The Guide to Writing Effective Business Text Messages

While using SMS messaging to communicate with customers can be an effective business strategy, its success is dependent on the business’s knowledge and skills. Digital customer support is complex, so it’s important to develop a strong communication plan that will keep every consumer coming back. Knowing how to write an effective customer service text message is the key to succeeding in today’s competitive market.

Tips for Writing Effective Customer Service Text Messages

Texting is an informal type of communication that people engage on with their families and friends every day. It’s much more efficient and convenient than making a phone call or meeting in an office. Customers today expect immediate, personalized service without having to put in additional effort. Text messaging achieves these results by putting companies right into the pockets of those customers. That’s why it’s so critical to have a solid strategy in place before integrating this technology.

1. Develop a Prioritization System

The first step in sending effective customer service messages is to develop a prioritization system. This step plays a major role in organizing the process and improving customer service efficiency. As questions arise, it can help prioritize them based on urgency and order of importance. This helps ensure that troubleshooting questions and general issues are addressed as quickly as possible. Less urgent questions may be able to wait a little longer if necessary.

2. Identify Their Problem or Question

One small miscommunication could derail the conversation and drive away the customer. Identifying the issue is essential to finding a suitable solution. If someone has a complex or confusing question, it can help to break the question down into parts or ask for clarification. By understanding what a consumer is asking, the service agent can find the root of the issue more quickly and start searching for the answer.

3. Be Clear With Your Answer

Communicating with consumers is all about being clear and concise. People come from all types of situations and educational backgrounds, so every customer support agent needs to know how to type a message that’s easy to understand and digest. A customer who is engaged in the conversation will be more likely to seek help again.

Instead of texting long, detailed messages, it’s best to simplify replies into one or two sentences that contain the necessary information. This helps drive more productive conversations, and it leaves more consumers satisfied at the end of the day.

4. Follow Up With Customers

When a customer has an issue or question, they want to know that their retailer or representative cares about them. One effective way to show this is by following up after addressing the issue.

Is the consumer satisfied? Do they have any more questions? Do they have any constructive feedback to offer? By asking what they can do to make the customer experience better, customer support agents show that they’re willing to listen and adapt as needed. This can go a long way toward building strong professional relationships.

Learn More About Writing Effective Business Text Messages

Asynchronous messaging does wonders for retailers and eCommerce leaders in all markets. Follow these tips, and you’ll reach new standards of customer service excellence. To learn more about our Conversational Customer Engagement Platform or how to write effective business text messages, contact Quiq today.

Text Messaging: The New Era of Customer Engagement

Customer engagement is constantly evolving and the trend towards more customer-centric experiences hasn’t slowed. Businesses are increasingly having to provide faster, easier, and more friendly ways of initiating and responding to customer’s inquiries.  Businesses that adapt to this continually changing environment will ensure they are not only delivering desirable products but also superior service with better ways for customers to engage. 

Enter text message customer service. This mode of communication has taken over traditional means like phone and email as consumers prefer the ease, convenience, and hassle-free nature of text messaging. It isn’t just for friends and family anymore and consumers are choosing this channel more often as it fits their on-the-go lifestyle. The move to text messaging is a part of this new era of customer engagement, and both businesses and consumers are benefiting.

Old Ways of Customer Engagement Are Gone

As few as two decades ago, the world of business and customer service was a completely different place. Company agents and representatives used forms of engagements like trade shows, promotional emails, letters, and phone calls to promote their products and services. Today, while these methods are still used in a wide range of industries, many companies are finding new ways to maintain customer loyalty.

Person holding smartphone and textingAccording to the Pew Research Center, about 96% of Americans own a cell phone of some kind. Text messaging is a highly popular form of communication in people’s everyday lives. As such, it only seems natural that companies would use texting as a service, sales, and marketing tool — and the results have been astounding.

Capabilities of Digital Customer Service

While sending text messages to customers may be a new frontier for many companies, businesses are finding the personal and casual nature of this medium are a part of the qualities for why it’s so effective. Some of the benefits that come with digital customer service include:

  • Hassle-free customer service access: Consumers love instant messaging because it’s easy and allows them to engage, ask questions and get information without having to make a phone call or meet face-to-face.
  • Timely responses and service: Few things turn a customer off faster than when they send an email or make a call and then have to wait days for a response. With text message customer service, you can stay connected 24/7 and provide timely responses and solutions.
  • The personal touch: Customers are more likely to stick around if they believe you care about their personal needs. Texting will allow you to take a more individualized approach, communicating with customers in the same way they might communicate with friends.
  • A dynamic variety of solutions: Text messaging provides unique opportunities for marketing, sales, and customer support. For example, you might use texting to help troubleshoot a product, promote new sales, send coupons, and more.

Why This Matters

These benefits matter because 64% of Americans would rather receive a text than get a phone call. It’s clear what the consumers want, and it’s the business’s job to deliver. Because text messaging can help you engage with customers on a more personal level, it can increase customer loyalty and even lead to more conversions.

By satisfying more customers, you’ll increase profits and make room for business growth over time. Texting will also provide your agents with more flexibility, allowing them to manage multiple customers at a time. As volume increases, you can even use chatbots and automated processes to connect with customers, which enhances efficiency and saves time.

Request a Demo From Quiq Today

Customer service will change in the future as new technologies and strategies develop. Contact Quiq today for a demo if you’re interested in learning more about the benefits of text messaging customer service.

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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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How Chatbots Are Revolutionizing eCommerce

In recent years, chatbots have made their way into the mainstream, becoming an integral part of the way modern businesses interact with consumers. In this post, we’ll take a look at chatbots and how they are playing an increasingly important role in eCommerce. We’ll then dive into the ways that businesses can use bots across all channels.

What are chatbots?

Chatbots are software applications that simulate human conversation.  Customers can interact with chatbots much like they would with a human via SMS/text, web chat, social media or in a company’s app. Chatbots can be written to follow simple instructions such as to greet the customer with “Hi, how can I help you?” and ask for the customer’s name. Bots can also execute more complex processes based off of rules or keywords such as gathering order information, routing the customer to a different department, and displaying the customer’s order history to the agent.

The earliest chatbots were simple systems that picked up keywords from a user’s message which triggered certain scripts. Responses may have come across as canned, but the mere fact that a user was chatting with a robot was novel in itself. In the 1960s, computer scientists at MIT developed ELIZA, which emulated a psychotherapist. Many individuals who used Eliza were convinced they were talking to a real person at the time. Though it was initially developed to show the superficiality of human communication, the developers were surprised by the large amount of feedback they received attributing human-like emotion to the machine. Chatbots have come a long way since then. Modern artificial intelligence has made it so chatbots are more helpful than ever, and natural language processing has seen major developments in recent years. Now, chatbots are instrumental to the way that many businesses connect with customers. Through Facebook, SMS, and web chat, chatbots can guide customers through every step of their path to purchase as well as provide intelligent customer support.

Live-Chat-Software-Chatbot-Messaging-Window

How contacting customer service has evolved

Calling and emailing a company for pre-sales questions or post-sales support has gone the way of the VCR. Sure, there are some people out there that still use those channels, but for the vast majority, it’s not the first way people think of when they need to reach a business. Today’s connected consumers demand engagement that’s flexible, convenient, and fast. That’s why consumers are gravitating towards mobile means of engagement, where they can have more control over when and where conversations take place. The availability of smartphones and tablets mean that browsing, buying, and requesting support can happen anywhere there’s a mobile device available and consumers haven’t hesitated to use this freedom to engage businesses whenever and however is most convenient for them. Live chat for business, for example, is frequently used for customers to connect while they are browsing a company’s site.  Further efforts to connect with customers on their own terms has led many companies to enable their landlines to send and receive SMS/text messages since many consumers prefer texting over phone calls. The mere thought of managing conversations over multiple channels would normally keep contact center managers up at night fretting about operations and agents worrying about efficiency metrics.

Quiq’s messaging platform bring conversations from SMS/text, web chat, social, and in-app into one streamlined UI so that agents and managers have one place to manage every conversation. Unlike phone calls and emails that can only be handled on a 1:1 basis, messaging platforms, like Quiq, allow company employees to handle multiple conversations at once. We see employees handle 6 to 8 concurrent conversations at one time. Even with all the efficiency modern messaging platforms provide, human-only messaging systems are limited by things such as hours of operation and the amount of staff available. Enter the chatbot. Businesses are adopting chatbots for every messaging channel, including web chat, SMS/texting, and social channels as a way to route customers to the right department, or to an agent that can help them. Today, advanced chatbots, like those powered by Quiq, are predicted to handle 85% of customer service interactions by 2020, using artificial intelligence to meet the unique needs of customers in increasingly efficient and satisfactory ways, such as greeting the customer and gathering data to better understand the nature of their inquiry.

What chatbots offer to eCommerce

eCommerce is perfectly suited for the features that chatbots offer since the entire customer journey — right up until delivery — primarily happens on mobile devices. Chatbots are available around the clock to engage customers with a welcome message, suggest products or promotional offers based on their browsing history, and help answer any questions that arise. Consider some of these interactions where a chatbot can help augment interactions with human agents:

  • Determining the type of question, whether pre-sales or post-sales, in order to route the inquiry to the correct team.
  • Collecting information on what the customer is shopping for to narrow down a selection or suggest pages that customers should check out.
  • Checking on order and shipping status.
  • Helping customers troubleshoot a technical issue by asking questions to eliminate possible causes.
  • Providing returning customers automated help with a password reset.

If the consumer makes an inquiry or gives feedback which is beyond the chatbot’s capabilities, it can seamlessly and immediately connect the consumer to an appropriate agent. The approach of having chatbots as the first point of contact, to gather data for human agents, maximizes efficiency and frees up resources while still maintaining the human element. In fact, chatbots can be used throughout the conversation, not just as the first contact. Human agents and bots can seamlessly transfer messages back and forth without disrupting the customer’s experience.

Perfecting messaging for business

In fact, Facebook Messenger, Apple Business Chat, and Google Rich Business Messaging are all popular avenues for connecting with customers. The more your eCommerce enterprise branches out into these engagement channels, the tighter your connection will be in the daily lives of consumers. Modern customer service is all about providing solutions to customers on their own terms. That means that consumers should be able to reach you whenever they want to, via the channels that they prefer. Quiq enables companies to engage with customers over multiple channels while using live agents, chatbots, or a combination of both. As chatbots become increasingly capable of complex tasks, the expectations that customers have when interacting with chatbots will only grow. Your customer service interface reflects the quality of your eCommerce brand as a whole, which is why it’s critical to use a platform that continues to advance along with the times. Quiq helps your brand stay ahead of the curve with advanced features such as agent performance optimization and real-time reports.

Get Quiq and get chatting

Chatbots will continue to transform the way customers interact with businesses. By connecting with your customers via their preferred modes of text communication, you can ensure that you’re speaking their language and getting your message across. This means increased connections, higher sales, and improved customer satisfaction. If your brand is ready to explore the potential of a perfected chatbot platform, request a demo with Quiq today.

Mobile Millennials – How to Attract Them to Your Credit Union

Credit unions have long been viewed as the more local, approachable place for multiple generations to manage their finances. During times of financial crisis – recessions and dot-com busts, Credit Unions have gained the trust and admiration of Boomers and Gen-Xers who make up two-thirds of today’s total credit union membership. Today, the average age of a credit union member is 48. Credit Unions continue to appeal to these generations with the right products, services, and messaging. However, in order to increase members and grow revenue, Credit Unions will need to attract and engage Millennials as well.

How Credit Unions Can Appeal to Millenials

Boomers and Gen-Xers have a fairly high satisfaction level with Credit Unions. Millennials, not so much. Millennials are roughly between the ages of 18 – 34 and make up about 42 percent of the US population. Many of them are coming into their financial own, possibly needing financial products as they navigate college, first homes, and saving plans as they start new careers.

According to a CFI study, the CUSI (Credit Union  Satisfaction Index) score is lowest among Millennials. This could have detrimental effects on membership growth among this population since Millennials tend to trust brands and services based on recommendations of others. A low satisfaction score translates into a low adoption of other products and referrals to their family and friends.

messaging credit unionsOne of the main reasons for the lower satisfaction score is the digital experience gap. The Millennial generation is much more digitally connected and comfortable with online transactions than previous generations. Targeting Millennials and increasing overall customer satisfaction will require credit unions to reduce the effort it takes to do business with their institution. Obstacles, such as members having to repeatedly contact the credit union or repeat information, can be eliminated with the use of technology like Quiq, which enables customers to easily connect with their institution over their mobile device and at their convenience.

According to a FICO survey on Millennial banking, a large percentage of the Millennial generation feel that their bank does not communicate with them through their preferred communication channel.  Mobile apps, text messaging, and the bank’s mobile website are the preferred methods of communication. Credit Unions have the opportunity to build a multi-channel digital engagement approach using the channels most attractive to Millennials.  

“43% of Millennials don’t think that their bank communicates to them through their preferred communication channels.
~Fico, Millennial Banking Insights and Opportunities

It’s not just Millennials who want to message you; 66% of customers prefer mobile messaging for contacting a company because it is easy and more convenient than making a call or sending an email. Building and maintaining a relationship with these customers doesn’t need to be just a one-way street. Credit unions have personal relationships with their members, so facilitating a two-way conversation via messaging is critical. Quiq clients have found that engaging with customers to answer questions is just as important as the ability to send outbound text messages with new  product and promotion alerts.

At Quiq, our clients have seen a 5-10% higher customer satisfaction rate for messaging than any other channel. It is clear that consumers are already comfortable with using messaging to resolve issues and receive information. This could not be more true for Millennials. In a research study conducted earlier this year, Quiq discovered that 76% of Millennials “view messaging as an extremely/very effective channel” as compared to 58% of non-Millennials.

Cater Your Engagement to Younger Generations With Quiq

Quiq offers the messaging solution organizations need to attract all generations, especially Millennials. Our messaging solution allows all members to start or continue a personal one-on-one conversation over their preferred communication channel with your organization. Request a demo to see how easily your Credit Union can implement Quiq messaging and grow their Millennial membership.

Customer Service Messaging: Ovum Puts Quiq On The Radar

Ovum Quiq MessagingQuiq Messaging is recognized by Ovum in the customer service messaging and consumer messaging app space.

“Unlike other messaging platforms, Quiq’s technology takes a sharp focus on managing messaging at scale.”

– Mila D’Antonio, Principal Analyst Ovum

Ovum’s On the Radar is a series of research notes about vendors bringing innovative ideas, products, or business models to their markets. On the Radar vendors bear watching for their potential impact on markets.

Why put Quiq on your radar?

  • Asynchronous Messaging – Quiq offers a messaging solution that mimics the way consumers interact via messaging in their daily lives.
  • Fast Deployment– The platform’s ability to integrate into various external and internal applications enables fast deployment.
  • Flexible Pricing – Its bundle pricing model provides flexibility allowing companies to scale as customers or volumes grow.

Contact us to find out why Quiq should be on your radar!

Here is a bit more detail from the report regarding Quiq’s functionality. Feel free to watch a short product video to put pictures to all these words!

Quiq’s Messaging Capabilities:

Quiq Messaging supports SMS/text messaging, Facebook Messenger, Web Chat, and Kik. It can be purchased as a standalone customer channel, or companies can deploy one of Quiq’s pre-built CRM integrations, which include Oracle, Zendesk, and Salesforce.com.

Additional features for Agents include:

  • Multi-conversation UI – enables agents to manage multiple conversations simultaneously
  • Text snippets – offers reusable text blurbs retrieved with simple keyboard shortcuts for on-the-fly responses
  • Collaboration – allows managers to watch the conversation and lend advice to the agent in the background
  • Emoji sharing – creates personal interactions between agents and customers
  • Adaptive response time coaching – measures the customer’s level of engagement and coaches the agent, suggesting which conversation needs the next response
  • Image and video – enables video and image sharing when necessary

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How Quiq Caters to Managers

Notable features for Managers include:

  • Rerouted conversations – automatically reroutes ongoing conversations when agents go off-shift
  • Real-time monitoring – shows aggregate metrics such as current load, number of customers waiting, wait times, and individual agent performance, including the number of conversations handled, average response time, and times unresponsive
  • ACD-like conversation handling – keeps incoming demand at manageable rates with auto-responses delivered to customers when queues overflow
  • Unresponsive agent timers – automatically puts a conversation back in the queue to be handled by another agent if an agent fails to respond within goal thresholds
  • Conversation observation – provides visualization of the entire conversation thread, provides whisper advice, and, if necessary, takes over the conversation without interruption the conversation
  • Historical statistics – can send conversation statistics in realtime to other systems for cross-channel reporting and BI analysis

 

  • Learn more about the Messaging space and Quiq here.