Introduction to TextGen

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TextGen is revolutionizing the way businesses revolutionizing the way businesses communicate.

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  • Direction for presenter: Click to show the two trend lines that illustrate the upward trend of text and static trend of voice
  • After the script is complete, log onto the TextGen site
    Walk through the headers: Data, Live chat – explain the difference
    Walk through the list of transcripts, and explain each of the fields: Collected Channel (Mode) Details Units Actions
    Dig into the transcript detail – highlight the fact that all data is captured in real time and is an exact copy of the text – no loss of integrity.
    On the left side of the screen discuss the filters and channels, and how they are used
    On the right side discuss the “actions” buttons and how they are used.
    Go to “settings” at the top right
    Walk through the “Request a script” and how that works
    Walk through “Edit a script” and how that works
    Walk through “Select a channel” and show the difference between text, ivr and live chat
  • Introduction to TextGen

    1. 1. Make your business phone smarter and more versatile with text revolutionizing the way businesses communicate R4: 8-20-2013 www.textgen.com Call or Text 978-528-4120 1
    2. 2. Communication is not moving to text… it’s already there. R4: 9-10-2013 www.textgen.com Call or Text 978-528-4120 2
    3. 3. Ah HA! TextGen • TextGen is a business telephone number that supports both text and voice conversations, making a traditional telephone line more versatile and “smarter”. Voice Voice • TextGen delivers text conversation data in a manner usable for business. Web Web TextGen allows clients to converse with businesses as they do with friends and family. • Text Text • TextGen retains all the conversations from voice, text, or web channels in a single collector. • TextGen programs are set up very quickly – often in a matter of hours. • TextGen Collected conversations integrates into any business process Access all the conversations in the TextGen portal, download in a variety of formats, or automatically forward the data to other programs. R4: 9-10-2013 www.textgen.com Call or Text 978-528-4120 3
    4. 4. Why TextGen? • • • • • Convenient, fast, efficient. Mitigates labor costs. Ideal for quick, specific requests. Customer needs one contact number for voice, text or web. No app, no special codes, nothing to remember or download Text-based conversation using TextGen can be enabled for virtually any business need ranging from software registration, to take-out orders to subscription management and everything in between. R4: 9-10-2013 www.textgen.com Call or Text 978-528-4120 4
    5. 5. Your business is texting you just don’t know about it P A P A P A R4: 9-10-2013 Employees are using cell phones to receive texts from clients and the conversation is unusable by the business TextGen puts the data and contact information into the hands of the business, not the individual. Can’t securely store text data as you would voice, email or web data TextGen stores all conversations together, and exports easily to a company database where YOU control who has access. The data does not accumulate – there is no historical data TextGen retains information, until you remove it. www.textgen.com Call or Text 978-528-4120 5
    6. 6. A conversation with TextGen Imagine “A Great Home” (AGH) is an apartment rental community with 10 buildings and various homes in mid-Atlantic region. Text “vacancy” or call AGH 215-555-2345 Nate is looking for an apartment: – Nate needs a 1–bedroom in Philadelphia – Nate see AGH ads with a text-enabled number. The ad says text “Vacancy” to that number. – Nate sends a text to that number with the word “Vacancy”; and here is what happens: R4: 9-10-2013 www.textgen.com Call or Text 978-528-4120 6
    7. 7. Looking for an apartment 555-555-1212 Vacancy Welcome to AGH R4: 9-10-2013 N: vacancy AGH: Welcome to AGH. Please follow the prompts. City? (for live help: ?0) N: Philadelphia AGH: # Bedrooms? (for live help: ?0) N: 1 AGH: Apartment or house (for live help: ?0) Nate doesn’t understand the question, so he types: N: ?0 This launches a free form, live agent chat window where Nate can ask for clarification N: is a house only a room for rent, or is it an apartment in a large home? AGH: It is an apartment in a larger home. (To leave live chat: /resume) Now with clarification, Nate can resume his search N: /resume AGH: Apartment or house ? (for live help: ?0) N: House TextGen can work with the company database to retrieve the correct data and provide the listings that match the criteria. AGH: 123 south street, apt a Philadelphia 1bed, 1bath. Appt? Y or N N: Y www.textgen.com Call or Text 978-528-4120 7
    8. 8. Next steps and benefits The script would continue with instructions about setting up the appointment ─ it may offer a transfer to an agent or an appointment setting program to complete the appointment request. The benefit to the consumer (Nate) is: •Instant contact •Instant record of the request and conversation •Company contact information is stored •Accessible from anywhere – maybe Nate texted from a location where a call was not appropriate. He can privately search for his new home, in his own way, in his own time. •He can access a live chat or office worker to help him if he needs it and return from the chat with a simple text command The benefit to the client (AGH) is •Instant record of the request and conversation •Error-free transcript •Easy to measure and track •Makes follow up a snap •Client contact is stored in the database automatically •Adds another dimension to consumer communication with the business R4: 9-10-2013 www.textgen.com Call or Text 978-528-4120 8
    9. 9. TextGen – Behind the scenes Drill down for the conversation detail A complete record of all your conversations is housed in the cloud – filterable by number or script. R4: 8-20-2013 www.textgen.com Call or Text 978-528-4120 9
    10. 10. Live demonstration Please have your mobile phone ready Select “text” mode Enter: 781-350-4989 Text: Hello And wait for the response from TextGen (follow the prompts) To end your conversation text: /end Let’s log in and take a look at your transcript www.textgen.com R4: 9-10-2013 www.textgen.com Call or Text 978-528-4120 10
    11. 11. Which TextGen for you? TextGen: • One text enabled 10-digit number – either new or existing • One Q&A script • Email and/or text notification • Access to the reporting website • 90 days message storage TextGen Pro: • One text enabled 10-digit number – either new or existing • One Q&A script • Email and/or text notification • Access to the reporting website • API to populate company databases • Web hooks to access data from company databases • 1 year message storage • iPhone/Android app Consumers can text your business the same way they do friends and family. TextGen is convenient, fast, efficient and affordable. Text-based conversation creates a permanent record of conversations for more accurate data and better customer service. TextGen can be enabled for virtually any business need. R4: 9-10-2013 www.textgen.com Call or Text 978-528-4120 11

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