According to an ICMI study, 67% of consumers say they want to text companies for customer service. No calls to place, no waiting on hold or sitting in chat sessions, 2-way text messaging is the most convenient service channel. Text interactions enable a single agent to concurrently assist multiple customers. The benefits of text are as exciting for your company’s bottom line as it is for your customer.
2-WAY TEXT MESSAGING CUSTOMER SERVICE:
HOW IT WORKS
Easy for customers. Easy for you.
Provide enterprise-scale text support for your customers using the familiar contact handling processes your team already uses with traditional channels. Getting started with ITC is easy and we can help support your implementation every step of the way.
Select or text-enable your short code (5 or 6 digits), long code (10 digit number) or toll free number
Promote your new text contact number to your customers
Customers send inquiries to your new text number
Your team receives and responds to customer inquiries directly from a browser
ITC uses leading-edge text analytics to route messages via our revolutionary skills-based routing algorithm to the right agent for resolution. Our case management capabilities manage customer interactions from start to close and complete records are maintained in your CRM.
SMS IS THE
IN THE US
Your Customers Demand Choice
Over 75% of North Americans use text messaging
Millennials send and receive about 3,853 texts per month
Together we send about 72,760 messages per second
Millennials are today’s emerging consumers; projected to account for 31% of our economy by 2020.
DO YOU HEAR IT? THAT’S YOUR CUSTOMERS TEXTING
Did you know that more than 40% of households in the United States don’t even have a home phone? These days everyone exchanges more text messages than phone calls.
This is why companies are rushing to launch text messaging for sales and customer service.
Contact ITC for a free demo and learn the secret to staying in touch with increasingly mobile customers.
What Your Customers Say About Text Messaging:
“Text means customer service when I want it, where I want it. From my smartphone I can ask a question from anywhere and move on with my day.”
“I prefer to text when I need to contact a company because it’s a private way to connect while I am on the go.”
“I multi-task all day. I can’t be tied to a phone call. With text, I can engage while with my kids, tending to business or just spending my time, my way.”
WIN WITH DIGITAL EFFICIENCY:
2-Way Text Messaging Efficiencies:
Text messages are limited to 160 characters. Conversations are quick and replies are short. The average number of texts to resolve an inquiry is 8.2.
Unlike 1-to-1 phone calls, agents can support multiple texting customers concurrently. While one customer is writing a text, agents respond to others. ITC users report that agents can concurrently support 3-to-5 customers in active discussions.
As a team, text customer service agents can produce higher occupancy rates across digital channels.
Use Cases: Text Messaging Programs
See how ITC customers are using text messaging today to achieve their goals with: