How Call Centers are Becoming “Text Centers:” Text Messaging for Customer Service

Internet and mobile technology have fundamentally changed how business is done. With more people working from home and consumers spending increasing amounts of time on their mobile devices, businesses are having to adjust to meet technological advancements and new consumer preferences.  There was a time when call centers only handled phone calls from customers. As customers have become increasingly digital, companies must find more efficient and effective ways to communicate with their customers.

Today, more than ever before, customer service has become one of the most important functions of the overall customer experience, and businesses are focusing on implementing personalized solutions rather than simply selling products. As a result, call centers have undergone a digital transformation — one that embraces the power of text messaging.

The Industry Follows Customer Preferences

Statistics show that in the United States alone, the average person sends and receives about 32 texts per day. What does this mean? In short, it means people like to text because it is easy and convenient. This provides the ideal opportunity to implement a digital customer service solution that supports messaging.

Today’s customer service is all about making the consumer experience as pleasant, personalized, and hassle-free as possible. Text messaging allows consumers to send questions and receive answers almost instantly. Better still is consumers get to drive the pace of the conversation, whether they are on-the-go or sitting on the couch, they can respond when it’s convenient for them, making text messaging the preferred method of communication over the phone for a vast majority of consumers.

Improved Satisfaction With Personalized Service and Dynamic Solutions

The issue with phone calls is they are a hassle for customers. that they tend to create an extra hassle for customers. Phone calls are a hassle because too often, they require the customer to sit on hold, repeat themselves, and interrupt their busy, on-the-go lives to have a voice conversation that can sometimes be hard to hear or understand. On the other hand, texting is fast and easy, with conversations capable of being on-the-go, and are aptly suited for our busy, digital lifestyles. 

That’s why many companies are now converting their call centers into innovative digital centers. With messaging, businesses are providing customers solutions for resolving issues more quickly and in more engaging ways, like with the use of photos and videos, or even by expressing emotion with emojis ? . Messaging is suited for every kind of inquiry, and can even respond to seemingly complicated questions that include:

  • Replacement product options
  • Troubleshooting guide links
  • Important documents or disclosures

Chatbots Help Improve Messaging Efficiency

While human-to-human correspondence is necessary at times, many of the most frequently asked issues can be easily managed by chatbots. Chatbots can help save time and resources, freeing agents up for more complex or higher priority concerns.

Digital transformation and customer experience are culminating with the advancement of chatbot technology being sophisticated enough that AI bots are having high-quality, human-like conversations with customers. With chatbots, consumers can get the information they are looking for much more quickly, reducing the need for phone calls and face-to-face interactions.

Call Centers Digital Transformation

While phone calls can be helpful in certain situations, they limit you and your customer to a single platform of communication. Messaging can be used across apps, social media, mobile devices, and more. This allows businesses to stay in contact with customers 24/7.

When customers have a quick question, they want fast answers, without any hassle. Texting with customer service is so easy, even grandpa knows how to do it. Text messaging for customer service is solving problems faster and with greater convenience for customers and agents.

Contact Us Today About Our Solutions

The importance of technology in customer service has become more important than ever as call centers steer away from single-channel communication. To learn more about how text messaging will enhance your customer service, request a demo today.

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Is Live Web Chat Effective?

In this consumer-driven, fast-paced market, customers want answers, and they want them now. Why make your consumers wait for information when you can connect with them immediately?

Live web chat is a popular form of communication for service and sales because both brands and consumers are comfortable using it. Live web chat enables communication that is easy and convenient, unlike phone calls and emails.  The benefits of online customer service for both businesses and consumers are plenty and its effectiveness can be seen in falling costs and rising customer satisfaction.

An Industry-Wide Transition

Live web chat has been around for at least 20 years, but many businesses are just starting to enable this channel. It continues to gain traction as companies search for ways to enhance their customer service. It’s used throughout a wide range of industries, such as retail, consumer goods, consumer electronics, online services, travel and hospitality, financial services, and more.

People are apt to engage when they are on your website and they have an immediate need. Web chat enables customer service agents to answer questions, provide support, and help guide customers to complete purchases online quickly. 

Companies that enable chatbots, as well as human agents, as part of their live web chat strategy are able to manage an even higher number of customer inquiries. Companies like Brinks Home Security have enabled multiple purpose-built chatbots that route customers to the most appropriate queue or agent, automate the referral process, and even boosts conversions of promotional offers.

When it comes to your website, this becomes a critical way to make yourself available to more customers and for consumers to be able to get the help they need at the time when they are actively engaging with your brand.

During times of crisis, it’s imperative to reframe your metrics and to look far beyond the number of customers an agent helps within a certain time frame. Agents need to be empathetic and that may lengthen interaction times. Consider focusing more on customer satisfaction.

The article is just one example of how companies can use effective digital strategies to weather the coronavirus storm and prepare for whatever the future may hold.  Download the full report on the Quiq website. 

What the Statistics Say

How do you measure the success of live chat? To start, statistics have indicated that about 73% of customers who use live chat feel satisfied after their conversation. This is a massive number, especially when you compare it to 61% of customers over email and just 44% over the telephone.

Better customer satisfaction ultimately turns into higher customer conversion rates and more positive reviews, and becomes a larger contributing factor to business success over time. It is easy to understand why live chat increases customer satisfaction rates when your customers know they can get the convenience of service at their fingertips rather than waiting on hold or sending an email and waiting for a response.  The immediacy of live chat is the more modern way customers get answers and complete transactions.

What Are the Benefits of Live Chat?

Customer service effectiveness can be measured by changes in consumer satisfaction and conversion rates. Live chat is a boon to both customers and agents because it offers both sides a more frictionless way to engage. Some of the benefits of live web chat are that it:

  • Saves abandonment and money: Did you know that 53% of online shoppers are more likely to go somewhere else if they can’t quickly find answers to their questions? Live chat will give you the versatility to respond to leads at the moment when they are actively engaged on your website.  Helping customers when they are most engaged with your site reduces the chance they will go somewhere else. 
  • Improves brand image: By using live chat, you can increase the number of people who buy your products or services, while establishing a stronger reputation. Live chat is an open door to consumers who want to engage with your brand. Brands that make themselves available more often to their customers will reap the rewards of customers who feel that their time and attention are valued by your brand, earning their repeat business and referrals.
  • Builds long-lasting customer relationships: Businesses ready to answer their customer’s questions quickly and in a friendly way begin to create a lasting bond built on trust and respect. According to 2015 statistics, 73% of consumers agree that the most critical part of good customer service is the company’s willingness to engage and show that they care. A little TLC can go a long way!

Reach out Now to Reap the Benefits of Online Customer Service

No matter what industry you work in, live web chat can have a major influence on your business’s success. Get in touch with us today to learn more about how Quiq can help enhance your customer service. You can also reach out to request a demo and see for yourself!

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