Channel Pivot

texting workforce optimization

Why Texting Is a Great Match for Workforce Optimization

By | Channel Pivot, Customer Service, Operations, Tech Support | No Comments

The rise of messaging for business communication has taken the world by storm, and your contact center needs to be ready to respond. But first, you need to make sure you’re responding on the right channels.

Research done by Harris Poll and commissioned by OneReach found that over 60% of customers would rather text than call your business for support. With texting, customers can get a faster, more efficient response to their questions. This value can be seen within customer communications, as well as internal workforce communications.

Read More

Smart and Fast Fixes For Your Business, Part 2–Answer Less Calls and Help More Customers

By | Channel Pivot, Customer Experience, Customer Service, Texting, Voice | No Comments

To view the first post in the series, click here.

If you’re anything like me, you’re bothered (maybe even offended) by retail businesses answering the phone instead of helping patrons.

We’ve all seen it happen. A customer is waiting  to check out when the clerk answers the phone (sometimes several times), often only to respond to the caller with store hours or the address. On behalf of the patron who’s standing there waiting and the caller, I’m annoyed by this.

Read More

Channel Pivot: How Switching From Voice to SMS Benefits Everyone

By | Big Ideas, Channel Pivot, Texting, Voice | One Comment

Whenever people call a business, they want information; they don’t necessarily want to speak with someone.  By forcing callers to go through a complicated phone tree, wait on hold before speaking with someone, or being asked to visit a website, the callers is being forced to go through extra steps that result in feelings of frustration. In fact, 81% of customers feel frustrated being tied to a phone or computer for customer support. By allowing the caller to opt-out of a complicated voice experience and into a more convenient channel such as SMS, you can show your customers that you honor their preferences.

Read More