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Article : 3 Reasons to Use the Text Channel in the Call Center

#contactcenterworld

Cell phones. These magical handheld computers have come a long way since the days of vehicle bag phones. We're now a mobile society with over 90% of Americans now owning a cell phone. It boggles my mind that more businesses are not utilizing texting in their call center. The primary opportunity is to text enable your company's main business number, your customer service phone number, and your customer service and sales team's DIDs.

Here at QCS we have taken a proactive approach to increasing outbound call program response rates and inbound customer service satisfaction by adding text communication to the mix.

1. Adding a text channel in the call center just makes sense!

In a recent study released by US Health Department they found that roughly 50% of households only use cell phones and this number keeps increasing by 3.7% year over year. If you're reading this article there is a high likelihood that you are reading it on your cell. It'™s not just a tool anymore, cell phones have literally become an addiction. Walk into any business, stand in a grocery store checkout line, sit in a dentist office waiting room and look at the people around you, I'm confident that most of the people you see will be mesmerized by this captivating device. Bad news for social interactions that require verbal communication and eye contact, however where there is an obstacle, therein lies the opportunity.

By adding text as a communication option for customers to communication with your business, you will find that customers like texting and it costs less to provide customer communication via text. One call center agent can text with multiple customers at once and your text platform can also be built to include some auto-responders for frequently asked questions like, "What time do you open today?"

2. Customers get quicker issue resolution when you add a text channel in the call center

Get this! 95% of text messages are opened and most of those are read in under 3 minutes. In the world of Customer Service, the primary goal is to satisfactorily solve the customer's problem and do it as quickly as possible. That's what we want and that's what the customer wants. The longer issues hang out there today the more complaints we get from consumers who are used to quick response times and complaints go a lot further today in the age of social media.

Offering customers an option to text your organization provides an communication channel which will help you resolve issues quickly.

3. Increase customer engagement by texting promotions, coupons or links to opt-in text subscribers

Customers like promotions. The difficult part is getting them to use them if they are sent by snail mail. Most direct mail promotions end of in the trash as junk mail because it's more a pain to save them and use them before they expire. Using text messages to share promotions, coupons or links to other key information will score your company points with your customers. You can give them immediate promotions that are stored on their cell phone and take up no extra space.

Another great use case is this: Let's say that you're on the phone with a potential new customer and the next step to signing up for your service is they need to go to a web form and fill something out. We've found that if you immediately text a link to that form, they will be much more likely to take the next step and complete the form. Waiting to send a link via email is no longer a preferred vehicle for these types of communications.

Almost all websites are mobile friendly these days and speaking from personal experience, I fill out more information online with my cell phone then I ever do with my computer. It's just easier.

#contactcenterworld

 


About A.J. Windle:
A.J. Windle is the Director of Operations of Quality Contact Solutions. A.J. is responsible for ensuring every client program is successful on a daily basis, including achieving the Key Performance Indicators (KPIs) that matter most. With a deep call center operations background, A.J. is a hands-on leader and has built his career on creating win-win-win relationships for his team, his clients and the owner-operated call centers he is responsible for. A.J. loves to keep score and he is proud of his team’s scoreboard. A.J. knows that great leaders find a way to make sure their team wins. A.J can be reached at aj.windle@qualitycontactsolutions.com or 516-656-5106.

About Quality Contact Solutions:
Company LogoQuality Contact Solutions (QCS) is a 100% U.S.-based B2B and B2C telemarketing and call center solutions provider. QCS is PCI Level 1 certified, experienced in many different industry verticals, and has 15 different locations in the U.S.
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Today's Tip of the Day - Technology

Read today's tip or listen to it on podcast.

Published: Thursday, May 24, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Customer Relationship Management

 
1.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

2.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

3.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.
PH: 732-380-9100

4.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

5.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)
PH: 9962646830

6.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
PH: 96386615

7.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

8.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
PH: +44 345 0181 070

9.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.
PH: 0217991445

10.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
PH: 3854343250
 

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