According to the Critical Channels of Choice Report, half of consumers use non-voice communication channels to contact businesses. While most communication is still voice-based, the same report shows that 52% of contact center interactions are now carried via text and webchat. Contact centers have come a long way from using telephone operators. Texting is now a preferred way of communication for many customers. Business texting software reduces time on hold, improves communication processes, and is critical for contact center modernization.
What Is Contact Center Modernization?
Contact center modernization is an approach that uses technology to help companies make services more effective and improve productivity and customer experience.
Most call centers plan to invest in AI and automation solutions to improve customer experience. (Image Source)
In recent years, digital contact via email, webchat, social media, and self-service channels has been gaining space over traditional telephone customer service. Why? Contact centers are embracing digital transformation to achieve three primary goals:
- More efficient services and reduced costs. Reduce customer volume in time-consuming channels such as phone calls. Shifting activities to automated channels like text and chatbots make services more efficient and saves time.
- Happier customers and employees. Achieve better retention from customers and agents. Digital solutions allow you to improve customer experience, reduce time on hold, and increase self-service. Tools like texting software help make the agents’ jobs easier.
- Drive your digital transformation. Modernizing your contact center has a waterfall impact on all your business processes. Automation may start in your contact center, but soon, a transformative contact center makes operations more efficient.
3 Reasons Your Contact Center Should Offer Texting
SMS/Texting is considered the easiest customer service channel to use by 44% of US consumers, according to a study by the Northridge Group. SMS is still how customers prefer to receive brand updates.
In the last two years, digital interactions have been increasing in popularity, and projections are that they may surpass voice interactions by 2023. Here’s why you should consider implementing texting software for your business:
Improves customer service
Texting software can be managed from the same platform as webchat. Typically, call center agents can use several software systems to handle voice calls and digital interactions. Text messaging platforms like Textel integrate with voice and web chat solutions, making it simple for agents to switch between voice and text.
Texting reduces waiting time for customers. Customers expect fast service, and when calling, sometimes they need to wait until an agent becomes available. This results in time on hold and frustrated users. With texting, agents can manage multiple conversations, providing a faster response.
Texting software eliminates the barrier between mobile and web. Texting gives customers the convenience of contacting customer service from wherever they are. This mobility allows the agent to continue the conversation with the user on the go.
Texting is cost-effective. In a study conducted by Forrester, the research company estimates that the total cost per contact of a chat session is approximately $5, while a call can be between $6 and $25 for highly complex issues.
Automation further reduces costs. Automating texting services can streamline operations. For instance, screening users before sending them to a live agent. Texting services integrate with CRMs, functioning as assistants by providing agents with customer data before the call.
Texting applies to different use cases
Chances are that in your contact center, there is one type of use case that drives most of the communication. For instance, it can be account resets or checking order status. This type of communication can be automated or solved via text messaging. Allowing the customer to self-serve can reduce the time of a call. SMS also can direct the issue to a live agent if it is too complicated.
3 Steps to Digitally Transforming Your Contact Center
Modernizing a contact center impacts how customers relate to the company and the sentiment analysis toward the brand. When planning to transform your contact center, here are three steps to guide you:
- Understand customer needs. Every transformation starts with understanding your customers’ needs and preferences. This knowledge can help you understand how to improve the customer experience and which aspects of the communication process can be optimized.
- Identify use cases. Once you know your customers, it’s important to identify and prioritize use cases. Define what’s the best way to handle communication for each one. Troubleshooting can be handled at first via text and escalated if it is more complicated, for example.
- Automate the contact center. Automation enables customers to self-service, streamlines operations, and improves process efficiency. Text platforms allow users to send documents, photos, and videos. They eliminate the need for sending documentation via email or other channels. Everything is managed inside the platform.
Empower Your Contact Center Capabilities with Textel
Textel is a cloud-native texting platform that helps contact centers communicate with customers more effectively. By integrating with contact-center-as-a service solution, the Textel platform adds texting capabilities to existing systems, simplifying processes. Textel’s features include managing multiple text conversations simultaneously, self-service SMS, and sending and receiving images, videos, and documents inside MMS text. Textel also enables customers to text your toll-free and landline number.