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When Should A Business Not Use Texting? - DiRAD Technologies - ContactCenterWorld.com Blog

When Should A Business Not Use Texting?

businessman texting on mobile device
As we have previously discussed, text messaging can be a valuable tool for your customer service team and your entire company. From the convenience to the low cost to the flexibility, texting has made its way to the mainstream when it comes to communication between customers and businesses.

With all that being said, there are situations where we would advise against using text messaging and use alternative forms of communication with your customers. Let’s take a look at a few.

When you don’t want personal information floating out there forever. If something is sent via text, there is a strong chance that the information will be stored somewhere indefinitely (particularly if the storage of text communications is something you have set up on your business side, but also with regards to the information that is stored on a customer’s device). This is great for you to review customer contacts, track commonly asked questions, and research customer history. But what about personal information like social security numbers and passwords? It is best if that type of information is not stored in more places than it has to be. For situations where a customer will have to communicate personal information, it is better to stick with more traditional methods.

When you don’t trust your staff to reply with sound responses. What if you are not confident that your customer support team will be able to communicate in a professional tone over text? Some new hires or disgruntled employees may fall into this category. A well-formulated script can always be developed that staff can copy/paste to use while learning the ropes. But with humans, there is a possibility that they go off script and react to a nasty text from a customer by sending something that could be used against your business (i.e., the customer screenshots it and posts everywhere).

Sensitive conversations require a certain amount of empathy from the staff member. Sometimes the tone of a text can be lost by the person reading it. Is the sender joking? Being sarcastic? Downright serious? And often responses from businesses to customers stick to the facts and lack emotion. Knowing that it’s easy to see there may be times when texting just isn’t enough for your customers, and a phone call or video call be in order. This could circumstances involving an account of a deceased family member, issues arising after a disaster strikes someone’s home, or when an issue has persisted after more than one complaint.

Still have questions as to whether or not texting is a viable solution for your business? Give us a call. We’ll be happy to explore your current setup and discuss ways incorporating texting into your customer communications could improve the quality and productiveness of your business.

Publish Date: May 10, 2021 7:57 PM


2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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