March 24, 2021

How to Add Business Texting to Existing Live Chat for Call Centers

At Textel, we’ve compared Live Chat vs. Texting to show the importance of including texting in your omnichannel call center strategy. By covering all communication channels, call centers empower their customers to engage the way they prefer.

When determining the value of live chat vs. SMS, the answer depends on your call center customers’ preferences and timing.

That said, live chat can’t stand alone as their messaging platform for most contact centers. In this brief article, we’ll show you 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.

  1. 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.
  2. Live chat requires responses in less than 30 seconds to be considered a success (with excellent customer service deemed to be 10 seconds or less). When you can’t meet customer expectations on responsiveness, it doesn’t feel live or helpful.
  3. When users are redirected to an email or “put on hold,” they’re 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.
  4. 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.
  5. When a chat is closed, it’s gone. Unless you have a copy emailed to you, your conversation’s history disappears. That means a new agent can’t pick up the conversation at a later date. 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 lack of integration can easily frustrate the continuity of the customer experience.

How Business Texting Solves Your Omni-Channel Call Center Solution

Texting Is Easy with More Access to Mobile

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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 email inbox for communication updates.

Text messaging 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 speed, whether it’s 30 seconds or 30 minutes. The customer dictates the cadence to match their timing preference, but the call center representative is always notified of each response to give timely answers. It’s the best of both worlds.

Some agents may still prefer to use their computer screen as a call center inbox when they’re at their 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 who managed the conversation.

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 are.

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.

Get results starting today with business texting from Textel.

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