At Textel, we’ve compared Live Chat vs. Texting to show how you can achieve an omni-channel call center solution. By establishing why you must be full frontal with your communication channels, call centers are covering all methods of communication for their customers.
But how do we discern between the value of live chat and SMS texting with customers? As is often the case, the answer is dictated by your call center customers’ preferences and timing.
Let’s examine why live chat can’t stand alone as your messaging platform, and how business texting keeps communication in the palm of your “on-the-go” customers’ hands.
6 Common Challenges Call Centers Face with Live Chat
Live chat is only as good as the immediate response you’re able to give. Various built-in restraints may be harming your customer experience if they can only reach you via live chat.
- When a customer fills out a chat request and is told no representatives are available, it leaves a bad taste in their mouth. And frustrated customers don’t typically open their wallets.
- Live chat requires responses in less than 30 seconds to be considered a success (with great customer service considered to be 10 seconds or less). When expectations aren’t met, it doesn’t feel live or helpful at all.
- When a user is redirected to an email or “put on hold” they are now forced to wait in front of their screen. Besides starting an eventual conversation off on the wrong foot, it removes any form of convenience from this communication medium.
- Visitors typically close chat windows (or any extra browser windows) as a reflex when browsing a website. It can be interruptive to their user experience.
- When a chat is closed, it’s gone. Unless you have a copy emailed to you, the history of your conversation is removed and it can’t be picked up seamlessly with a new agent or a new chat. Plus, by emailing, you’re now switching their communication platform and disjointing the experience.
Live chat is not always tied to your CRM, making it hard for call center representatives to have context on the customer relationship. This can easily frustrate the continuity of the customer experience.
How Business Texting Solves Your Omni-Channel Call Center Solution
Text messaging hits customers right where they live because a mobile phone is always a pocket or purse away.
In the same way that it has replaced voicemail as an easy touch base, texting is now replacing live chat for the more on-the-go customer who doesn’t want to be tied to their desktop or their email inbox for communication updates.
Text communicates directly with the business and keeps the conversation logged for you and the call center’s accessibility. Plus, there’s the convenience of responding at your own speed, whether it’s 30 seconds or 30 minutes. The cadence is dictated by the customer to match their timing preference, but the call center representative is always notified of each response so they can give timely answers. It’s the best of both worlds.
Still prefer to use your computer screen as a call center inbox when you’re at the desk? Business texting platforms make this accessible with a desktop application that fields all incoming texts and even lets you pass them off to the previous agent they conversed with.
Optimize for the Customer Experience and You Optimize Your Business
Textel offers innovative call center texting solutions that use your existing business phone number and give your call center the flexibility to reach your customer where they want to be found.
According to McKinsey, when brands focus on providing a superior experience across their customer’s journey, they see a 10-15% increase in revenue and a 20% increase in customer satisfaction.