<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=115947012324706&amp;ev=PageView&amp;noscript=1">

How Text Messaging Changed CX

Brian Keep, Ytel |  

While no one needs a professional statistician to reflect this truth, texting is by far a more important function of the modern smartphone than the original function of the phone; making a call. Savvy business people are using this phenomenon in their favor to get higher rates of engagement and conversion. Here are just a few of the ways in which the text message is completely upending the experience of the modern consumer.

While no one needs a professional statistician to reflect this truth, texting is by far a more important function of the modern smartphone than the original function of the phone; making a call. Savvy business people are using this phenomenon in their favor to get higher rates of engagement and conversion. Here are just a few of the ways in which the text message is completely upending the experience of the modern consumer.

 

More Efficient Customer Care

The text message is arguably the fastest and most efficient form of communication in the modern world. Most people understand intuitively that text messages need to be short - and they have been trained by Twitter to do so. Customers tend to pack more information into text messages, and they receive more information from companies for that reason. A conversation that might go on for a half hour over the phone can be solved in a single back and forth conversation via text because of the onus both parties have to squeeze the fat from the communication. This gives a company much more time to focus on customer care rather than just sales, resulting in more happy customers without a loss of time.

Texting is Toll-Free

Customers who text no longer have to worry about hidden fees being incurred. 800 numbers should be a thing of the past with your company; however, if they are not, an omnichannel communications structure should be in your near future. Even the most rural of customer bases is moving away from the 800 number to a world of text that they can count on.

Anonymity

Not every customer wants to be aggressive and up front. The text message allows the customer to disassociate him or herself from the comments that are being sent. This is a form of power, and companies must recognize this for what it is.

Customers may become much more up front with you over a text message; however, they always reserve the right to expect professional behavior from you. You cannot respond in kind. However, if you can solve the problem while allowing the customer to vent completely through text, then you are more likely to earn a loyal customer. Believe it or not, people tend to recognize professional behavior when their heads cool.

Speedy Customer Care

The modern consumer expects an answer from a company under an hour when posting a query on Twitter, within 24 hours on Facebook. The text message is even more personalized communication, so if a customer takes the initiative to contact you this way, you should make every effort to respond as quickly as possible.

Because of the natural brevity of the text message (mentioned above), you have the ability to solve problems more efficiently. Use this to your advantage when addressing a customer who is contacting you over text.

The customer experience has evolved in many ways because of the way that the text message has incorporated itself into the mainstream of modern business communications. Do not back away from the immediacy and the forthrightness of the platform; use it to your advantage! If you can do this, you will retain your customers at a much higher rate, because you're creating a personal relationship with them.

New Call-to-action

Subscribe now to receive relevant and informative content to your inbox!

About The Author

Brian Keep, Ytel

Follow me on Linkedin

As the Chief Operating Officer, Brian works consistently with one finger on the pulse and an eye in the sky to ensure that everything technical at Ytel is running smoothly on a daily basis.


Like this post? Share your thoughts

New Call-to-action

Content Partners