Transcript

Taking it to the Text Level: Should You Integrate Texting With Customer Service?

SHOULD YOU INTEGRATE TEXT MESSAGING WITH CUSTOMER SERVICE? TEXT LEVEL TAKING IT TO THE. In a fast-moving digital world, consumers want instant and on-demand service. And with 90 percent of the world's population covered by a cell signal, it's really no surprise that text messaging-also called short message service 90% (SMS)-is becoming a vital mode of communication for small businesses looking to reach out to their customer base in a way that is both efficient and friendly. FACE IT, TEXTING IS EVERYWHERE 73% 91% 66% I TEXT EVERY DAY 91% keep their cell phones within 3 feet, at all times. In fact, 66% suffer from "nomophobia," the fear of being without your mobile phone. 73% of American cell phone owners send and receive text messages at least occasionally. 94% Hey, Whae 08:47 am Iethere 08:51 am 844 While email inboxes are commonly filled with hundreds of unopened messages, an average of 94% of text messages are read. And most cell phone owners look at their text messages within 4 minutes of receiving them. About 1 out of 3 cell phone owners prefers texting to voice calls. INSTANT CUSTOMER SERVICE Through text messaging, businesses from any industry can easily serve their customers' needs and communicate time-sensitive information. SERVICES RETAIL (e.g., dentists, salons) 12 Special announcements, promotions, and mobile coupons sent directly to a subscriber's phone. SHOP ........... Appointment reminders, 'N' confirmations, and SAVE customer support. SCHOOL CLOSED REAL ESTATE EDUCATION DREAM HOUSE FOR SALE! Instant property listing details Truancy notifications, emergencies, and general updates for potential buyers, viewing appointments, and updates on closing deals. for parents whose children are enrolled in the school. HEALTH CARE TRAVEL PRESCRIPTION FLIGHT IS 45 AVAILABLE. MIN LATE. Appointment reminders, upcoming inoculations, notification of disease outbreaks or product Cancellations and last-minute updates to flight information and statuses. recalls, and more. RESTAURANTS YOUR TABLE IS READY! Alert patrons when their table is ready. 4 USEFUL REMINDERS ABOUT SMART CUSTOMER SERVICE THROUGH TEXTS N° 1 N 으 2 OMG! THIS IS GR8! 4 IUREYEZONLY! YOU ARE NOT A TEENAGER. TAKING AWAY CHOICES IS BAD. Text messaging may blur the line between professional and friendly, but try to keep your reputation intact by avoiding emoticons or shorthand typically reserved only for Consumers do not like feeling trapped or forced into anything, so allow them to opt in or out of the text-messaging service. At the end of the day, if they can choose how to receive their text-obsessed teens. messages, they'll be more likely to respond positively. N 으 3 N 으 4 IE IT'S BETTER IN AN EMAIL, RESPOND PROMPTLY. LEAVE IT IN AN EMAIL. Two-way text messaging is meant to be short and quick. If your The 160-character limit for text messages is meant to encourage customers ask questions or comment about a text, reply as brief messages but allows businesses to convey only so much. If soon as you can. Prove that you care about their needs, and you your message requires detailed explanation, avoid a series of disruptive text messages. Save those messages for email instead. will see more loyal fans. SOURCES: PEW RESEARCH Demandforce In Partnership with Column Five SECURENVOY MORGAN STANLEY STARTUPNATION.COM

Taking it to the Text Level: Should You Integrate Texting With Customer Service?

shared by ColumnFive on Sep 28
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In a fast-moving digital world, consumers want instant and on-demand service. And with 90 percent of the world's population covered by a cell signal, it's really no surprise that text messaging — al...

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