Platforms Head-to-Head SMS Capabilities for the Contact Center by Provider Type Continuous Conversations Hint: DO evaluate platforms based on a thorough assessment of your specific customer experience goals and needs.ĭO seek out feedback before adopting any new channel from your most important stakeholders: Your customers.ĭON’T focus on subjective recommendations. CRMs like Salesforce and Zendesk offer texting add-ons, but they are lacking in features and consultative support.Īnd if one of your digital transformation goals is to eliminate a patchwork of systems in favor of a streamlined, unified model, simply stitching best-of-breed solutions together will ultimately keep you in place.įor those looking for a fully unified, end-to-end solution with best practices training and white-glove support, a partner like LiveVox is an obvious choice. Is a good portion (40% or more) of your traffic mobile? Then you’re a great candidate for texting!įor contact centers that have a team of engineers and IT professionals available to create and support custom software, a partner like Twilio might be adequate.
Bottom line: If you’re communicating with customers, chances are texting is a good fit for you.
Or, you can save agent time by sending automatic payment reminders via SMS instead of making calls that go directly to voicemail.
CAN YOU DECIPHER TEXT MESSAGE BY KEY TONES UPDATE
So, for example, do customers often contact you with password reset requests? You can easily trigger an SMS that contains a link guiding them through the update process. Many contact centers who text-enable their existing CX suite actually see that their customers have been attempting to message them all along! In fact, in a survey we conducted we found that customer preference for digital channels engagement was cited as the number one reason contact center leaders make the decision to adopt!īut, how do you know if texting is right for you? A good place to start is by evaluating what types of inbound requests your customers usually contact you with as well as what routine outbound communications you send regularly. The reason certainly isn’t a lack of customer demand. Despite these incredible statistics, many contact centers still haven’t integrated text and mobile messaging channels into their customer service operations. And every month, people send more than one billion messages to businesses. First, should your contact center be texting?Įight trillion text messages are sent every year.
Then, it might make sense to assess it again every few years, since your brand as well as the norms around text message conversations may have changed. If you’re launching SMS for the first time, it’s a great idea to re-examine your texting etiquette once agents and customers have had some time to get comfortable with the medium. Not only would this be unwelcome, but would reflect poorly on your brand.Īs with other forms of etiquette, like table manners, texting etiquette evolves over time. So, for example, if you’ve never sent business texts to customers before, it would be poor etiquette to suddenly start to text customers every single day. It should also account for your customers’ expectations. Your business texting etiquette should be consistent with how you want your brand to be perceived, whether that’s fun and light or serious and knowledgeable. So, rather than just setting up an SMS strategy and sending whatever messages whenever you want, it’s important to take etiquette into consideration.
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