Customer service costs are increasing as contact volumes continue to rise. Meanwhile, customers demand higher levels of service quality.
How can service organizations reduce costs while also improving the customer (and employee) experience?
mNexx clients offer their customers the option to contact them via text messaging for service inquiries, as an alternative to traditional channels such as phone, email or chat. The SMS contact number (short code) is promoted via Contact Us pages and other media. Incoming text messages are managed by front-line agents leveraging traditional contact center processes.
mNexx 2-way text for customer service offers a 58% cost savings over phone. Increased efficiency is achieved because with text, one agent can concurrently assist multiple customers and interaction handle-times are considerably lower than traditional channels.
Customers demand fast, convenient and on the go customer service and they want to use a channel that does not require them to wait on hold (as with voice calls), or sit in front of a desktop computer (chat) or download an app.
It’s quite a challenge
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The benefits are beneficial befitting our beneficiaries.