle Service Cloud, SAP Business One, Salesforce Sales Cloud, Salesforce Service Cloud, Scout, SugarCRM, Zendesk

Q. Quelles sont les ressources d'aide disponibles pour Teckst ?

Ressources d'aide disponibles pour Teckst :

Support en ligne, Support téléphonique