digital-messaging
Your customers are already engaging through a wide range of digital communication channels. OutPlex helps you meet them there—delivering fast, frictionless, and brand-aligned experiences through:
● SMS and text messaging
● Social media messaging
● Private and in-app messaging
● Messaging automation supported by chatbot integration
Whether we operate within your existing CX platform or provide a supported solution through our technology partners, our team ensures seamless setup, optimized workflows, and measurable results.
Digital messaging empowers your customers to engage on their terms—anytime, anywhere. It increases satisfaction, drives loyalty, and enhances operational efficiency by resolving issues quickly without the wait or frustration of traditional contact channels.
WHY PARTNER WITH OUTPLEX?
We deliver customer engagement powered by expertise, not just technology.
Partnering with OutPLEX means gaining a proven CX operations partner who blends human expertise with smart automation and digital messaging tools — whether we integrate with your existing platform or provide one through our trusted partners.
Our solutions are designed to accelerate response times, improve customer satisfaction, and reduce operational costs while keeping your brand voice consistent across every digital channel.
OUR DIGITAL MESSAGING SOLUTIONS INCLUDE:
● Assessment of your current digital engagement capabilities
● Integration with existing or partner messaging platforms
● Strategy design to balance automation and human support
● Continuous KPI optimization and reporting
● 24/7 operational and technical support
● Quality assurance, analytics, and improvement programs
The digital customer experience defines success in every industry — from retail and travel to finance and healthcare. With OutPLEX, you gain an agile, scalable partner focused on performance, innovation, and meaningful customer connections in every interaction.
What is Digital Messaging?
Digital messaging removes the bottleneck created by only offering phone support and allows you to connect with customers faster and more conveniently. By engaging with customers via digital platforms that they are already familiar with, and often prefer, you can assist more customers in less time using less resources. We categorize our digital messaging solutions into two primary offerings:
What is Messaging?
Messaging allows your brand the ability to improve customer experience, drive higher loyalty, and reduce operational costs by deploying conversational messaging in the channels your customers prefer: SMS, iMessage, Facebook Messenger, Webchat and many more. Customers connect with agents right away and can choose to respond immediately or answer at their leisure, ultimately allowing them to adapt support to their own schedules. That flexibility enhances the digital customer experience and results in higher satisfaction scores and increased customer loyalty.
Learn More About Our Messaging Solutions
What is Automation?
Automation utilizes artificial intelligence to identify and respond to customer queries via messages pulled from the knowledge base. Our sophisticated team of conversation analysts, programmers and bot tuners look at historical inquiries to develop the bot automation to function conversationally. Incorporating automation successfully can lead to higher containment rates, meaning that only the complex inquiries need to be transferred to human agents for resolution.
It makes all of your channels more intuitive and cost-effective by:
- Providing value within days—our bots can be installed quickly with minimum downtime
- Being easily programmable and able to respond to a broad array of simple, common queries
- Learning as it operates, becoming more accurate and helpful the more it is used
- Allowing integration between channels so that customers can instantly switch to another mode of communication as needed
Why go digital?
A good digital customer experience is beneficial to both your business and the customers who rely on you.
Independence
Automation plays a key role in answering simple questions and completing basic tasks. Agents need only get involved for more challenging inquiries. This empowers customers to solve their own problems: in one case, we used chatbot technology to increase a client’s customer self-service rate to 62% without sacrificing quality.
Privacy
Customers across all industries expect safe, private communication. This is especially important in the financial and medical sectors. We offer secure, protected channels that you and your customers can use with confidence.
Convenience
No matter where they are or what type of channel they prefer, customers can get help with any issue at any time.
Speed
Having to be rerouted through a call center or wait on hold is now considered a thing of the past. Customers want and expect to find the information they need within moments.
Cost Effectiveness
Your business could save up to 40% by switching to digital customer platforms. Such channels allow you to assist a greater volume of customers for a fraction of the time and investment.
Employee Effectiveness
Digital platforms enable your employees to go where they are needed and to leave routine asks for automation to handle.
An Edge Over Competitors
Customer experience is critically important. Businesses that invest in digital CX have an advantage over those that do not. This edge will only increase as customers move more of their lives online.