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Using a Texting Service for Business: A Spotlight on Appointment Reminders

Customer satisfaction can be greatly enhanced by how you communicate with your customers. Customers today are constantly on the go and their attention spans are short.

Using a texting service for business enables you to cater to customers how they want to be communicated with. It’s especially ideal for industries that send out appointment reminders.

With business text messaging, your ability to send appointment reminders is simple and easy, so you get added efficiencies. Your customer gets the text sent directly to their phone’s home screen. So, the customer wins too by receiving quick and easy communication.

Let’s take a look at how TextBetter makes texting for business simple for appointment reminders.

HomeFix Case Study: how they use business text messaging for appointment reminders

HomeFix, a home maintenance company, has been in business for 60 years. While they’re well established in their community, they’re anything but old school. That’s because HomeFix uses TextBetter to send appointment reminders and communicate with their customers.

HomeFix provides premier service from roofing to plumbing to satisfy the diverse needs of their customers. The way they communicate with their customers matches that commitment to service.

By using a texting service for business, HomeFix is able to provide regular updates to enable customers to go about their lives instead of waiting for their service technician. In the morning, the customer receives a text message. It says, “Your HomeFix technician will arrive between 2 and 4 p.m. We look forward to serving you.”As lunchtime approaches, the customer receives another text message. This time it has a more specific timeframe. “Your HomeFix technician will arrive at 3:30 p.m. We’ll see you then!”

The customer now knows what time to leave work to use as little vacation hours as possible for the service call. The customer also didn’t have to leave a meeting to take the call confirming the service time. The customer reads the text message on his own time, thanks to texting service for business.

At 3, the customer receives one more text message about the appointment. This time, it’s accompanied by a headshot.

“Your service technician, Alan, is on his way. Alan looks forward to meeting you in person, but in the meantime, here’s a photo so you can get familiar.”

HomeFix has made the service call seem friendlier and more focused on the customer. Alan is able to fix the leaking roof that day, and thanks the customer for choosing HomeFix.

Texting Service for Business

Dentistry for Tots Case Study: how they use business text messaging for appointment reminders

Many of our customers are medical practices, who are able to keep their office on schedule by texting appointment reminders to patients. Let’s see how another business uses texting service for business to enhance their relationship with the customer.

Meet pediatric dental office Dentistry for Tots. No parent wants to face a toothache with a little one, but when they do, Dentistry for Tots is there to help.

The practice thrives on making children comfortable with colorful sunglasses and toys to make the experience more fun. A television in the treatment room distracts from what the dentist is doing.

With this technology in the office, Dentistry for Tots likes to carry that patient experience throughout the process.

Texting service for business makes it possible for parents to receive information about their child’s appointment.

One week prior to their scheduled appointment, the patient receives a message reminding them the date and time for their appointment. The text includes information about how to easily reschedule if needed.

Parents enjoy this reminder one week out because it gives them time to plan around the appointment.

The day before, the parent gets another message about the appointment. It includes all the important information, but this message also includes a photo. It’s Dentistry for Tots’ toy chest.

The child can now get excited about their experience because they can look forward to the treasure chest at the end. But the child still has some anxiety and concerns about what to expect.

The parent explains to the child that they know what the office is like because they’ve been there. The child shares that they are anxious there might be different tools or drills in other rooms.

The parent knows this is an opportunity to reach out to Dentistry for Tots to request the same exam room as last year. “Please put Timmy in exam room 2. That’s where we were last year, and it would make him very comfortable.”

The dental office receives the message in the form of an email to the mailbox the front desk regularly monitors. They respond with, “Certainly, anything to make your visit comfortable.” The parent receives that message as a text and gets to tell Timmy the good news.

Texting service for business improves relationships

Those are just two examples of ways texting service for business can enhance and improve your customer relationships. It all comes down to meeting the customer where they are at and enabling communication to meet their needs.

TextBetter makes it simple for businesses to cater to these needs. To learn more, call or text us at 800-322-1112.

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Texting Service For Business: A Sales Operations Perspective

As a sales operations professional, my goal is to maximize the effectiveness of a sales organization. It means I must be proactive in identifying areas of improvement, well-versed in implementing solutions, and proficient in using both technology and process to drive efficiency.  To be successful, the initiatives I implement must enable management to achieve their business goals while maintaining constant focus on the end customer. For these reasons and others, I have become particularly vocal about the benefits of using a texting service for business.

How is Business Text Messaging More Efficient than Email?

I get this question a lot, and the simple answer is that it’s not. Let me explain:

As any sales operations professional will tell you; when it comes to creating efficiencies, there is never a one-size-fits-all approach. In fact, the most successful solutions solve for a variety of business needs unique to an organization, it’s employees, and their end-customer or prospect.

So when thinking of efficiencies through the lens of our earlier question – instead of asking ourselves text or email, we need to be thinking about the uses cases, areas of opportunity, and as always, taking a blended – and streamlined – approach to communication.

By way of example, the below use case demonstrates how a local moving company leveraged a texting service for business to create capacity for their administrative team, drive efficiencies throughout the organization and enhance the overall customer journey — all the way from quote to cash.

Moving Company Uses TextBetter™ for Their Texting Service For Business

A 50-person moving company (“John’s Movers”) uses 3 logistics coordinators to answer phones, book appointments, and coordinate schedules for their movers in the field.  After limited office space prevented John from hiring a 4th coordinator during peak season, he called the team at TextBetter.

The Challenge? How can we get John’s team of logistic coordinators to work smarter and not harder? Here’s two examples of how the TextBetter team delivered.

Auto-Generated Text Message Reminders from Business to Consumer

  • Decreased ‘no show’ appointments;
  • Made it easier for customers to reply / reschedule appointments over text.
  • Since customer replies over text are received via email, logistics coordinators spend less time on the phone tracking down customers;
  • They also became more effective as having a documented conversation history to reference ultimately decreased human error.

Streamlined and Documented Employee Communication

  • Real-time communication made the staffing process easier and quicker; especially helpful when someone from the moving team is out with a last-minute flu or a family emergency.
  • Documented communication also created the additional visibility John didn’t know he needed. Once a mover texts ‘I’m running late’ or ‘customer no show’, the message is received by email.  This can be forwarded to the billing department.
  • Lastly, through enabling text you are also enabling better data – although this feature is not widely offered within the industry – the team at TextBetter can help you deploy a texting service that is received by email and automatically logged in CRM.

Ultimately, the use cases for business text messaging are as far reaching as they are meaningful. This is true as long as they cater to the people you are communicating with.

So what are the specific, tangible benefits of a texting service for business?

There are many.

First, and perhaps most importantly, customer engagement is enhanced and improved.  Response time is increased, interaction is efficient and personable; perception of your value offering is elevated.  As a result, customer loyalty is immeasurably strengthened, and referral activity proactive and permeating.  The result? B2C text messaging service that caters to your customers’ desired mode of communication without the sacrifice of lost information and process inefficiencies.

Second, business texting services eliminate the manual effort of transferring customer conversations via text messaging to CRM or email. Data entry and pertinent customer information is seamlessly integrated into existing email workflows as if it were through a single mode of transmission.

Lastly, using a business text messaging service 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.

Have questions on TextBetter can make business text messaging work for you? Call or text us today at 800-322-1112 so we can text enable your business phone number and set you up with our text to landline solution. Test drive TextBetter for 15 days.

Stephanie Knapp, Consultant with over 6 years of professional experience in process improvement, strategic planning, project management, and stakeholder relations.

Articles

Appointment Reminders Made Simple with Easy Business Texting

TextBetter™ customers are finding out how easy it is to send appointment reminders to their customers. While sending appointment reminders is not a new concept, many businesses have found that the no-show rate for appointments is decreased substantially when a reminder is sent via a text message.

Why? Because 95% of text messages are read and responded to within 15 minutes or less. And according to Pew Foundation, 91% of Americans have their mobile phone within arm’s reach 24 hours a day. I’d venture to say that I’m one of the 9%, but I’m not the norm – especially at night. During the day, my phone is always within arm’s reach. Continue reading “Appointment Reminders Made Simple with Easy Business Texting”