This post is co-written with Leslie O’Flahavan of E-WRITE.
If your customers have opted-in to receive texts from your company, they probably realize that some of your texts are going to be automated. They understand that sometimes texts from your company were sent by an automated system and that you don’t actually have a human employee, chained to a desk, hand-typing each appointment confirmation or loyalty program welcome message!
However, even if your texts to customers are automated, they shouldn’t sound mechanical. Here are ten tips to help you write automated texts that sound human and build rapport with your customers.
This guest post is written by Robbie Richards, a member of the content marketing team at Jitbit.
89% of consumers have stopped doing business with a company because of a bad experience.
86% will not purchase from a business with negative online reviews.
Bad customer service is the fastest way to lose existing customers, and deter potential customers from ever stepping foot in your door.
Continue reading [INFOGRAPHIC] How Bad Customer Service Affects Your Business
Some companies still haven’t found the magic recipe for providing a great customer experience, but OneReach’s Elias Parker might be able to help them out. In an article published by UX Mag, Elias lists seven things companies can add to spice up their customer experience, including speed, variety, and consistency.
Continue reading Learn 7 Ways to Spice Up Your Customer Experience
Interactive voice response (also known as IVR) is one of the most notorious service channels of all time. Originally introduced to decrease the amount of time agents needed to spend on the phone while increasing the number of problems solved. Unfortunately, IVR ended up creating brand new problems for the customer: long hold times, confusing menus and the continual inability to reach a rep. Today, only 13% of consumers think IVR is easy to use, and only 15% believe IVR use benefits them.
Luckily, IVR doesn’t have to be this way. Over two-thirds of consumers would prefer to use self-service technologies like IVR rather than speak with a live agent; they just haven’t had a great experience with it until now. Here are nine IVR best practices on to help you create a better service experience for both companies and customers.
Continue reading 9 IVR Best Practices You Need to Know
The following provides a rough outline of what needs to be considered when implementing text messaging services in a contact center or business. While some of these items may seem daunting they can actually be completed pretty quickly depending on the size and scope of the implementation.
Continue reading 10 Things To Consider When Text-Enabling Your Contact Center
The way people communicate with one another is rapidly changing. We are spending more time online or sending text messages than talking on the phone. In fact, if you’re out in public and take a look around, you’re bound to see someone texting within 10 feet of you.
Continue reading 5 Tips When Adding New Communication Channels into Your Business