Most of us have had an interaction with a call center at one time or another. This could be to make a purchase, voice a concern or simply inquire about a service. Unfortunately, these interactions can often be a terrible experience to go through.
Oftentimes, many of us wish we could simply send text messages to these call centers instead. Well, that is actually an option for many companies in 2020. But why is this an option and should your company consider it? Without any further ado, this article is going to go over a few reasons why call centers should offer texting in addition to the standard phone call.
It Can Be Automated
Whether your call center exists to answer customer concerns, or to market your products or services to the world, there is often a lot of work involved. The calls can be long, and you generally will spend a lot of time explaining or saying things that could have been automated.
Thankfully, if your company utilizes text messages, there are actually ways to automate the process. Some platforms use artificial intelligence in order to automatically answer some common customer concerns and questions. They can be incredibly natural, and many individuals won’t even know they aren’t messaging a person. This automation can save you time and potentially be quite cost-effective as well.
That is why many companies are now turning to platforms that specialize in text marketing for call centers. Using automation, these platforms can send texts on a schedule to make sales, acquire customers and help your business grow. You can send texts with helpful information, links to products or services or even coupons. Some of these platforms can even show you important and relevant analytics to see whether the text marketing is working.
It is What Customers and Potential Customers Want
When waiting on hold for a customer service rep, most people become annoyed after only a couple of minutes. For many companies, a few minutes is the minimum that it will take you to speak to a representative, and the wait times can often be much longer.
Long wait times can turn customers off from your company, and no matter how many people you have answering phones, long wait times are bound to happen from time to time. Once your customer does reach a rep, they will often be in a bad mood and it is very possible they could have already made up their mind to take their business elsewhere.
Utilizing text will allow you to reach your customer or potential customer quickly, and also do it in a way that is more comfortable and less intrusive for them. Most people are more comfortable answering texts than a phone call, and they are much more convenient. Also, if they do want to call in, but don’t want to wait, there is the option to ask for a call back.
Can Lead to a Calmer Workplace
Workplace stress is an incredibly common issue that affects a lot of people. While there are different reasons for it, a loud and chaotic workplace can certainly exacerbate the problem. If people are constantly hearing those around them on the phone and the phones are constantly ringing, it can be a lot to handle. It can hurt both their performance and their morale.
If you make the switch to also offering customer service via texting, you will likely take less video call and the workplace will often be quieter. Your employees will approve of the quieter environment, and will likely be less stressed and thus be able to do their job better. The better your customer service reps can perform, the better it will look for your company.
In conclusion, this article has covered some of the important benefits of texting for call centers.
