10 Things To Consider When Text-Enabling Your Contact Center
The following provides a rough outline of what needs to be considered when implementing text messaging services in a contact center or business. While some of these items may seem daunting they can actually be completed pretty quickly depending on the size and scope of the implementation.
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 […]
SMS Automation: Reach Out and Text Someone
Texting automation is the latest development in contact center technology. Also known as Interactive Text Response (ITR), SMS (short message service or “texting”) automation is part of an integrated phone technology platform which supports multiple channel communication. This system is designed specifically to improve the call center experience by managing customer problems in a quick […]
These Companies Are Using Texting to Support Their Business–Are You?
Most businesses only use their phone number for calls, but they could be doing more with it. A lot more. Believe it or not, 10-digit landline numbers (also known as long codes) can receive texts. With the help of some advanced technology, businesses can be up and texting in no time.
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 […]
Mobile Apps vs. Text Chat: Which One Is Better for Business?
In the business world, the ability to utilize and offer intelligent automation solutions is a crucial part of continued growth. In the contact center environment, introducing alternative channels like text and chat can lower costs while providing customers with a range of options. Over the past few years, mobile apps have become a prevalent fixture […]
Email and Voicemail Are in Hospice
Remember when TV used to only be on television? Remember that “Can you hear me now” TV commercial for Verizon? Would you say that the new version of “Can you hear me now” is “Did you get my email?” or “Did you get my voicemail?” I wouldn’t – quite simply because everyone sends text messages–and […]
[INFOGRAPHIC]–Harris Poll Results
Check out this infographic accompanying our Harris Poll Report!
95% of People Say They Don’t Text with Companies… But They’re Wrong.
As a presenter at the recent Engineering the Customer Experience event, I started my talk with the question: “Do you text with businesses?” Not a single hand went up. Then I changed the question to: “Have you ever received a text notification from a business like a bank, an airline or Facebook?” All hands went […]
The Next Big Bet in Business-Customer Communications
The International Customer Management Institute (ICMI) recently conducted a poll revealing that 79% of companies believe customers want SMS/text support. Turns out they’re right. The New York Times published that at least one in three texters would rather text than talk. With statistics like those, you’d be smart to bet a million dollars that most […]