Keep Customer Conversations Rolling Along with SMS in Your Contact Center - Bright Pattern Inc - ContactCenterWorld.com Blog
A few decades ago, when contact centers were relatively new and CRM systems were in their developmental stages, customer service agents only had a select number of ways to communicate with customers.
First, there was the phone. Then, email. For the consumer, limited communications options made it difficult to resolve problems in a timely manner. Often, a customer would spend an entire lunch hour waiting to speak with a customer service representative, only to have the call get dropped or run out of time. The process would begin again the next day.
Times have certainly changed, as we are now in a golden age of multichannel customer service. Agents have multiple tools at their disposal, like live chat, social media and more.
Many organizations, however, are still using antiquated tools to communicate with their customers. As a result, those businesses are failing to deliver the high level of service that is required in today’s competitive, fast-paced market.
If this describes your contact center, it’s time to get with the program and join the multichannel revolution.
Did you know, for instance, that it’s possible to send text messages over the same platform that your agents already use to make voice calls?
Using Bright Pattern’s cloud call center software, an agent could begin a voice conversation with a customer, hang up, and continue the conversation over short message service—without having to open a different program. In fact, the agent can chat with multiple customers simultaneously.
By taking this course of action:
Issues will be resolved faster. Instead of having to wait until the next business day (or longer) to resolve issues, agents can speed up the process using text messaging. It’s a non-intrusive way to exchange information and work toward resolutions, without having to speak over the phone.
Your agents will be more productive. Just think—the $12 per hour that you pay your agents will go a lot further if they can communicate with more customers during the course of a single day. Productivity will increase dramatically.
You’ll save money. By encouraging text messaging in your contact center, customers will be less inclined to make voice calls. Call volumes will drop, and you’ll save money on monthly telecommunications bills.
To learn more about how Bright Pattern can streamline your contact center with SMS communication, click here.
Publish Date: April 12, 2016 5:00 AM
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