Textmagic Customer service made easy

What is Textmagic?

Textmagic offers a comprehensive solution designed to simplify customer service operations for businesses. It addresses common frustrations such as high overhead costs, rising customer expectations, and the complexity of managing multi-channel communication by providing a unified platform. Users can manage interactions across Live Chat, SMS, WhatsApp, email, and phone calls from a single interface, streamlining workflows and improving agent efficiency.

The platform incorporates AI capabilities to assist support teams, handling routine tasks like summarizing conversations or suggesting replies, allowing agents to focus on delivering exceptional customer experiences. Textmagic also features a no-code workflow builder for automating repetitive tasks and provides robust reporting tools, dashboards, and feedback mechanisms to help businesses track performance, manage service level agreements (SLAs), and make data-driven decisions to enhance customer satisfaction and loyalty.

Features

Omnichannel Messenger: Manage Live Chat, SMS, WhatsApp, Email, and calls from one screen.
AI Assistant (Point AI): Provides text paraphrasing, summarization, and suggested replies based on customer history.
No-Code Workflow Builder: Automate repetitive tasks and configure workflows without coding.
Unified Ticketing System: Organizes and handles support tickets with progress tracking, prioritization, and internal notes.
Business Intelligence & Reporting: Track team performance, set goals, manage SLAs, and gain insights through dashboards and reports.
Multi-Channel Support: Engage customers via Live Chat, Email, SMS, Calls, WhatsApp, and Facebook Messenger.
Virtual Phone Numbers: Obtain local, international, or toll-free numbers for calls and texts.
Automation Rules: Set up auto-responders and rules for incoming messages and ticket handling.

Use Cases

Centralizing customer support communications across multiple channels.
Automating routine customer service tasks and responses.
Improving agent productivity with AI-powered assistance and summaries.
Tracking customer satisfaction and support team performance.
Managing customer interactions and history with a 360-degree view.
Streamlining support operations for business owners and managers.
Implementing SMS marketing campaigns and alerts.
Providing real-time customer support via website live chat.

FAQs

What is Touchpoint?

Touchpoint is now part of Textmagic, a business messaging platform offering support, marketing, and customer communication tools.
Why was Touchpoint merged with Textmagic?

Instead of launching a separate tool, Textmagic chose to build Touchpoint’s features onto its existing platform for a more cohesive experience, faster innovation, and better long-term support.
Can I try out the features that were planned for Touchpoint?

Yes. Most features planned for Touchpoint are live or coming soon on Textmagic. You can explore them by signing up at Textmagic.com, including WhatsApp messaging, Facebook Messenger integration, Omnichannel chat widget, Email helpdesk, Task management, Sales pipelines (soon), and the Point AI assistant.
How does this affect existing Textmagic users?

There’s no change for existing Textmagic users; they gain access to new features originally planned for Touchpoint as they are integrated into Textmagic.
Which plan is best for my business?

The best plan (Essential, Professional, Connect) depends on messaging volume and needs. Essential is pay-as-you-go for occasional use. Professional offers monthly volume discounts for consistent use. Connect integrates with your existing CPaaS provider for high volumes.