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
Sending your customers surveys via text messaging gives you a natural, convenient way to learn more about your customers’ experiences with your service organization, your product offerings and your company in general. Messaging is an intuitive conversational medium your customers use every day. When you ask your customers about their experiences, their perceptions, and their
A successful loyalty program is one that makes the overall brand experience better—as perceived by your customers. There’s significant opportunity to drive business growth, retention and customer satisfaction through loyalty programs as only 22% of Members[1] felt their experience was better than non-Member customers. Only 29% felt the program made their experience with the brand
Customers who are emotionally connected are more than double[1] the value of highly satisfied customers, on a lifetime basis, according to Harvard Business Review (HBR). Empathy gets a lot of lip service from marketers and salespeople, but to grow our companies we need to actually show empathy for our customers with messaging that resonates over
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