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As you look at the many investments you need to make in your contact centers, you’re probably wondering where new digital channels fit in the mix. You know your customers are mobile. You’ve probably been investing in monitoring social channels and have been considering or already have installed Web chat. Is this enough? Nope.
Customers are now asking you about texting. Should you take on texting as a new customer service channel? Is now the right time? Yes!
Leading companies are now learning that customer texting is the best investment they can make to improve mobile customer delight, while simultaneously streamlining operations. It’s one of the few investments that can pay back 1+1 = 3 in record time.
By enabling customers to communicate with your business the way they want – anytime, anyplace — you can increase customer satisfaction dramatically.
Companies hear unaided feedback like “amazing!” when they open their service channels to conversational texting. It’s productive, accessible, friendly and frankly surprising, when customers realize they can now text with a business.
If implemented correctly, texting fits right in to your omni-channel strategy so you can adopt it easily within current processes and workflows. No lengthy pilots, no excessive training, no new infrastructure requirements.
Equally important, customers already know how to text. So adoption rates can be nothing short of “astonishing”, often migrating double-digit percentages of inbound contacts to texting in just a few weeks.
And since texting is more efficient and less costly, your bottom line benefits from customer adoption, again with benefits accruing in weeks or months not quarters or years.
