April 7, 2021

3 Reasons You Need A2P Texting Integrated into Your Contact Center

Contact center managers are reluctant to bulk up IT infrastructure because they expect minor returns. However, once they get on board, they soon discover the benefits of integrating an A2P solution to see that it doesn’t disrupt operations.

More than 60% of customers want to text with businesses regarding customer support.

The wide acceptance of this communication channel means organizations can’t afford to overlook it. SMS allows contact center agents to engage customers using a channel that they’re used to—and most times prefer to use. Text interactions can also be managed via automation for lower costs and improved customer satisfaction, which is where an A2P solution comes in.

What is A2P?

A2P texting (application-to-person)—sometimes referred to as enterprise SMS or business SMS—means text messages sent from a business application to a person. And unlike P2P messaging (person-to-person), A2P texts allow organizations to automate text messaging for sales promotions, alerts, appointment reminders, two-factor authentication, customer support, and a lot more.

3 Reasons Your Contact Center Should Integrate A2P

While there are so many benefits of integrating A2P messaging into your IT infrastructure, here are three primary reasons you should do so.

1. Increase Customer Satisfaction

Technology is helping to boost customer experience, and this results in customers increasing their expectations.

A particular study even showed that customers have higher expectations for customer service than they do in previous years.

Customers Expect More Than Before

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If there is a general fact about customers, it is that they hate waiting. People expect customer service to be fast, and one of the things a business can do to frustrate a customer is to place them on hold for extended periods, as is common with call queries.

However, with A2P, contact center agents can manage more than one conversation at the same time, which reduces the average hold time. Moreover, managing more than one conversation simultaneously improves customer satisfaction, as each query can be answered almost immediately.

2. Reduce Costs Associated with Contact Center Performance

The cost of a support phone call ranges between $6 and $25—an average of $15.50 per interaction. That’s far above text chat, which by comparison, ranges from $1 to $5.  With automation, it can be brought as low as 25 cents.

Automated texting sets up questions for the customer to answer before they’re transferred to a live agent. When the contact center agent understands the needs of a customer beforehand, it speeds up the interaction.

This reduces the time that the customer and the contact center agent interact with each other, which ultimately saves costs.

An A2P solution takes advantage of automation throughout the entire interaction and is even capable of utilizing multiple channels for complex customer needs.

For instance, American Express fraud prevention engages customers with text messages asking about the kind of phone they’re using when they call in. If the caller has a smartphone, they are sent a text that contains a web page link where they can check all their transactions.

Because the system is aware of the phone associated with the account, the customer is already signed in. This eliminates the need for the customer to explain themself over and over again to an agent, thereby reducing voice costs.

3. Guarantee a Tech Stack Addition that Generates Returns and Doesn’t Overburden Your IT Infrastructure

Integrating an A2P texting solution generates returns without overburdening your IT infrastructure. For example, an A2P text solution does not require additional hardware and can be activated in one day. It offers insights, a centralized management dashboard, and many more features that allow for complete control.

This is hugely beneficial because most contact center agents use up to three different software systems to manage voice conversations and the same number to manage voiceless interactions. However, by establishing one platform for omnichannel ability, contact centers can better handle customer interactions. Fortunately, texting can be managed from a single platform like voice or web chat, and agents can switch between channels on a single platform.

How Textel Helps Contact Centers Attain the Benefits of A2P Texting

Textel is a cloud business texting platform specifically designed for contact centers. The solution doesn’t overburden your IT infrastructure, reduces customer interaction costs, and enables omnichannel communication (having two-way text conversations with your customers) or sending a text message to multiple customers at once.

You can learn more about how Textel can improve your contact center productivity by contacting us.

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