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. Talk about #blessed…

In 2018, more and more call centers are integrating two-way texting capabilities with their call center platforms to create the Omni-channel communication solution that not only improves the customer experience and optimizes their call center agents’ time, but also fattens up the bottom line.

Now that a conversation can seamlessly move between voice, chat, text or online messaging, contact centers are carving out more conversions and revenue where consumers can reach out and be contacted through their preferred channel.

For texting, that’s led to 80% of people using texting for business, according to eWeek.

Setting the Table for Innovation

Textel, a robust business texting service, quickly realized that businesses must go through a digital transformation in order to compete in today’s marketplace. This led them to create a functional, feature-rich texting solution that bolts onto an existing contact center communication platform.

Our integration sits at the application layer between the text carrier and the contact center platform to deliver a best-in-class solution for any business texting needs.

In fact, as more and more business texting results and research pour in, it seems texting and customer service pair together as lovely as mashed potatoes and gravy. Velocify even reported that texting during the sales process can lead to conversion gains of more than 100%. It’s a stat that businesses can’t afford to ignore, yet only half of contact centers have started utilizing text in their communication.

Serve Their Preferred Communication Channel on a Platter

NICE inContact, a premier cloud experience platform, partnered with Textel early to deliver better customer service by adding the function of text-enabling existing business phone numbers to their solution. Immediately upon implementing, brand-side clients who utilized this solution discovered that their customers were already texting them – they just hadn’t been getting through.

But more than just being in the right place at the right time, organizations are very thankful for the increased brand loyalty, significant cost savings and multiple contact center agent efficiencies that the resulting solution uncovered.

For instance, Forrester Consulting research showed that a $6-$20 call can now be switched to a text session that costs pennies on the dollar. Plus, Velocify goes on to say that when the right texting processes are in place for a call center, agents who send three or more purposeful text messages after contact has been made with a prospect are seeing increased conversion rates by 328%. #gobblegobble

Businesses Shouldn’t Be Waiting for the Leftovers

For contact centers, texting is the competitive advantage needed to win customers over easily and quickly. To that end, a messaging strategy with the right tools that fit into your existing platform is critical for success in the new year. Because if you don’t do it, your competitors will.

And since Twilio has shown that only 48% of businesses are actually equipped to handle messaging, it’s no surprise that brands who do (like Vera Bradley in our recent case study) are seeing incredible results right out of the gates, including decreasing call volume by 7%, turning one customer/one call into three customers at a time via text and experiencing a 0% abandon rate when using business texting.

They’re just the latest example of a business who wasted no time in integrating texting with their call center solution and are now feasting on the immediate benefits that followed.

A Harris Poll offers this incentive to get in the game ahead of your competitors: 64% of all consumers have a positive perception of a company that offers texting as a service channel.

So, what’s stopping you from pulling a seat up to the table? Call or text our team at 844-483-9835 and give your customers something to be thankful for!

November 21st, 2018|

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