Author: XACT

If you want to learn more about what your customers want, utilize surveys. This can be a great way to acquire helpful and important feedback.

We all know that texting has become a staple of communication. In fact, in 2020, there were 2.2 trillion texts sent, according to Statista. This number included short message service (SMS) and multimedia messaging service (MMS).

Overall, the younger generations prefer communicating with others through social media or texting. People will even text and ask if they can call before actually dialing out because they know that not everyone likes talking on the phone. The truth is, talking on the phone can be time-consuming. It’s often more convenient for people to shoot off a quick text and then check the response when they have availability. Whereas phone conversations can often hold the person captive, keeping them from being able to accomplish other things. It can also feel awkward to some people.

While phone calls certainly have their place, allowing for more detailed explanations without a lot of reading/writing involved and are usually preferred by older generations, they’re not everyone’s favorite thing. If you want to reach more of your audience, you need to offer more than just a phone number for customer service.

There are a few ways you can use text messaging to your advantage. One of the options is to have a number available that customers can text. It’s even more convenient if you use the same number that you allow for phone calls. You can utilize chatbots to handle a lot of the standard questions and offer the option for them to reach a live agent when needed. Texting can also be used as a means for agents to check back with customers and see how they’re doing and ask them to fill out a quick survey. Beyond customer service, businesses also use texting to let customers know about promotions they’re running. To get more customers to sign up for this, make sure to offer something like a discount on their next purchase.

Texting is just one of the tools that businesses can use to improve the overall customer experience. However, it’s essential to keep in mind that they expect quick replies when customers text. This means you need to have enough agents available to handle the demand. Even if you use chatbots, you’ll want to ensure you have enough live agents for when people need a more personal touch.

If you’re looking to include texting in your customer service solutions, visit out website to learn more: https://www.myxact.com/

The best customer service goes the extra mile to make customers smile. This can be done through positively engaging with people on the other end of the phone, tablet or computer. It can also be done by listening carefully to customers so that you can ensure the best service and decrease the chance that customers must repeat themselves. The smoother you can make the customer experience, the more satisfied they will be with your business. This is why partnering with a trusted and experienced outsourcing company can make all the difference in increasing customer satisfaction and loyalty.

When you interview potential candidates, make sure to come up with a thorough list of questions before the interview. Spend some time thinking about the questions that you know you want answers to and how they’ll help you understand your candidate. You can also brainstorm questions with other members of your team.

What are you silently telling yourself you cannot do?