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. 

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.