Articles, Use Cases

Using Business Text Messaging in Contact Centers

Contact centers today support multiple communication methods including voice, text, email and social in both inbound and outbound settings. This omnichannel approach allows contact centers to support all aspects of its client’s business, if needed. With the rise in omnichannel support comes opportunities for contact centers to incorporate business text messaging as part of the products and services offered in their portfolio.

With the prevalence of business text messaging in a fair number of contact centers already, it’s not something that should be overlooked any longer. Incorporating business text messaging allows call center agents to interact with customers using a method they are familiar with and prefer to use. Texts are fully visible and transparent to anyone in the contact center as they are sent and received using the existing email client of the center.

If your contact center hasn’t adopted business text messaging as part of its’ omnichannel strategy, here are the top reasons that outline why you shouldn’t wait any longer. 

Customers prefer it

Pew Research reports that 96% of Americans own a cell phone of some kind. Of that, 81% own smartphones. Mobile phones offer many capabilities that customers prefer; text messaging is a quick and easy way for customers to communicate. Text is convenient, flexible and can be done on their time. Using business text messaging allows customers to avoid potentially long hold times they may experience during peak calling hours which overall helps your contact center, too. For outbound contact center programs, it’s necessary to reach out to customers. At times it’s challenging to reach them on the phone and email can be slower to respond to. It makes sense to communicate using the channel they prefer and use the most. 

Better customer service

Gone are the days of providing customer support solely by phone lines. Today’s consumers expect you to offer multiple channels of engagement and appreciate having multiple options. In today’s era where social media is front and center, customer experience is critical to a brands image. Offering a convenient option as text messaging, places the customer experience front and center of importance. When you offer business text messaging in your contact center as a means to communicate with your clients, you are offering comfort and convenience. 

Business Text Messaging

Many solutions can be offered by text

Contact centers typically have a single use case that drives a large percentage of communication activity. For example, resetting passwords, order status, shipment details, etc). Often times these types of use cases can be handled via the web/chat or text rather than a traditional phone call. 

Text can be accessed virtually anywhere

Texting is portable. Customers can interact with a contact center agent from virtually anywhere, even if there is not an internet connection. In the event the text exchange necessitates a phone call with the customer, the agent and customer are able to seamlessly make the switch without having to start from square one again. Incorporating business text messaging into the contact center does not require a sharp learning curve from an agent perspective, as it is something they do regularly and are familiar with. 

Text is responsive

A recent Deloitte analysis reports that Americans are viewing their smartphones more often than ever before, on average 52 times per day. With most texts being read and responded to within a matter of minutes, text provides an opportunity for a two way communication exchange that can be taken care of quickly.

The case for offering business text messaging as part of an omnichannel approach in contact centers just makes sense. It provides efficiencies for agents and the company while providing a better customer experience and offering another way, the preferred way for customers to communicate with your business. 

Implementation is easy 

When you hear that implementation is simple or easy when it comes to a new technology that is being evaluated, it can be met with a lot of skepticism. We really mean it though. Our text solutions are easy to implement and simple to use. We intentionally set out to provide our TextBetter customers with the best customer experience possible and believe our cloud based business text messaging solutions absolutely meets that goal. 

Agents will not have to learn an entirely new software or need to keep another window open to begin messaging with customers as there are no new platforms to learn or install.  With our business text messaging solutions, texts will automatically sync with the desired CRM for the contact centers many clients. This ultimately eliminates the hassle of manually entering or copying and pasting texts. 

To learn more about our customized business text messaging solutions and how other contact centers are using text for their customers call or text us at 800-322-1112. 

About Us

TextBetter™ is a business texting service that makes it easy to send or receive texts from your landline number. Our cloud-based service effortlessly integrates into your existing business model, without having to install new software or change how you do business. Through our three separate product offerings, we proudly cater to organizations of all sizes: TextBetter Team, TextBetter Business, TextBetter Enterprise.

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Business text messaging guidelines

There is no doubt that business text messaging is timely and efficient. The use of business text messaging in daily communication has dramatically increased in adoption and usage over the last few years. While it is fast and convenient for both business and customers, it certainly has a set of challenges. Messages can be incomplete. Words can be misspelled. The meaning of the message can be misinterpreted. The tone could be distorted. As business text messaging continues to increase in popularity, it’s important to understand the anatomy of drafting and sending a proper professional text

While there isn’t necessarily a “one size fits all approach” or “secret sauce” for perfect business text messaging, there are several guidelines and considerations to take note of. Here are 10 elements to apply when your fingers hit the keyboard to begin the draft of your message.

Business Text Messaging
  1. Keep it short. The best part of texting is how quick and easy it is to communicate. Messages should be able to be read in a matter of seconds and responded to with ease. It’s best to limit the text with no more than two sentences.
  2. Make it personal. The message should be personal to the customer and appropriate to your business.
  3. Pay attention to tone. The tone of the texts we exchange with friends and family are much different than in our professional lives. With business text messaging, be mindful of both business and text appropriate tones before hitting send. There is a delicate blend between not sounding stuffy and using language that you may use outside of work. Make sure the tone is energetic, upbeat and polite.
  4. Clearly communicate. There should be zero confusion as to what you are trying to say. It’s best to not leave misinterpretation to chance and potentially cause conflict and/or a missed business opportunity. Make sure your message, along with your ask, is clear. It’s always best to review the text for clarity before sending.
  5. Spelling and punctuation. This might seem like something that just doesn’t need to be mentioned…but it absolutely does. You may think that text messaging is casual enough to not use spell check or even use correct placement of apostrophes or commas. The fact is, it does matter when representing your company and brand. Business text messaging should always include the use of correct punctuation and spelled words. 
  6. Timing matters. It’s best to limit business text messaging communication to work hours. 
  7. Sign off with intention. Text threads can go on and on, as though each person doesn’t want to be the first to close the conversation. Be aware of when the goal of the text has been reached. Thank them for the information provided, promise to follow up and/or be clear of the next step. Don’t leave customers wondering what may be going on by not closing the conversation.
  8. Be mindful of frequency. Business text messaging can easily become an annoyance to your audience if it’s perceived that messages are sent too often. Sending multiple messages that could easily be sent in one might be something you do to your friends, but definitely not your customers. Before the message is sent, always consider if email is a more prudent communication method for the topic or goal of the message.
  9. Make it easy to reply. Keeping your texts short and sweet also means you need to keep them clear. If you’re asking your recipient a question, make it easy for them to provide a simple yes or no answer. Consider phrasing your message in a way that does not require a lengthy detailed explanation. 
  10. Be prompt in your response. There is an assumption that there will be a pretty swift response to a text message. Unless you are unavailable, make the effort to respond quickly, otherwise your lack of response could be seen as you just don’t care of the customer/issue isn’t important enough for you. If for some reason you cannot or did not respond to the message quickly, make sure to offer an apology for your tardiness in response as soon as possible.

About Us

TextBetter™ is a business texting service that makes it easy to send or receive texts from your landline number. Our cloud-based service effortlessly integrates into your existing business model, without having to install new software or change how you do business. Through our three separate product offerings, we proudly cater to organizations of all sizes: TextBetter Team, TextBetter Basic, TextBetter Enterprise.

TextBetter uses your email account to transmit text messages to and from your landline number by simply pairing the two. You’ll send, receive, and manage text conversations directly from your business email, which includes pictures. Pretty simple, right? There is no software to purchase or change how you do business. 

There are many ways in which your business can benefit from sending and receiving messages, but we’ve outlined a few of our favorite benefits here. Have questions on how TextBetter can make business text messaging work for you? We’d love to answer your questions. Call or text us today at 800-322-1112.

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Business Text Messaging vs. Email: Pros and Cons

Email has been widely accepted and the most predominant communication medium in business for decades. While businesses have traditionally kept to email for professional reasons, the prevalence of text in our personal lives has been an influential driver for companies of all sizes to adopt business text messaging as part of their communication strategy. For some, it’s an easy, cut and dry decision to implement business text messaging. For others, it’s a more difficult decision as email is a tried and true practice. 

We thought we’d provide a good old fashion pros and cons list for those who are still weighing the decision to implement business text messaging in conjunction with established communication practices. Keep reading to discover the benefits and considerations of business text messaging. 

PROS

  • Did you know that 97% of all text messages are opened and responded to? When you take into consideration that most text messages will be responded to within 90 seconds of being read, it’s clear that text messaging has excellent engagement rates. Often times, these high engagement rates will lead companies to incorporate business text messaging in their daily practices. 
  • Text messaging is the preferred communication medium. There is no need for businesses to guess whether customers prefer email or text messages; the fact is, there is a place as well as a need for both. Business text messaging allows customers to interact with your company in a way that they can choose, when it is convenient for them.
  • Text is easily accessible and does not require a Wi-Fi connection which means it can be accessed virtually anywhere.
  • Business text messaging creates a real-time communication environment. In this, customers are less inclined to call your help desk and more likely to have a better customer experience.  It also means that B2C texting services create measurable efficiencies for customer service reps by enabling them to multiple task – communicating both professionally and efficiently.
  • Improved process efficiency is a benefit when implementing business text messaging. The less time and effort it takes to complete a task or waiting for a response, the more customers you can serve. With business text messaging, many processes are streamlined. 
  • Business text messaging provides your business another way to personalize the customer experience to build loyalty by sending timely and relevant information. Providing a personalized and convenient experience with your customers builds trust, and trust leads to loyalty.

CONS

  • Texts must be brief. Customers simply aren’t interested in reading long text messages, so it’s critical that texts are short. Any in-depth customer service conversations, especially those that involve upset customers, are often better conducted over email or even phone.
  • Sending too many business text messages can be annoying and feel intrusive. If businesses send too many marketing texts in addition to vital communications like notifications or using text for a two-way dialogue, consumers can get frustrated and ask to be removed from all texting or communication lists. Companies that successfully use business text messaging will send a message with purpose and value to the customer. 
  • It’s not free. Using a business text messaging service will cost money. If your customer does not have a plan that allows unlimited texts, it’ll cost them money, too.
  • Tone can be misinterpreted through text. As business text messaging has evolved, this has become better, but there is room to not interpret the tone of a text correctly.  If you think there’s any chance your meaning won’t properly be conveyed through a text, it’s probably better to just pick up the phone and have a conversation.

Business text messaging is certainly more and more common, and frankly with good reason. The pros far outweigh the cons. Text is one of the most expedient and reliable ways to reach your audience.  Your customers are already very comfortable with text as they use it in their personal lives, let them engage with your business the way they prefer and are accustomed to. Implementing a texting service for business is key to staying relevant and evolving with your customer preferences.

About Us

TextBetter™ is a business texting service that makes it easy to send or receive texts from your landline number. Our cloud-based service effortlessly integrates into your existing business model, without having to install new software or change how you do business. Through our three separate product offerings, we proudly cater to organizations of all sizes: TextBetter Team, TextBetter Business, TextBetter Enterprise.