The landscape of how businesses interact with customers is quickly shifting. In order to compete, companies are pivoting their business models and searching for ways to drive revenue. At the center of all of these changes one thing continues to ring true, customer loyalty and satisfaction are more important than ever before. “While good customer
To meet the demands of today’s customers, many contact centers are investing in a SMS tool for call centers to balance operational excellence with service excellence. Conversational messaging is one technology that helps contact centers achieve that balance, while giving customers what they want. Customers want to be heard. But they also want to experience
When it comes to service, customers want results—and they want them fast. That’s why a SMS tool for call centers can make all the difference. Research from Marketing Strategies International found that 46% of consumers prefer texting for customer service over phone or email. For millennials, this percentage preferring text for customer to business communications
Though SMS is not a new technology, it’s experiencing a renaissance as the most used function on smartphones worldwide. The largest generation is the world—millennials—prefer it over any other form of communication for interacting with the brands they love. Using SMS for customer service can help you build better relationships, increase customer lifetime value, and
The overwhelming majority (88%) of consumers belong to five or less loyalty programs. But 65% of them say they engage with less than half the loyalty programs to which they belong. While executives attribute this lack of use to competing loyalty programs, continued use of physical cards, and a lack of understanding the best contact
Consumers want to be served on the channels they use every day, not those that happen to be convenient for your business. Research conducted with contact centers conclude that they’re enabling messaging channels for customer service, but consumers say the reality just isn’t so. What’s interesting is, if a majority of organizations have enabled digital
Of consumers asked, 59% said they have higher expectations for customer service now than they had a year ago, according to the 2018 State of Global Customer Service Report. And when asked if the process of engaging with customer service to get questions answered is getting easier, only 39% said yes. Using a SMS tool
The timeframe expectations for customer response are shrinking. If your customer must wait endlessly to be heard on calls and then has to repeatedly explain the issue to different service agents every time he or she calls, they lose confidence in you. That’s when they look for an alternative. SMS messages offer the fastest time-to-response
People are always interested in learning. The constraint that keeps them from doing so is often a lack of time. When’s the last time you had time to study a 20-page lesson or view a few hours of video instruction to learn something new? Imagine being able to learn a concept or a skill via
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