Business Texting Etiquette: 6 Tips for Writing Great Texts to Customers
This post was co-written with Leslie O’Flahavan of E-Write. Text messaging isn’t just for pushing parking meter reminders or announcing severe weather. Ahead-of-the-curve companies are using text for two-way communication with customers. At a Denver coffee shop, customers can place their orders and pay by text. A large Midwestern university uses a text messaging service […]
OneReach CEO Featured On Dell.com
Exciting news! OneReach CEO Rich Weborg was recently featured on Dell.com’s Power More site, which provides information and analysis on technology, business, and gadget-geek culture. In the article, Rich discussed the future of VOIP and unified communications and highlighted three key trends companies should be taking note of, such as channel convergence.
Hold Up Your End of The Conversation With Transactional SMS
How many text messages do you think the average American exchanges each month? 100? 500? Try 914. That’s roughly 30 texts a day, or more than double that if you’re between the ages of 18-24. Now, a good chunk of those text message conversations in your personal life will be conversational (“I miss you”, “Just […]
Strengthen Your Disaster Response Efforts With SMS
Three weeks ago, a devastating 7.8 magnitude earthquake hit Nepal, killing 7,000 people and displacing millions. Homes were leveled, monuments were reduced to rubble, and a people were shaken. In the hours that followed, aid organizations rushed into action, mobilizing medical personnel and rescue workers in response to the crisis. Organizations like Doctors Without Borders […]
Why Cities Should Let Residents Text 311
In the past, business SMS focused on marketing programs and simple notifications. That’s changing. There is now significant consumer demand to text a business for customer support. This extends to the public sector–large cities are starting to provide text messaging services to their residents for 311 service. This is partially in response to consumer demand […]
[INFOGRAPHIC] Implementing the Omnichannel Experience
Companies are connecting with customers in more ways than ever, but when it comes to customer support, many businesses still rely on just phone or email. While these are important channels, customers are beginning to expect more options from the companies they do business with. Customers ultimately expect businesses to support how they want to communicate — […]
Smart and Fast Fixes For Your Business, Part 2–Answer Less Calls and Help More Customers
To view the first post in the series, click here. If you’re anything like me, you’re bothered (maybe even offended) by retail businesses answering the phone instead of helping patrons. We’ve all seen it happen. A customer is waiting to check out when the clerk answers the phone (sometimes several times), often only to respond […]
Texting Isn’t Just for Kids
“My kids would love that!” I heard that recently from a middle-aged businessman when I told him that customers can now text businesses over their existing phone numbers. It’s not that he’s wrong (his kids would, in fact, love that), it’s just that he doesn’t understand how truly ubiquitous text messaging is. (And, by the […]
OneReach Featured in CRM Magazine
Exciting news! OneReach CEO Rich Weborg was recently featured in an article from the April issue of CRM Magazine, “Text Takes Precedence as a Customer Service Preference.” In it, he discusses the history of text messaging within business, the advances made in today’s text market, and best practices surrounding the text channel. ‘When texting started, it was […]
How Voice and Text Can Increase Your Mobile App Downloads
Many of today’s top businesses offer a mobile app, and all of them are looking for downloads in an increasingly prevalent mobile market. There were an estimated 138 billion global app downloads in 2014, and that number is set to double to 270 billion in 2017. With over half of American consumers downloading around four […]