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 for the 70% of the workforce considered “deskless.”
More organizations are realizing the potential of adopting a “mobile-first mindset,” from global couriers like FedEx to local police forces and postal services. The reason for this is clear: other forms of communication aren’t cutting it.
Traditional email communication is cluttered, with nearly 50% of emails being spam. Research shows that SMS open rates are 98% compared to just 20% of all emails and 16% of phone calls. On top of that, 75% of consumers say they’d be happy to receive offers via SMS.
Sales teams need tools to break through the noise and help them connect faster with prospects and customers to drive sales, increase productivity, and recapture lost revenue. Here are some steps for sales and support teams to adopt a mobile-first mindset by building texting into your communication plan and driving value with every message.
Challenges with Traditional Communication
Before getting into ways texting can help, let’s take a look at the challenges of traditional communication methods.
Consumers today want and expect companies they do business with to provide engagement opportunities across various channels. In fact, 85% of consumers expect companies to offer a blend of physical and digital communication, but the most important factor consumers look for is communication that drives value. In sales and support communication, value comes from saving time and money or making their lives easier.
With low open and response rates, traditional phone and email communications are becoming less able to provide value.
Limitations with traditional communication can also lead to these common challenges facing sales and support teams:
- Lead Qualification: Delayed email response times or unanswered phone calls make it difficult to track down and qualify hot prospects.
- Getting in Front of Prospects: Considering 50% of emails go unread, sales teams need compelling and creative ways to get their attention.
- Competitive Advantage: Odds are, prospects are evaluating several vendors through traditional channels. Sales teams need tools that give them a competitive advantage and help them stand out.
- Administrative Tasks: Sales teams spend less than 36% of their time selling due to manual processes and administrative tasks. They need tools that streamline processes to capitalize on their time to sell.
- Maintaining Relationships Post-Sale: Once a prospect becomes a customer, sales teams need effective ways of nurturing a relationship (and increasing cross-sell opportunities).
How Texting Supports the Entire Customer Lifecycle
Mobile communication can bridge the gap so that sales and support teams are more efficient and effective across every stage in the customer lifecycle. Below are actionable ways texting can drive value and help teams engage with customers in meaningful ways.
1. Engage with Customers Where They Are and Boost Responsiveness
The best way to reach customers is to meet them where they are. 91% of US consumers keep their phones within reach 24/7, and 78% of consumers indicated they would rather communicate with companies via text than other forms of communication. On top of that, once a text has been sent, 95% are read within the first 3 minutes of receipt.
Consumers tell companies where to find them, but many sales and support teams rely on email, or even direct mail, where chances of consumer engagement are much lower. Sales teams can lower call volumes, reduce response times, and generate more leads by connecting with consumers directly via mobile device texting.
2. Qualify Leads Automatically Through Textbots
Lead qualification is an essential part of the sales process, but it can be costly and time-consuming. The average lead response time is 42 hours, which can result in lost business and create a poor experience for your leads.
Textbots are emerging as a leading way for businesses to connect with customers faster. Textbots can field inbound SMS inquiries and transfer to a live agent and back seamlessly. They can also route customers back to the previously assigned agent for continuity.
SMS lead generation is more effective than other methods because customers are looking for conversations and connections, not promotions. Texting allows messages to be clear and personal while providing direct access to key links and information. With multi-user functionality, teams can co-manage conversations to ensure conversations move forward.
By leveraging Textbots and SMS lead generation, sales teams can increase efficiency and minimize gaps in response time at a low cost—qualifying leads quickly and automatically.
3. Automate Common Responses to Streamline Communication
For sales and support, timing is everything. Rapid-response time is one of the leading conversion tactics for leads. Support teams need the quickest time-to-resolution to support evolving customer needs.
Automated text responses can reduce response times for common scenarios—such as confirming call times—which frees up valuable time for sales and support while still prioritizing rapid response. Teams can send auto-responses based on keywords or timestamps, as well as pre-schedule outbound text times for optimal ROI.
4. Use MMS to Send More Than Just Text Copy
Sales and support teams can enrich conversations and add value by including product photos, links, and supporting documents in text messages.
When Valvoline incorporated MMS picture texting to their support center follow-up cadences, they were able to increase their coupon send rate by 76%.
Sales teams can use MMS to quote prospects more quickly. Simply ask them to send a picture of a claim, document, ID card, or another piece of information with a picture and save it right to your computer.
Enable Sales with Texting and Drive Revenue with Textel
Texting beats every other form of communication today for open and response rates. Textel provides sales and support teams with innovative texting tools to give them a competitive advantage, reach and connect with customers faster, and effectively streamline support operations via our fully-featured texting platform.
Learn how you can equip your sales and support teams with Textel to leverage the benefits of texting, drive sales, and support customers along every step of their journey.
If you found this article helpful, please share it on social media.