SkySwitch has integrated Business SMS services with Rocket.Chat, a leading open-source web chat application.
Business SMS is a huge differentiator for resellers in the UCaaS industry—which is why we’ve written so much about how it will soon trump email and become a necessary component to any organizations’ communication strategy.
This upward trend we’ve predicted has pushed our team’s initiatives to create more Business SMS usability options. As a result, our latest tech development is the integration of Rocket.Chat for SkySwitch Business SMS.
Why Integrate Business SMS With Rocket.Chat?
The demand for real-time online collaboration is increasing at a rapid rate, just as much as the demand for Business SMS. Many companies already utilize a form of web chat, whether it be Skype for Business, Microsoft Teams, Slack, Workplace by Facebook, or of course, Rocket.Chat. Being able to send business text messages directly through a familiar, intuitive interface is a fantastic feature.
Rocket.Chat is an open-source application that offers greater customization and security options than their top competitors. Since it’s open-source, users can download the software and run it on their own server, putting them in control of where chat data is stored. The greater autonomy of security settings, roles and permissions make Rocket.Chat a prime interface to integrate Business SMS with (especially if the SMS data exchanged between the business and consumer is sensitive).
How Does the Rocket.Chat Integration Work?
In order to utilize this new integration, the user must have a Rocket.Chat domain. From there, SkySwitch resellers will configure the end user’s Rocket.Chat application, which is detailed in the instructions provided by SkySwitch. The configuration process includes obtaining a Rocket.Chat authorization token, creating an incoming and outgoing webhook and configuring ReachUC SMS routing.
Once configured, end users will be able to send and receive text messages within a designated channel on Rocket.Chat.
How to Effectively Position This Integration In the Sales Process
For your customers that already use Rocket.Chat, it’s a given that the convenience of utilizing SMS through the same interface they use every day is a plus. However, how do you pitch the benefits of this integration to a customer who isn’t a current user?
One major advantage we’d like to highlight is that the Rocket.Chat integration allows an entire team to easily collaborate in real-time on a conversation. The ability to collaborate in this fashion creates the potential to drastically increase efficiency.
For example, let’s say your client is using SMS as a customer support option. When the customer support team receives an SMS through Rocket.Chat, the entire team has visibility to that message. So, if an employee assigned to a customer support ticket needs to step out, or cannot resolve an issue on their own, another employee can jump into the conversation with full visibility of all previous messages in that SMS thread. This cuts down on wait time, elevating the reputation of your client’s business.
The SkySwitch team plans to continue developing more SMS options within Rocket.Chat, as well as integrating with other systems, so make sure to stay tuned for updates.