Is Your Business Ready to Start Texting? - Talkdesk - ContactCenterWorld.com Blog
If you aren’t letting your customers communicate with your business via text message, you’re not making them happy. According to a recent survey, nine out of 10 consumers would like to be able to use messaging to communicate to businesses — both from and to them.
The survey of 6,000 consumers in Europe, Asia and North America was conducted by Twilio, a technology company that allows software developers to integrate phone calls, text messages and IP voice communications into their web, mobile and traditional phone applications. The study also found that although most customers want to be able to communicate with the businesses they buy from via text message, nearly every business is not set up to offer this type of service to their customers.
Building Your Customer Communication Journey
Since texting is the most widely and frequently used app on a smartphone — 97% of Americans using it at least once a day — and customers prefer to communicate this way, text messaging is now a must-add to your customer journey. When you think of interacting with your customers, you should think of these interactions as the journey each person takes with your company. From the moment they hear about your brand to every interaction before and after a sale, this is your customer taking a journey with your brand. Communication is a big part of this journey.
For years, email has been a major component in customer communication. Then came social media in 2007 and since, every brand has been encouraged to add social media communication to their customer journey. Now with the popularity of mobile phones, text messaging and messaging apps, communicating with your customers via text message is the next must-do to keep up with rapidly evolving needs.
Implementing Text Messaging Communication for Your Business
If you’re ready to start the conversation internally and add launching text messaging communication to your plans within the next year, here is some advice to get started:
1. Get Internal Stakeholders on Board
Help your team understand the impact mobile messaging communication could have on your business by building a brief presentation to share internally and socialize the idea. This presentation should include statistics and studies on how important mobile marketing and communication is today. A ton of great content around mobile statistics exists on the web, so take a look around to see what is available.
2. Map Your Customer Journey to Include SMS
Lay out a plan on how text messaging will fit into your customer journey and communication experience — will you remind them about a service they’ve scheduled with you via text message? Will you send them alerts about their account? Will you allow them to communicate back with your company via text, or will they just receive one-way alerts? Will you use text messaging as part of an omnichannel customer support experience? Use a whiteboard to lay out exactly how this text interaction will feel to your customers, and you’ll be well on your way to ensuring it doesn’t feel disjointed or noisy when integrated with other communication you might already be doing.
3. Choose the Right Implementation Partners
Now that you’ve convinced internal stakeholders on the need for text messaging and you’ve built it into your customer journey, it’s time to find the right partner to get the job done and implement a best-in-class text messaging communication experience.
- SMS in Your Applications: If your business has a mobile application that you’d like to build text messaging features into, you have a few options. If you want to build it yourself, Twilio is a great partner, as previously mentioned. Alternatively, you can leverage a mobile SDK, which greatly reduces the development effort required.
- SMS-Based Support: If you’re interested in improving your customer support experience with text messaging, we hope you choose Talkdesk as your partner. Our cloud-based contact center software helps you connect with your customers via their channel of choice, be it voice or SMS.. In addition, our integrations with Salesforce and Zendesk allow you to send and receive text messages directly within your CRM or help desk solution.
If and when you do start communicating with your customers via text messaging as part of their customer journey, there are three important things to remember. First, make sure your customers know they are opting in to receive text messages from you. Second, remind them of the charges that could be associated with the text messages. And finally, give your customers the option to easily opt out, so you aren’t jeopardizing that positive customer journey.
Publish Date: November 1, 2016 5:00 AM
2020 Buyers Guide Analytics
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Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
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