Love is a pretty strong word. For those who think that it might be too strong of a word to describe the way consumers feel about text messaging, take a look at these stats:
- Over 6 billion text messages are sent in the U.S. each day.
- 90% of text messages are read in 3 minutes or less
- Texts have an astounding 96% open rate
- Texting is the most widely-used feature on a smartphone – even more than making calls
Considering these stats, maybe obsession is a better word.
Regardless of what you call it, the attachment to texting is real. But it’s not just customers who love texting. Companies, from retail to credit unions to consumer services, and everything in between, have increased engagement, reduced costs, and improved customer satisfaction by using business to customer text messaging.
Effortless, Connected, and Proactive Customer Experiences
Messaging enables companies to deliver exceptional customer support by providing what has become fundamental tenets of customer-centric companies:
We feel so strongly about messaging and how it can transform customer experiences, we wanted to dive into those three points a little deeper. We’ve pulled together a list of 23 reasons everyone, and we mean everyone, from customers to agents to company leadership, loves business to customer texting.
Some customer service leaders may be hesitant to disrupt the status quo. We wanted to make it clear that there’s already a disruption underway. If you’ve been looking for a reason to implement messaging for your customers or a reason to disrupt the status quo, here are 23 of them.
23 Reasons Everyone Loves Customer Texting
- Just Human Enough
It’s not that your customers hate human interaction, it’s just that they’d rather interact with their family and friends instead of waiting on hold to talk to one of your customer service representatives. Messaging delivers interactions that are just human enough. Customers know that there is someone on the other end who cannot only sympathize with their situation but serve as their advocate.
It can be frustrating for customers to have to work around your business hours. Messaging provides customers an outlet to engage with a company on their terms.
Messaging allows the customer to read and respond to messages from your agents as the customer’s time permits. If the customer can’t engage with the agent at that time, the customer can pick the conversation back up at a later time without having to restart a whole new session.
Customer texting doesn’t require a huge time investment or just the right conditions. The asynchronous nature of text messaging allows the customer to send a text message while they go about their day. Your customer can be on a noisy train, in a room full of people, or just on the go and too busy to make a call.
- Intuitive for Agents
Nearly everyone, including your agents, uses text messaging on a daily basis. We have found that clients that implement messaging can train their customer support agents in less than a day.
- Natural for Customers
There are no downloads or training needed on the customer’s end. Simply alerting customers that a texting option is available usually redirects people to the messaging channel. In fact, your customers are probably trying to text you already. When Quiq clients get started on messaging, they are usually surprised to find that their customers are already trying to message them on their 1-800 number.
Finding the right number to call for help, taking a break from your day to call customer support, waiting on hold, and navigating a confusing IVR presents hurdles for your customers. Messaging removes those hurdles by making it easy for your customers to contact you.
People who use messaging are conditioned to be succinct and to the point. Agents don’t necessarily have to sacrifice the personable, “get-to-know-you” messages with customers but those conversations won’t go too long on messaging.
Emoji’s and gifs are a fun way to interact with customers. Agents can set a more casual tone to a conversation with these fun features.
Quiq clients have discovered that many of the conversations received on messaging are relatively quick questions, like order status. These conversations can usually be resolved in just a couple short exchanges and take a lot less time than making a phone call.
Customer service agents can handle multiple conversations simultaneously. Many of Quiq’s clients have agents that can handle up to 6-8 conversations at a time. Messaging has a high level of concurrency, coupled that with the deflection of expensive phone calls to messaging, and you have a meaningful reduction in cost to serve.
We may not all check Facebook regularly or use web chat when it’s available, but everyone has their mobile phone for the majority of the day and will consistently check SMS messages.
Messaging provides multiple ways to share information. PDFs, links, videos, and images can be easily exchanged within a conversation.
- Enhanced Interactions
The rich media offered from Apple Business Chat and Google Rich Business Messaging extends the interaction to include rich cards and list pickers that help customers choose open appointment times or browse a catalog. They can even complete transactions via Apple Pay or Google Pay.
Customer texting provides a way for customers to interact with your company. There’s a natural back and forth, just like a phone call. Messaging gives your customers a way to converse and interact in a way that an FAQ page cannot.
There’s just some information that people are more prudent about discussing, especially when they are in a public place. Instead of sharing their home address or phone number with a company while waiting in line, where anyone can overhear, messaging allows private information to stay private.
Customers like that messages are acknowledged quickly, behavior they’ve been conditioned to from messages exchanged with family and friends. While phone calls may go unanswered and email responses may take hours or days to reach an inbox, Quiq Messaging helps agents respond to the customers who expect the fastest reply by intelligently prioritizing conversations based on the customer’s cadence.
Making a phone call means a customer has to take time out of their day, to do business on your terms. Customer texting is an easy, convenient, and unobtrusive way to engage with a company where the customer is in control of the conversation.
Agents who use Quiq Messaging have powerful tools that increase efficiency at their fingertips. Tools like pre-written snippets can help agents avoid retyping the same answers to frequently asked questions. This feature really helps customers by ensuring they receive consistent, up-to-date responses.
The nature of customer texting requires messages that are brief and clearly expressed. When customers need a quick reply on a simple question, messaging helps the customer and agents get to resolution fast.
Quiq clients and the customers they serve have told us that they love the outbound message feature available in the Quiq Messaging platform. Clients who use Quiq messaging are able to send targeted and personal messages that are more relevant to their customers, like appointment confirmation and order status.
- Easy to reference
Customers are able to reference previous messages sent and received by simply scrolling through their conversation history. Agents have the same advantage of having conversation history so there’s no need to ask customers to repeat themselves. Also, a transcript of the conversation is available after the interaction has ended that agents can send via email.
Managers who use Quiq messaging love the insight available to them from the reporting dashboard. Data on customer wait time, the amount of customers in the queue, and information on agent activity helps managers make more informed decisions for their contact center.