A faulty communication system can cost a lot of money by wasting both employee time and customer trust. “PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely leave a company after two or three negative interactions.” Frequent downtime will cost money that could have been saved if quality assurance protection had been in place. Having business operations running smoothly is paramount to optimizing profitably.
Smartphones revolutionized the way we communicate and have now become a common necessity for people around the world. Since the launch of Apple’s first iPhone in 2007, many millennials have become early adopters of new modes of collaboration. This generation, born between 1981 and 1996, now constitutes a large segment of the workforce.
Older generations also began to follow the example of millennials, adopting SMS later. “A Zipwhip survey found that 73% of consumers want more businesses to text them. Customers of all ages, from Baby Boomers to Gen Z, like the ease, convenience and privacy they offer texting “. Businesses often get a better response rate with instant messaging because, unlike email or phone calls, people are more likely to send a short reply than to spend time formulating a reply email or scheduling time to reply. call you back.
SMS solves a unique problem for both consumers and call center agents. Imagine a scenario where a customer has a quick little question and doesn’t need a detailed answer over the phone. The customer can be recognized immediately with an automated text message. So you can serve a customer much more quickly. For the customer, the main advantage is comfort. They don’t need to set time out of their day waiting to speak to an agent for the same information.
Call center agents can serve multiple people at the same time through multiple text channels. They will have a record of all the details of a conversation so that they can consult the history at any time and prevent the customer from repeating himself to different agents. Agents will also be able to efficiently handle general questions, freeing up time for more complex inquiries. In fact, many call centers are creating bots with artificial intelligence that can answer general inquiries via SMS and, if necessary, elevate the customer to a live agent.
Incorporating SMS into a call center offers the consumer even more ways to interact with your business. Serving customers through multiple channels, offers more options, provides more satisfying experiences, improves productivity and strengthens the relationship with your customer.