There’s no doubt that a business texting service positively impacts customer experience. Before I share why, let me set the stage.
As consumers, we’ve likely had experiences that made our faces turn red, veins pop out of our neck, and smoke billow from our ears. I know that I’ve had my fair share of encounters that tested my patience. Have you ever imagined yourself holding a small brown paper bag to your mouth and practicing breathing exercises…? breathe in…out…. breathe in….out…. to contain frustration with horrible customer experiences or am I the only one?
I think we can all agree that the customer has the upper hand these days. We are living in a consumer-driven – customer-first world. If a customer has a poor experience, they know they have options and can choose to ‘go fish’ and find a business that aligns with what they expect.
What is customer experience anyway?
Customer experience is the impression your customers have of your brand as a whole. It’s their view or perception regarding their interactions. Their experience is an important factor related to your bottom line.
To reinforce the significance of customer experience, check out some of these compelling statistics:
- 81% of customers view customer experience as a competitive differentiator
- Customers tell an average of nine people about a positive experience with a brand, but they tell 16 people about a negative experience.
- The probability of selling to an existing customer is 60%-70%, whereas a prospect is 5%-20%
- 50% of existing customers are likely to try new products and spend 31% more than prospects
The takeaway? If customers have a good experience, they’ll stick around, buy more, and refer your business to others. That’s a win-win!
The role of communication
Communication plays a crucial role in how satisfied customers are with a business. Today’s consumer not only wants but expects to be able to communicate with companies through multiple channels. Customers want the option to decide which communication medium is best for them at the time.
Customers also expect a quick response to their questions which is why text messaging is more relevant than ever before for businesses.
How a texting service for business improves customer experience
There is a chance that customers are texting your business. Unless you have a texting service for business, you’d never know. Phone and email have been the traditional communication methods that customers have relied on…. not any longer.
Using a texting service for business is an effective and efficient way to communicate with customers and for customers to communicate with a business.
Three reasons customers prefer text
It’s convenient: Customers are on the go and aren’t always available to speak on the phone or respond to an email. They can reach out anytime, and from anywhere they’re at.
It’s easy: Your customers are already texting friends, ordering groceries, and scheduling dentist appointments from their phones. It’s just as easy for them to text your business.
It’s an option: Customers like options. They can decide how they want to communicate with your business based on what’s best for them.
The upside for businesses
Texts are read: Open rates for text messages are as high as 98%, whereas email is only 20%.
Texts get through: Thanks to fraudulent callers and phone number spoofing, consumers don’t answer their phones, and emails can get caught in spam filters or go unread altogether.
Texts get noticed: When the chime or buzz of a phone alerts our customers received a text, 97% of recipients read and respond within 90 seconds.
We use technology to make interactions easier for our teams and to provide a better experience internally. Could you imagine if we had to send an email to a co-worker each time we had a question? It would be brutal. Instead, we use internal chat tools like Slack or Skype to communicate quickly and efficiently.
Communication is vital to customer experience, retention, and help business thrive. Communicate with customers using a texting service for business.
TextBetter provides business texting solutions that make it easy for businesses to send and receive text messages using their landline number(s). The cloud-based service effortlessly integrates into existing business models without having to download or install new software. Businesses of all sizes are served through three distinct product offerings: TextBetter Team, TextBetter Business, and TextBetter Enterprise. More information about the company and services can be found at www.textbetter.com