Texting wasn’t even considered for customer service a few years ago, yet the average consumer was sending hundreds of texts per day. Today, texting customer service can make a positive impact in the customer journey from start to finish.
Here are three reasons why you should bring the power of texting to your customer service teams.
1. Customers want to text you.
Before Teckst, no easy-to-use platform for texting existed. So, we created it. The math was simple:
- There are more than 7 billion people on Earth
- There are over 6 billion smartphones worldwide–and texting is default-installed on all of them
- Not even the most hyped-up messaging platforms compare: Facebook Messenger and WhatsApp only see 1 billion active daily users each
More than 100 enterprises have added text messaging in 2016, and that number is expected to increase by nearly 1,200% in 2017. The beauty of texting is that it can help with customer care metrics like time to resolution and satisfaction for companies with highly mobile customers. If more than 50% of your customers are on a mobile device, let’s get chatting on the channel they prefer.
2. There’s a difference between human-to-human conversations and notifications.
Are you asking yourself, “Don’t I already do texting?” Maybe–but a notification is not a conversation. Consider this:
- Between 5% to 50% of notifications are never delivered because of the quality of the services
- Teckst has the same deliverability rate as consumer texting: 100%
Text message notifications were a major improvement in proactive customer service, but almost every single notification today is a one-way message. Any reply to that notification results in a robotic response telling the customer to call or email for help. Switching from that text to a phone call is an immediate “F” at unnecessary channel switching, a behavior proven to reduce customer satisfaction, sales and brandy loyalty.
3. Texting is more than a customer service channel, it’s a conversion tool.
As shopping has moved from in-store to online, the need for help to make the decision to purchase has increased. This has turned today’s customer service representative into something of a concierge. Take a cue from consumer behavior and use it to your advantage. Case in point: describing how something fits over the phone is weird. Sending a photo or video via a friendly text message is helpful.
- Customer service plays an integral role in today’s consumer journey. During pre-purchase, texting helps teams answer questions and achieve business objectives:
- Things can go wrong. Text allows customer care teams manage issues faster and in a more mobile-friendly manner during post-purchase: