Automation was created to make your life easier, not harder. ATMs, IVRs, even vending machines exist for the purpose of enabling self-service – getting what you need for yourself easily without needing another person to help you.
Unfortunately, automation sometimes frustrates customers instead of helping them. Just look at your typical IVR, where pressing the wrong button or mispronouncing something can send you down a path that makes your day a little rainy-er. “Did you say cancel your flight?”… “No! Change flight.” “Cancelling your flight. Please reschedule.”
We know IVRs and phone trees have a bad rap — after all, it’s sort of counterintuitive if the money you’re apparently saving by using automation is ends up frustrating customers. But don’t be mistaken.
Continue reading Show Your Customers Some Love With Automated Text Support
2015 may not be the year of hoverboards or flying cars, but it’s definitely the year of the empowered customer.
According to Forrester, we’re currently in the age of the customer, “a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.”
Continue reading Why Today’s Customers Are More Empowered Than Ever
Self-service has been around for generations, from the advent of personal shopping in grocery stores to the global presence of ATMs. But it was really in the last quarter century that self-service hit its stride, thanks to the rise of the Internet. Customers can solve their own problems or answer their own questions thanks to the ubiquity of this technology.
Continue reading Self-Service: The Next Channel You Can’t Ignore
The new year is a time for new possibilities: you can set goals as lofty as your heart desires. And when it comes to your customer service, you’re just as invested in doing things bigger and better this year. More problem solving? Heck yes. Omnichannel support? Competitors offering better, more efficient customer support?? Not a chance.
Here are five resolutions you can set for customer service in 2015, along with some helpful tips on implementing them.
Custom SMS and voice solutions are incredibly powerful in humanitarian and natural disaster relief efforts. In the past, organizations have used texting to send notifications, deliver surveys and solicit donations (see our post on non-profits and SMS for more use cases). But it’s really been over the past few months that texting has started to show its worth as a more sophisticated and even interactive large-scale communication solution.
Continue reading Providing SMS Solutions for Humanitarian and Disaster Relief
We’ve spoken before about how awesome texting can be for your business: it’s brief but to the point, and cheaper without skimping on the essentials.
Still, a lot of businesses find it hard to get things right over texting, or to even get things going at all. Some are worried about adding a new channel, and still others are worried if texting is the right new channel to add.
Continue reading 5 More Benefits of Business Texting
Born between 1946 and 1964, Baby Boomers are one of the largest, most influential demographics in American history – simply put, they’re a force to be reckoned with.
If you think Baby Boomers are technology averse, you’re dead wrong. More importantly, if you’ve assumed Baby Boomers wouldn’t want to text your company, you’re likely leaving some serious cash and CSAT chips on the table.
Continue reading Baby Boomers, Text Messaging and Your Business
How many marketing messages do you think you see each day? 100? 500?
Now how would you feel if some of those 5,000 messages were delivered directly into your pocket over text? It would be pretty annoying, right?
Continue reading 3 Challenges of SMS Marketing
Who doesn’t love “Back to the Future,” the ‘80s classic starring Michael J. Fox as a teen time-traveler who accidentally travels back to the ‘50s, putting his own existence in danger?
But what if Back to the Future had happened today, sending us back 30 years to 1985?
Continue reading Back to the Future: A Story About Texting and The Obvious
Raise your hand if you hate phone-trees.
Yep, my hand is up too.
But what if you didn’t have to interrupt your day to glue your phone to your ear, listening to the same monotonous options play while you put your day on hold.
What I’m about to tell you next may seem shocking, but it’s true.
You can text phone trees now.
Crazy, right? Actually, not so much.
Continue reading Want to Improve Your Customer Experience? Introduce ITR