Can you text-enable our current 1-800 (toll-free) number?

We can text-enable all 1-800 (toll-free) numbers in North America with zero service interruption to your phone calls. We also work with long codes (like 917-971-XXXX) and short codes (like 411411). Globally, we have coverage in more than 100 countries and can reach more than 6 billion smartphones.

How many resources do I need to get Teckst setup?

Little to no resources are needed to get texting setup within your current software. Our platform integrates with a variety of software including agent assignment, customer service, survey, and more with no time or resources needed from your team.

Is texting just for millennials?

All age demographics text, however, there is a large percentage (97%) or people under 45 years old who text daily. For boomers, though, more than 94% of them text daily according to a Pew Research survey and has been backed up by Harvard Business Review. In countries outside of the US, the percentages are even higher.

What’s the difference between web chat and texting?

The little web chat window requires a constant connection and any interruption results in the customer starting over. Additionally, the customer must give up a large chunk of time staring at nothing but that little window. With texting, customers can text you and go about their day, which gives time back to both your customers and your agents.

General Questions

What are some of the top use cases for mobile messaging?

Mobile messaging is great for the entire customer lifecycle. Let’s say a retailer signs up for Teckst and places our widget on their mobile site. A customer may come to the site and have questions about how products fit or what the return policy is. Your agent can give them answers, but also help them add items to their cart and even help them check out. Then, our industry-first two-way shipping notifications alert the customer of their tracking info, and the customer can reply if they have additional questions. Lastly, if the customer receives the wrong item, they can easily open the text and connect with customer care.

From buying season tickets to getting help resetting a password, mobile messaging is an incredibly efficient and helpful channel for your mobile customers. For a specific use case recommendation, email our sales team sales@teckst.com.

How do I know mobile messaging is a channel my customers want to use?

The best indicator that your customers may want to message you is if more than 50% of the traffic to your website is from a mobile device. If you don’t have this information, you can ask your analytics team. Generally, more than 65% of all internet traffic is from a mobile device, so most brands are at least at 50%, but there are some exceptions.

 

How is mobile messaging different from web chat?

Web chat is convenient for some customers who may visit your site from a laptop or desktop computer. As we’ve all experienced, a simple “chat with us” window pops up and your customer can continue exploring the site. However, on mobile, the web chat takes up the entire screen, forcing your customer to remain tied to that single window. Often times if the phone goes to sleep or your customer closes phone and puts it in their pocket, the connection is lost and the chat must be restarted.

Mobile messaging, on the other hand, is asynchronous, which means your customer can message in, close the screen, walk to work, re-open it, and continue the conversation without ever losing the connection. They can browse their different apps, send emails, etc, and when your agent replies, they receive an alert.

Do my customers need to sign up or download anything?

No. Let customers know they can contact you with our simple to set up widget, and your customers can pick the platform they already have. For example, more than 6 billion phones have SMS, and more than a billion have Messenger. We give your customers an option to choose the one they prefer, so rather than force them onto one platform, they can pick the one they already have. Those messages then get delivered to our software inside your system. 

Staffing

Will I need to hire more agents to handle all the messages?

No. We’ve launched with hundreds of clients, all of which either maintained or reduced staffing levels. This won’t happen overnight, but you will see up to 40% of your phone calls move to text messages, which can be handled up to 20 at a time per agent. 

 

Which agents are best for messaging?

Many of our customers believe that web chat agents are best for messaging, as the two writing styles and toolsets are similar. However, we have seen a lot of success with having the most-senior agents, regardless of channel, as the first ones to handle mobile messages. They will be able to understand the nuances of mobile messaging and apply feedback to administrators quickly for an improved experience for customers. 

 

How many messages can each agent realistically handle?

This depends on a number of factors, including the use cases that usually require a customer to contact your team. For password resets and easy-to-answer questions, agents can handle up to 20 conversations at a time. For more concierge-like services, such as helping a customer find, checkout, and track an order, we recommend agents handle around eight at a time.