OneReach CEO Rich Weborg was recently featured on Dell.com’s Power More site, which provides information and analysis on technology, business, and gadget-geek culture. In the article, Rich discussed the future of VOIP and unified communications and highlighted three key trends companies should be taking note of, such as channel convergence.
Continue reading OneReach CEO Featured On Dell.com
How many text messages do you think the average American exchanges each month? 100? 500?
Try 914. That’s roughly 30 texts a day, or more than double that if you’re between the ages of 18-24.
Now, a good chunk of those text message conversations in your personal life will be conversational (“I miss you”, “Just a reminder to pick up the kids”, “Great to see you last night!”) but many others are transactional (“I’ll pick up the kids if you make dinner- deal?”)
Up until recently, these kinds of messages were only sent from person to person, not business to customer. However, more and more businesses are starting to see the value of letting their customers interact with them using their preferred communication channel: SMS.
Three weeks ago, a devastating 7.8 magnitude earthquake hit Nepal, killing 7,000 people and displacing millions. Homes were leveled, monuments were reduced to rubble, and a people were shaken.
In the hours that followed, aid organizations rushed into action, mobilizing medical personnel and rescue workers in response to the crisis. Organizations like Doctors Without Borders and global Red Cross societies organized search and rescue efforts, tended to the wounded and distributed supplies.
Then, a second earthquake hit.
Across the world, countries have put forth millions of dollars in aid, with the U.S. alone pledging $26 million. On a smaller scale, global citizens have made donations of their own, whether online, over the phone or through text messaging. But in the wake of a disaster, it’s important not only to only to have donations set up—it’s important to have communications as well.
In the past, business SMS focused on marketing programs and simple notifications. That’s changing. There is now significant consumer demand to text a business for customer support. This extends to the public sector–large cities are starting to provide text messaging services to their residents for 311 service. This is partially in response to consumer demand for texting for support: over 64% of Americans would rather text than call for help.
Nearly 300 cities across the nation have a 311 call system in place that citizens can contact, but only a handful of cities—New York City, Minneapolis, Chicago, Denver, Pittsburgh, Dallas, Boston—have these numbers text-enabled. It costs cities an average of $3.40 to answer a phone call, whereas answering a text only costs 60 cents (and even less if the message is automated).
Continue reading Why Cities Should Let Residents Text 311