How Texting – Yes, Texting! – Can Improve Your Customer Service Strategy

17 Nov

“Please hold, the next available customer service agent is available in…SIXTY…FOUR…minutes.” We’ve all feared calling customer service for this reason, and because waiting slows our day down. It’s also no picnic for companies, as reps are often required to hit hourly or daily customer service goals. This leads to reps feeling pressured to come up with a quick fix, rather than the best fix.

Texting, though, provides so many options. How can companies leverage it to provide more effective, customer-friendly solutions?

Send Out Alerts and Reminders

Customers are the lifeblood of your business, but they’re humans, which means they’re prone to forgetting about appointment times, payments, etc. With EZ Texting, you can set up reminder campaigns to text customers about session times, billing information, or when their package may arrive.

Being proactive sends the message that you truly care about customers. It also saves you from costly missed appointments or endless calls of “Um, I forgot my appointment time. When is it, and which location is it?”

Confirmation Emails

When customers make online purchases, they typically get a confirmation email. But what if they made a mistake and entered the wrong email? Or their email’s spam filter blocks it? There are numerous problematic outcomes where they’ll never get their email, delivery status updates, or other relevant purchase information.

When you send a text, though, you never have to worry about the above challenges. Further, most people walk around with their phones in hand. This ties into why texts have a 98% open rate, compared to just 20% for emails. Use this to your advantage!

Get EZ Chat

EZ Chat is a product from EZ Texting that allows business owners to have personalized, one-on-one texting conversations with customers. Companies just need to enable an existing landline or buy one from EZ Texting. There are no infuriating 64 minute hold times for customers, and for the reps in your company, they can take time to research the issue and reach back out when they’ve fully solved the problem.

Want to see how texting can drive sales and customer engagement? Start the signup process here!

About Daniel:

Daniel graduated from the University of Arizona with a B.A. in Media Arts and a Communications minor. He also graduated from California State University of Fullerton with an M.A. in Communications.

When not being a tech evangelist, Dan enjoys an active lifestyle that includes the beach, tennis, swimming, weights, and stand-up paddle boarding. He’s also is a grill master who ensures everything has the right amount of char on it. An avid LA sports fan, Dan used part of his wedding speech to talk about the Dodgers’ and Lakers’ soul-crushing playoff losses.

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