Usually, a buyer’s journey starts with an initial thought – a question that often begins something like “I wonder if…” “I wonder if I could add an alarm system to my home?”
From there, a buyer may start to passively look around to see if that “what if” scenario they’re envisioning could become a reality. “I wonder how much these new wireless monitoring systems cost?”
Sometimes, there’s a compelling event that motivates the buyer to search for solutions immediately. For the majority of purchases, the journey begins with a thought that eventually turns into actively looking for answers.
Our hypothetical buyer above will eventually want to ask questions, set up an appointment, and get quotes. Imagine when our buyer starts looking for options during their lunch hour and your security monitoring business pops up as a contender. Now imagine that instead of our buyer jotting down your phone number to call later, he sends a quick text message to ask if someone could come by and take a look at his home.
Later that day, before he’s even called anyone else, he checks his phone and sees you’ve responded. This conversation can continue as he goes about his day. Convenience – that’s just one of the reasons consumers prefer text messaging over calling to communicate with businesses.
As the number of consumers who are comfortable with the quick, efficient, responsive nature of mobile messaging continues to swell this method of engagement will continue to grow and scenarios like the one above will become commonplace. Many of the service-based businesses we talk to have already spotted this trend toward mobile messaging and are looking at Quiq Messaging to make the pre-sales process easier for customers.
Text Messaging opens a Sales Channel
In the report, “Customer Preference for Messaging,” we found that nearly half of the people surveyed “would choose one product/service over another based on mobile messaging availability.” Consumers are looking for products and services that fit into their busy lifestyles and clicking around a website or waiting on hold to get questions answered just doesn’t work for them anymore.
Consider our home security example above, today’s buyer interested in adding a security system to their home want to text in questions like “Do I need a landline to set up your system?” or “Do I need to sign a contract to get started?” Buyers today want to get those pre-qualifying questions answered on their terms – on the channel and at the pace they prefer. Later, our buyer, interested in getting a quote can text “When can someone come by to give me a quote?”. This kind of convenience can set a company apart from other service providers.
Text Messaging raises your Brand Perception
In this wired day and age, we’re finding more and more consumers are expecting the brands they prefer to provide exceptional customer experience across all of the channels they are on (web, social, text). While many companies are still trying to optimize outdated channels like IVR systems and email, others are looking for more innovative ways to set themselves apart from the competition.
Quiq Messaging allows you to add a level of sophistication to your communication channels that will raise the perception of your brand among prospective customers. Our research shows that a majority of buyers “would pay more for a product/service if it is supported by a mobile messaging channel.” This preference and willingness to pay a premium for the convenience of text messaging puts a spotlight on the high value placed on mobile messaging across all age demographics.
In addition to raising the perception of your brand, service-based businesses have the opportunity to amplify their word of mouth efforts. Now, more than ever, consumers are influenced by the recommendations of friends and family, and even social media.
Leaving customers happy and satisfied with their experience by providing a convenient, easily accessible way to engage with your business throughout the entire buying process will help support positive word-of-mouth for your business.
Raising the Standards for Customer Acquisition
Twenty years ago, banner ads could grab someone’s attention and get response rates north of 70%. Ten years ago, receiving an email from a company was an innovative way to drive a customer back to your business. Now, only about 20% of emails even get opened, let alone read. Today, those two methods have become what most people consider noise and are often overlooked.
Businesses must now think of more innovative ways to differentiate themselves and earn business. As research shows, buyers want and expect companies to provide them with personal, timely, and convenient communication to build a meaningful two-way relationship. Quiq Messaging is how innovative companies are making that happen.
Quiq presents a unique opportunity to open a new, preferred channel to customers by allowing consumers a way to contact your service-based business via messaging. The added ease and convenience will make your business the more attractive choice within a hyper-competitive market.
Quiq allows you to be where your customers are and enables engagement with service-based companies via SMS/text messaging, Facebook Messenger, Web Chat, In-App, and Kik for help with their pre-sales and post-sales questions. Learn more about Quiq today at quiq.com.
About Quiq
Quiq makes it easy for customers to contact a business via Messaging, the preferred channel already in use with our friends and family. With Quiq, customers can now engage with companies via SMS/text messaging, Facebook Messenger, Web Chat, In-App,and Kik for help with their pre-sales and post-sales questions. Learn more about Quiq today at quiq.com.
