Total Expert, a leader in customer engagement software for financial services, has announced the launch of Engage SMS, a new text messaging tool designed to help lenders engage in real-time, compliant, two-way conversations with customers. This solution enables lenders to use SMS to build loyalty, drive conversions, and meet consumer expectations through one of the most widely accepted communication channels.

1. Key Features of Engage SMS

   • Engage SMS allows lenders to communicate with borrowers via text using their mobile device, laptop, or desktop, enabling quick responses and real-time engagement.
   • Integrated into Total Expert’s platform, Engage SMS provides an additional touchpoint within automated customer journeys, making communication seamless and effective.

2. Enhanced Customer Experience

   • Lenders can automate outreach through personalized bulk messages and shift to one-on-one conversations when customers respond.
   • The tool offers an authentic, human-to-human interaction, boosting open rates up to 98% and response rates up to 45%.

3. Compliance Safeguards

   • Engage SMS is designed specifically for financial institutions, incorporating built-in compliance guardrails, including adherence to the Telephone Consumer Protection Act (TCPA).
   • The platform also ensures organizations’ 10-digit phone numbers (10DLC) are registered with The Campaign Registry, optimizing deliverability and providing easy opt-out options for contacts.

4. Statements from Leadership

   • Joe Welu, CEO of Total Expert: “Engage SMS combines automation with human interaction to help financial institutions meet consumers with personalized conversations wherever they are. This leads to deeper relationships and ultimately drives long-term customer loyalty.”
   • Dan Rogers, SVP at Rate: “We’ve seen more immediate responses from borrowers using Engage SMS, enabling the one-to-one engagement we need.”

5. Seamless Integration for Dynamic Customer Journeys

   • Engage SMS is seamlessly integrated into the Total Expert platform, allowing lenders to include SMS as part of their automated customer journeys.
   • Conversations remain accessible within the platform or app, ensuring that no opportunity for engagement is missed or misplaced.

Total Expert’s Engage SMS provides a compliant, efficient solution for lenders looking to enhance customer communication through personalized, real-time text messaging. With its seamless integration and compliance safeguards, Engage SMS empowers financial institutions to improve customer experiences and foster long-term loyalty.