3 Reasons Contact Centers Should Use Texting In Their Customer Experience

Multichannel contact center support often includes traditional inbound and outbound calling, email, live chat support, social media, online communities, and…texting? Yes, in order to deliver a high-quality customer experience, companies must also use text messaging. In a recent article, Ford Blakely emphasizes the significance of texting for customer service, sales, and marketing and provides the following three reasons why texting is popular in the modern customer experience:

1) Loyalty programs and company apps are more successful through texting with younger generations of customers and people because it allows a more hands-on experience with a more conversational interaction between customer and company.

2) Texting personalizes the customer experience and leads to higher open rates. Younger customers are more inclined to text a company than call them.

3) Texting allows for a more convenient and fluid customer experience and sets up employees for success. Learn more here.

Blakely’s article makes excellent points for the popularity of text messaging in the customer experience, but what does this mean for contact centers? If a contact center isn’t utilizing texting services, they could lose out on valuable clients who want to keep up with the latest trends. The following are three reasons contact centers should use texting in their customer experience:

1) Broader Reach

According to the article, younger people in the Millennial generation and Generation Z are more likely to contact a company through texting than through traditional telephone calls. If a customer knows they can just text a company, they’ll be more willing to reach out if they have questions or issues, which expands a company’s reach.

2) Contact Center Efficiency

Texting can eliminate the need for many customers to call a company, which means potentially lower call volumes. If call volumes are lower, agents will have more time to focus on the calls that do come into the queue and could potentially provide more efficient and satisfying customer experiences.

3) Improved Customer Loyalty

According to the Blakely article, texting can personalize the customer experience. The more comfortable and personable a company is towards its customers, the more likely the customers will be to show loyalty.

This blog post is based on an article from CustomerThink. To read the original article, please click the link below: 

Using Text Messaging to Provide a Better Customer Experience – Ford Blakely

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