Texting for business is still a new concept to many. It’s the missing piece to your omni-channel customer service strategy, and many aren’t aware of the impact this channel can have for consumers. We’re revolutionizing how this new channel connects customers and businesses in powerful new way. Here are a few common misconceptions, or myths, we want to dispel.
FALSE: This view uses today’s texting “filter”… texting is becoming is preferred communications method in today’s mobile society. The majority of today’s customers don’t want to talk on the phone, they want to text with the companies they do business with. Business Texting 2.0 enables real-time conversations, texting to the existing business numbers they might typically call. And for more than just a Yes/No exchange: We have may customers using it for detailed tech support with average text exchanges of 20+ texts per conversations, handled at 25% the cost of a voice call.
FALSE: Our customers are using text to engage with people of all ages. One customer shared with us the story of a 60-year-old couple unhappy with an experience at a favorite restaurant chain. The take-out bag had a card promoting a “call or text me” feedback line. The couple texted-in and were quickly directed to a nearby restaurant where the right food was waiting for them. The customer was delighted and the business delivered on its promise of quality.
FALSE: We see the conversational “business texting 2.0” channel quickly becoming between 10-30% of all inbound activity within a few weeks. The majority of our deployments are across the entire agent population because businesses quickly understand the pent-up demand for this communications channel. Salesforce expects conversational texting to become larger than the voice channel within 3 years.
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.