3 Reasons Business Texting Software Improves Your Contact Center Capabilities
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% [...]
How to Use SMS Texting Services to Improve Your Business
The impact of SMS on business is often understated. However, texting is one of the most effective methods for reaching customers. In fact, according to Gartner's research, SMS messages have [...]
How Business Texting Improves The Customer Experience
How many communications channels does your business use to engage with customers? Based on numbers alone, businesses can't afford to miss out on Facebook Messenger's 1.3 billion users and Twitter's [...]
How Texting Helps Sales and Support Teams Increase Revenue
With the rise of digital transformation, organizations are being driven to meet customers eye-to-eye, so to speak, increasingly on mobile devices. Mobile devices are unlocking untapped productivity and collaboration, especially [...]
Text Automation Features You Can’t Live Without
Texting reduces call volumes, especially when it’s used in tandem with an IVR to deflect calls. However, incoming texts require a response, which still demands time and effort. Text automation [...]
3 Customer Experience Resolutions to Keep 2020 In the Past
No one wants to repeat 2020. Unfortunately, many of the support challenges you faced in 2020 are still here. While not near the levels they were at the beginning of [...]
Use Texting In Your IVR to Deflect Contact Center Calls
In a previous post talking about texting best practices, we highlighted call deflection using texting within your IVR. However, it merely scratched the surface of what texting can do to [...]
Live Chat vs. Texting: Understand the Differences
Modern contact centers must support multiple channels of communication to make it easy for customers to engage with them. While everyone provides phone and email support, some contact centers are [...]
How To Build A Healthy Opt-In Text List
You probably already have a decent customer database complete with customer names, email addresses, and even phone numbers. However, before you send a promotional text to your customers, current regulations [...]
Texting Best Practices to Successfully Manage Contact Center Call Volume
Employee turnover is a perpetual sore spot for contact centers. The average turnover in the contact center industry hovers around 30-45% which means managers are consistently on the hunt for [...]
Texting Best Practices for Holiday Promotions
Texting is, without a doubt, one of the best ways businesses can drive additional revenue. 98% of all texts are opened and as noted in previous posts: Texting averages a 40% response rate. [...]
Understanding Textel’s Genesys Cloud Integration
Textel’s cloud-based business texting platform is now a Premium App on the Genesys® AppFoundry. The app is available for Genesys Cloud™, one of the leading public cloud contact center platforms. [...]
6 Ways COVID-19 Made Texting Essential for Contact Centers
Contact centers are all learning one thing – when it comes to pandemics, flexibility is the name of the game. Remote work coupled with daily regulatory changes across state, county, [...]
Maximizing Your Call Center Agent’s Time in 2019
How much could your call center improve profitability, increase customer satisfaction and squeeze out more efficiencies by cutting back on your call center agents’ lost or unproductive time? If [...]
How to Keep Your Customer from Bailing Out
It’s that moment. The moment you decide that, despite the IVR telling you that your call matters to them, you’ve officially waited on hold long enough and you have [...]
Why SMS Short Code Doesn’t Fit the Enterprise Customer
When Redbox texts you a five-digit code for a free movie rental, there’s a pretty clear understanding of what happens next. You either rent a film before the code [...]
5 Benefits of Business Texting for Call Centers Around the Holiday Season
Tis the season to drive holiday sales through high-performing communication channels. Trust us - it’s not just the egg nog making everyone merry. Call center texting is beginning to [...]
The Business Texting Integration Contact Centers Are Thankful for This Year
During this season of reflection and being thankful, customers are raising a glass to finally being able to text a contact center to get the answers they need. [...]
Vera Bradley Improves Contact Center Efficiency and Customer Experience with Business Texting
Vera Bradley is touting impressive business results after adding Textel’s integration with NICE inContact’s CXone Business Line Texting Solution. See full press release and additional information here. The [...]
Your Guide to Messaging Customers: 10 Rules of Business Texting Etiquette
With great business texting comes great responsibility and Textel has a handful of professional messaging best practices that will help you put your best emoji’s forward when communicating with [...]
An Easy Business Texting Strategy to Improve Revenue in 2019
Let’s cut to the chase: To improve revenue in 2019, you need to focus on the customer experience. You see, small businesses have a pretty exciting advantage over the [...]
Customers Want to Text Your Business, And Get Texts Back from You
We send five texts for every one call. Still, many businesses are yet to adopt a texting strategy for their customer communication. And while it may seem that [...]
How Salons Are Cutting Costs at Front Desk with Business Texting
Tell me this hasn’t happened to you: guest walks into a salon “Hello and welcome to Stylz R Us, how can I help?” “Yes, I’d like a haircut and…” [...]
Business Texting Accelerates Approvals for Auto Service
Auto service providers are quickly learning that phone calls are interruptive, and texting is informative. Now SMS texting for auto service helps service departments shave off over 40 hours [...]