The Wait is Over
Texting has been around for more than 20 years, but until the introduction of the iPhone, it’s been a secondary communication channel. The blessed iPhone lead the way to a text-messaging revolution with customers, but companies have remained in the dark ages when it comes to customer care. Sure, some have ventured into the world of social media. Ask any marketing director what the conversation rate of customers from social is, then ask them how much it costs to promote on the various platforms. It makes national commercials look cheap.
In a sneaky survey, thousands of customers were asked to rank customer care channels in order of most favorite to least favorite. The sly survey-makers (we swear it wasn’t us) included text messaging as a channel. The result? It was the most-requested channel. Coincidentally, texting was not available until now.
Teckst is the first FCC-approved, national carrier-approved (AT&T, Verizon, T-Mobile, Sprint, etc.) texting platform. We’re integrated with Salesforce/Desk, Help Scout, and ZenDesk. In less than five minutes, companies can sign up and start texting with customers. But why would a company want to do this?
Firstly, as stated above, customers want it. Ask yourself if you’d rather wait on hold, or send a text message. Would you rather scream, “Agent!” or reach one with a few taps on your screen? Secondly, it’s actually cost-efficient and time-efficient for companies’ customer care teams. Calls are pricey to staff, and 1-800 numbers aren’t exactly free for companies. Web chat is a cool concept, but it’s not mobile friendly, and still requires an always-on connection. Good luck starting a web chat session while holding a laptop walking down the stairs to the NRQ train. Ridiculous!
Teckst solves multiple problems with one, simple platform. Agents receive less calls, therefore those who do call get through faster. Agents can handle an unlimited number of texts at a time, but only one call or six web chats (if they’re an octopus). Texting is an active passive channel, so the expected response is different from all other channels. That means users can send a message, receive a, “We got your message. We’ll get back in a few,” and the customer is not upset. When calling, this translates to minutes (or hours) on hold. That’s no good!
Here is where we’d normally insets a lot of statistics about who great texting is. But rather than do that, we’ll let you marinade the idea of texting with customers. The entire customer care team dynamic changes, and you can actually see a smile on the face of your upset customer. Rather than force them to use archaic channels, you serve them on the channel the most-prefer, and they smile. Heck, some even laugh if your customer care team is good enough. Send an emoji, an animated GIF, or a joke. All through text.
Pretty cool, right?
Teckst was created by Seamless/GrubHub pioneer creative director Matt Tumbleson. He noticed that customers were forced to use ancient channels to communicate with the innovative food-ordering company, so he dismantled customer service norms and created a system that works with the customers and the company. Texting with companies is frictionless, time-saving, and cost-saving.