With the revolution happening now on customer service, businesses can maintain one number for voice and text. There is no need to use your mobile or private number for business any longer. You can keep your business and personal connections apart from each other.
Most people bring their cell phones wherever they go, which is why they are more receptive to text messaging over other forms of communication. It creates countless opportunities for businesses to communicate with customers, employees, and industry partners through call and text.
Research shows that a huge percentage of US consumers prefer to text customer support. In fact, 44% of individuals would rather send a text than be placed on hold.
If customers are more likely to use text messaging, why do businesses still need a phone line? It is because going mobile-only is not enough.
Have you ever tried using live chat? You open the chat window and start a conversation with chat support. You type in your questions and respond through chat. Then the agent asked for a minute or two to verify some information, and you are left looking at the chat box. To pass the time, you start to browse online only to realize you've been browsing for 10 minutes. You go back to the chat window, but the agent has already terminated the chat session after a minute for no response from your end. Does this seem familiar?
My encounters with live chat agents are passable. Chat support has its merits, but I can tell you that the entire process isn't exactly marvelous. The wait time is short, and you're not tied to a phone. But hearing a voice on the other end of the line is comforting in some situations. If you only have text support, you'd be neglecting some of your customers who would rather talk to a live person. It is where Texting Rights can help immensely.
Texting Rights enables mobile functionality in landline numbers so you can use your existing phone line to send and receive text messages, connect with mobile users, and stay up-to-date. Businesses can interact with a larger audience using a fast and reliable platform without buying a new software or new phone. By providing alternative support channels, you can interact with customers on different channels seamlessly.
How Text Messaging Improves Customer Service
In the article "Why SMS is the New Channel for Customer Support," the author Collin Mathilde explained that text messaging removes the hassle out of customer service which creates a win-win situation for the company and the customer. Here are some reasons why.
Convenience
Your customers text regularly, and they are very familiar with it. If a 70-year-old grandmother can text so can your customers. If some of your customers aren't comfortable texting, they can still call by phone.
More Channels
Your customers have another way to contact you. The more channels you have available, the better you can manage and resolve customer concerns.
Ease of Use
You don't need to buy new equipment or get another line. We can text enable your existing phone lines. Just sit back, and we'll do the rest. Once done, you can use your phone like you've always done without any interference. Text messages sent to your number will appear on your preferred internet connected device. Same phone line, but with new capabilities.
Increased Efficiency
Texting is casual. Customers can text while doing other chores, no need to wait on the phone. You can set up auto-replies for simple FAQs. Live chat operators can also handle multiple customer issues. There is no need for conversation fillers that phone support agents are required to give.
Data analytics
Gain insights and use analytics to improve your customer service processes.
Optimized for Mobile
The greater part of your customers is using their cell phones to browse online. Accessing chat support on a cell phone can be very frustrating. Text messaging is the ideal way to communicate on a mobile phone.
Text messaging is a casual way to interact with other people. Visit us at TextingRights to learn how you gain an advantage with text messaging.
