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.
Last week, a bunch of fellow #ICMIchat-ers and I met to discuss our customer service crushes, just in time for Valentine’s Day. Some of the regular suspects were mentioned (Amazon and Zappos, naturally), but it got me to thinking—what are some other brands that are doing customer service really well? What really makes them great, and what could they do to continue to stay great?
I decided to do a little research of my own to see if I could find more examples of companies with great customer service, and I wasn’t disappointed. While this is by no means an exhaustive list, here are seven companies whose customer service makes us swoon (and could be made even more “crushworthy” with a few key tweaks).
Empowerment. That is the word that comes to mind when one considers how recent technological changes have affected a business’ ability to create compelling communication experiences. Despite the fact that the basic tools for making a phone call haven’t changed much in the last 150 years (even your smartphone still offers you a standard numeric keypad, not so different from the rotary phones of old), we are entering an age of innovation around communications such that the world has never seen before. And best of all, many of these technologies don’t require heavy-lifting from IT teams.
Unlike the monolithic incumbents in the enterprise communication space that require multi-million dollar upfront investments and multi-year deployment schedules, the future of communication lies in software. Developers are now able to leverage communication APIs to build proofs of concept in hours or days that they can share with their business partners. Similarly, business analysts can leverage drag-and-drop user interfaces to build communication solutions in minutes, without having to request development resources. Never before have both technical people and non-technical people had so much ability to create meaningful solutions.
However, there are real risks and process challenges to account for when trying to build your own communication solution. There are both technological and experiential conditions that you must account for.
In today’s world, mobile customer service isn’t a luxury—it’s a necessity. In fact, over 60% of businesses think mobile customer service is a competitive differentiator, and over two-thirds of companies have “embraced” mobile as a customer service channel. In addition, the customer support tech research company Software Advice has found that 60% of people use mobile for customer service fairly regularly.
Continue reading 7 Data-Backed Reasons Why You Should Let Customers Text Customer Service
Startups can be crazy, exciting places to work. While it can often feel like there are more balls in the air than hands to catch them, somehow everything ends up getting done. This is because, many times in startups, people from one department jump into another department to tackle the tasks at hand.
The collaborative, hands-on nature of startups is a great example of cross-functionality at work. Cross-functional teams combine the strengths and talents of different individuals to reach a common goal. Applied to customer service, cross-functional support means uniting individuals from several different departments (marketing, sales, operations, etc.) to figure out how to provide the best service possible to customers.
According to a recent Gartner report, “by 2015, at least 60% of Internet users will opt for mobile customer service applications as their first option.” This is a significant shift that brings with it enormous challenges and opportunities. Companies and brands that honor this “mobile first” preference must understand the intimate relationship that people have with their mobile device, and how their brand experience on these devices will shape the relationship they are building with each individual.
Continue reading SMS Customer Support: Mobile as the Preferred Service Channel
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
Having a “mobile strategy” goes beyond just having a mobile application and mobile friendly website. It means using all of the capabilities of today’s mobile phones and understanding the role that these devices play in the lives of your customers.
How much of a role? Not to get too personal, but more people would rather give up sex than give up their phone. A study found that 26% of Americans said they couldn’t live without their smartphone, while only 20% of Americans said they couldn’t live without sex. The same study found that 44% of people sleep with their phone at night, and 67% check their phone even if it’s not ringing.
Continue reading SMS Support: When an App Isn’t Enough
If your company is one of the many now opting to provide tech support through text, you may be anxious about implementing this new technology. There is good news, however. First of all, integrating text is likely way more simple and straightforward than you think (as you can read about here). Secondly, the benefits of switching to text-based tech support vastly outweigh the risk of lagging behind in an outdated voice-only system. Here are a few that come to mind.