As text messaging has become the most effective way of reaching your customer base, businesses and call centers have begun adding it to their communication strategy to create an omni-channel contact system. Business call centers have, in turn, discovered advantages and disadvantages of choosing an SMS Short Code strategy vs. a SMS Long Code strategy [...]
Time is money. It’s a cliché, yes – but it’s also one the least utilized resources in improving a call center’s efficiency. Time is often lost on long-winded calls, endless games of phone tag, poor call traffic distribution, outdated or irrelevant software and locating past/accurate customer account information. By giving your call center agents more [...]
At the second annual DEVone Partner Conference, Textel, a St. Louis-based software startup, was honored to receive the Rising Star Award as part of the 2018 DEVone Partner Awards ceremony. These partner awards highlighted the innovative companies who are designing cloud-based applications that bring additional value to the NICE inContact CXone cloud customer experience platform. [...]
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 [...]
Everything’s easier when you have your customer’s attention. In the auto industry, dealerships are always looking for a practical solution to better connect with prospective and current customers. In fact, the ability to reach customers quickly and get a fast response doesn’t just streamline communication for auto dealerships – it improves internal productivity, provides more [...]
Is your business or call center covering all four pillars of customer communication? Phone Email Live Chat Text Sure, phone and email have led customer contact strategies at call centers for decades, but nowadays organizations must be available via live chat and text message as well to ensure they provide an omni-channel experience to their [...]
A seamless, easy-to-manage texting integration is the last thing standing in the way of delivering the quality customer support your call center deserves. Studies have shown that customers prefer to text: 81% of consumers are frustrated being tied to a call or computer for support service 64% of consumers would prefer to use texting over [...]
“Today’s mobile customers look for the convenience of text messaging instead of phone calls for simple customer service requests.” - Paul Jarman, CEO of NICE inContact. It’s the driving principle behind an exciting integration that pairs two powerful cloud-based platforms, Textel and NICE inContact, and it’s catching the attention of call centers and their customers [...]