There are 7.125 billion people in the world. Each person is a unique, complex individual with their own likes and dislikes. Unfortunately, less than 50% of global businesses offer personalized customer service, despite a desire from 70% of customers. And while 69% of customers expect businesses to link communication channels together in real time, only 38% of businesses offer that.
However, there’s an inherent danger in generalizing global customer service, partly because expectations vary from country to country. For example, in Japan, customers experience omotenashi, or the absolute dedication of service to a customer and their needs. In South Africa, customer service employees are expected adhere to the principles of Batho Pele (People First), which include high levels of courtesy and service standards. But in Eastern Europe, customer service representatives view service as more of transaction than a relationship, putting customers on hold without asking and addressing customers in a direct manner.
But meeting cultural expectations is just one of the many challenges of global customer service.
Continue reading How to Provide Great Customer Service Across the Globe
After graduating from YCombinator back in February, a startup called Magic, an SMS concierge service, went viral, wowing Americans with the prospect that they could order almost anything via text message and have it show up at their door – not to mention the $12 million investment they garnered from Sequoia Capital, with a $40 million valuation). After provisioning a Twilio number and rolling the service out to a few friends, the service suddenly skyrocketed in popularity, thanks to some well-placed features on Product Hunt and Hacker News (and just good old word-of-mouth).
Investors and companies are now starting to see the value of SMS (finally!), and so are emerging Magic competitors. Entrepreneurs around the world have begun innovating on the “Magic” model, spanning from straight up copycats to various niche-specific spins on the model – for example, the SMS concierge service for travelling performers and staff in the music-touring business. If you have an existing or potential SMS concierge business in mind, you’ll be very glad to know just how easy it is to equip yourself with the right tools and services to make it happen.
Whether we admit it or not, today’s customer experience is all about omnichannel. People are reaching out to companies on the phone, via text message, through emails and webforms—you name it, someone’s using it. When customers reach out to customer service, they most often use three or more channels, and most businesses offer multiple service channels to answer customer questions.
But an omnichannel experience isn’t just about having multiple channels: it’s about making sure those channels all work together. The idea behind omnichannel is that it all the service channels are connected, integrated, and consistent. When customers call your company, they don’t view your support channels separately; to them, everything is managed as a whole, not a bunch of different departments. And they’re not wrong to view the customer experience this way—91% of customers want to pick up where they left offwhen they switch between channels.
Continue reading 5 Questions You Need to Ask About Your Omnichannel Customer Experience
Many of today’s top businesses offer a mobile app, and all of them are looking for downloads in an increasingly prevalent mobile market. There were an estimated 138 billion global app downloads in 2014, and that number is set to double to 270 billion in 2017. With over half of American consumers downloading around four apps a month, how can your business tap into the booming mobile app market and increase downloads?
Answer: promote downloads through text message and voice, the two most common activities done on a mobile device.
Continue reading How Voice and Text Can Increase Your Mobile App Downloads
Companies generally provide tech support through phone or email, so when some companies began providing it through text messages, there was some anxiety. According to practicalecommerce.com, there are 4.3 billion people carrying SMS-enabled devices, and of those, 96% send text messages on a regular basis. Those who have used text-based tech support as opposed to the phone-based alternative typically prefer texting. A Harris Poll study found that 64% of customers who text prefer SMS to phone for customer service.
Continue reading How Text Tech Support Can Cut Back On Costs
No matter what industry your business is operating in, it can undoubtedly benefit from multiple channels of communication. By contacting customers in real-time, your business can make sure they are receiving the attention that they need, when they need it.
It’s time to take your contact center into the 21st century with SMS.