Remember your first text message?

I sent my first text message using an Ericsson GH218 to a friend with a Nokia 1011 back in 1994 (yes, a very long time ago indeed). And while I don't remember the contents of my first text message exactly, I recall that it was exhilarating, fantastic, and unprecedented because (and this was the apex of coolness) it was the first time we could communicate this way.

We are wired to connect with others; it's part of our DNA. Today, dozens of popular chat apps and business messaging platforms vie for our constant attention and keep us in contact. Still, it's the humble text message with simplicity and straightforwardness that stands out above the rest. What started as a quick way to communicate with our closest contacts has become a common way to connect with friends, family, colleagues, and businesses worldwide.

Secure, integrated business messaging in Teams

Did you know that, on average, over six billion SMS texts are sent every day in the U.S. alone?1 That's approximately 67 texts a day, 180 billion each month, and 2.27 trillion each year, and a lot of "LOL's"! It is also an obvious choice for any organization wanting to engage instantly with customers.

Despite its popularity, Microsoft Teams doesn’t include SMS texting capabilities. But if your Teams users need this, then adding the 8x8 Voice for Microsoft Teams app supercharges Teams with integrated business messaging. It means that users can send and receive SMS texts, Multimedia Messaging Service (MMS) messages, and faxes conveniently and securely from Teams using their existing 8x8 business number. They no longer need to rely on unvetted third-party messaging services or use personal mobile phones.

Verizon's Mobile Security Index 2021 found that 31% of organizations relaxed restrictions on installing new and unvetted third-party apps as part of their response to COVID-19.2 While 26% of respondents experienced a data breach, nearly a quarter (23%) suffered mobile-related attacks as a significant number of employers allowed external connections to their organizations' systems. The 8x8 Voice for Microsoft Teams app is tested and validated by Microsoft, assuring you of the security, compatibility, and reliability that you expect from 8x8.

Boosting the customer experience

One of the significant advantages of integrating business messaging into Teams is that it adds asynchronous messaging. For example, your busy sales rep may only have a few minutes to connect with a customer, respond to a message, or provide some information.

But, using the 8x8 Voice for Microsoft Teams app, she can send information in an SMS, MMS, or even fax that the customer can pick up at any time without re-establishing context or scheduling a customer call.

These small messaging interactions boost the customer experience, and it's also what customers expect from a modern business. Quite simply, these technologies cut through the noise; they're quick and personal — creating a win-win for everyone.

Better employee experiences

As IT admins start gearing up to support hybrid working, employee self-service becomes critical. I recently wrote about how the 8x8 Voice for Microsoft Teams app enables self-service access for knowledge workers, contact center agents, or supervisors using Teams to handle uncomplicated phone administration tasks independently. That includes updating call forwarding rules, replacing music-on-hold audio, adjusting external caller IDs, and even logging in or out of call queues as call volumes change throughout the day.

Moving these routine tasks to users saves organizations not only time and money, but it also increases employee satisfaction. Rather than calling IT to change simple call management settings, like voicemail, Teams users can quickly modify them directly in Teams by clicking the 8x8 icon. This frees the employee to be more productive, while letting IT staff focus on more complex and pressing IT tickets for hybrid and home-based workers.

Intertwined experiences

Using the 8x8 Voice for Microsoft Teams app, Teams users can connect with customers using SMS, MMS, or fax whenever convenient and optimize the service to suit their needs.

And, since the employee and customer experiences are so closely intertwined, it is critical to consider how an engaged and motivated employee can positively impact customer experience.

Explore the 8x8 Voice for Microsoft Teams service and download the app today from the Microsoft AppSource.

 

[1] https://www.popularmechanics.com/

[2] https://www.verizon.com/business/resources/reports/mobile-security-index.html