[NEW EBOOK] The Seamless Experience
Customers today use an average of three channels to contact your business, and they usually have to start over when switching between each one. It’s a disjointed customer experience, one that can lead to unhappy customers and potentially a loss in business. That’s why businesses today need to provide an omnichannel experience. It’s a fancy word […]
Smart and Fast Fixes for Your Business, Part 1 — Make Your Business Phone Smarter
When it comes to balancing customer experience and operational efficiency, it can be really hard to get things right for your customers (and for your pockets). There are a lot of strategies, tools, consultants, methodologies and processes that you could be leveraging in order to operate your well-oiled machine (and of course you’re already doing […]
Would You Buy A Car Over Text Messaging?
The ability to buy a car over texting is coming to a pocket near you. You heard that right: you can now buy a car with a few clicks of a virtual button. The U.S. Census Bureau recently found that American consumers are open to using text to sell vehicles and communicate post-purchase. More promising […]
SMS Support: When an App Isn’t Enough
Having a “mobile strategy” goes beyond just having a mobile application and mobile friendly website. It means using all of the capabilities of today’s mobile phones and understanding the role that these devices play in the lives of your customers. How much of a role? Not to get too personal, but more people would rather […]
Can You Text Your City?
Can you text your city? You could if you lived in Evanston, Ill. Just north of Chicago, Evanston is one of the most tech-savvy cities in the country. Ever since they launched long code texting a couple of months ago, they’ve been able to reach out to community members as well as allow the community […]
How Texting Can Transform Your Business
If it seems like customer care has been lacking lately, that’s because it is. Just listen to one customer’s recent exchange with a take-no-prisoners Comcast agent, or read about a travel blogger that was kicked off a plane for taking pictures of the interior. Interactions like these only reinforce the belief that businesses are no […]
The One Quick Fix That Saves You And Your Customers Time
Solving a problem on the first try is a great way to please customers, save time and control costs. What’s even better than that? Solving a problem before it starts.
Channel Pivot: How Switching From Voice to SMS Benefits Everyone
Whenever people call a business, they want information; they don’t necessarily want to speak with someone. By forcing callers to go through a complicated phone tree, wait on hold before speaking with someone, or being asked to visit a website, the callers is being forced to go through extra steps that result in feelings of […]
Interactive Text Response is the New IVR
With technological advances flooding the market everyday, interactive voice response (IVR) is looking more and more like a thing of the past. Modern speech technology dates as far back as the 1930s, but IVRs didn’t really come into their own until the late ‘90s. In theory, customers would be empowered to solve their own problems […]
Drop the Megaphone: Customer-Centered Text Messaging
I spent a lot of time in Ghana, and Ioved it there. However, whenever I went into the bustling city markets many of the shop-keepers hustled and pushed me like their life depended on it. I’m sure for some of them their life did depend on it, but like most other visitors, this annoyed me to […]