Tailored Brands, like so many other companies from retail to financial services, want to make doing business with them much more convenient. Opening up their “messaging doors” with channels like ,web chat, SMS/text messaging, rich messaging, and Facebook Messenger, are how these companies are slashing inbound calls without sacrificing the customer experience. In fact, these channels are enhancing the experience by providing easy, convenient ways for consumers to engage with companies at their convenience.
Here’s how companies are reducing their call center volume with the help of technology:
Give customers the channel they prefer
This one’s easy. Not every customer wants to phone or email you. In fact, almost no customer today wants to call or email a company. For Tailored Brands, the addition of text messaging was a way to adapt to their consumer’s shift from traditional methods of contact, like phone and email, to more convenient engagement channels. Because Tailored Brands is catering to their customer’s preference for digital channels like chat and messaging, they’ve deflected expensive phone calls, realizing a 175% increase in text messages received by each brand.
Let the channel match the customers’ challenge
Other companies, like the popular ski destination Jackson Hole Mountain Resort, have also reduced calls through text messaging. Jackson Hole was specifically looking for web chat as a more cost-effective way to engage with their guests. The company rolled out both web chat and text messaging and saw a drop in calls and emails because many of the customer’s inquiries were simple and straightforward questions like, “What are the tram hours” or “What are the recent snowfalls”. Answering these questions via messaging meant that reservationists were more available to help customers with bookings.
Prepare for spikes ahead of time
Whether it’s tax season, the wake of a big promotion, a product release, or Black Friday, you know when to expect seasonal spikes in call volume within your contact center. As they say, the best defense is a good offense and preparing for those spikes well in advance can help reduce inbound calls.
Some companies, like Williams Plumbing, have the added complication of not knowing when those spikes will happen. Severe winter weather and high volumes of emergency calls used to create spikes for the civil construction and plumbing company with offices across Montana, Wyoming and North Dakota. The company now uses text messaging on their mobile site, chat on their desktop site, and Facebook Messenger to ensure that their customers can reach them whenever they are needed. William’s Plumbing has seen their customers choose text messaging rather than waiting on hold, which has helped decrease their call abandonment rate from almost 13% to 5-8% and allowed the company to capture more leads for future services.