Leverage customer conversations to drive sales, improve marketing and create a differentiated brand experience.
You’re ready to dive into business texting, but you have a few questions first. Here are answers to some of the most frequently asked questions companies have as they’re implementing business texting.
It’s pretty simple: Contact center agents can both send and receive text messages to and from consumers. You can use these SMS capabilities to converse with individual consumers or to send messages to entire distribution lists for marketing/information blasts. These interactions are typically performed on a computer via a desktop or web application.
You’ll want to work with a vendor for three reasons:
No. Your vendor will give your contact center team access to the vendor’s web app and desktop app (which your team may need to download). Many vendors also offer mobile apps from which contact support professionals can conduct text conversations, and some include an option to forward incoming text messages to an email address.
Yes. Most vendor solutions can incorporate with your CRM data so agents can see customer histories and personalize messages and interactions as needed. This helps ensure omnichannel connectivity with consumers.
No. You may need to train current team members on the nuances of texting versus email or voice conversations, and many texting vendors offer support for that training. But because texting fits into your contact center fluidly—and because, unlike with voice conversations, one agent can conduct multiple texting conversations at once—you will not need to hire new staff.
Yes. Just as you have policies around how your contact center professionals interact with consumers on the phone or via email, you should have policies around texting. This is true for agents who are engaging in one-on-one conversations with customers, as well as for marketers who are conducting campaigns via SMS. For instance, you may want to set policies around texting shorthand (“msg 4 u,” etc.) so you can maintain the exact balance of professionalism and casualness that you prefer.
Yes. You can text an entire distribution list. In fact, with some vendors, you may be able to send tens of thousands of texts per minute.
Yes. Many vendors offer analytics and reporting information related to your texting campaigns and interactions. When integrated into your existing CRM, this information can be extremely valuable in building consumer profiles.
This is going to depend on your vendor, the package you choose, and the contract you’re able to secure. Basic texting plans can cost as little as $10 a month for starter packages, while more intensive, high-volume and customized plans can cost several hundred dollars per month.
You can and should use business texting for marketing, sales, customer service, HR, and recruiting purposes. Each of these uses is unique and will require a strategy and a team, but with texting as prevalent as it is today, businesses should meet consumers, leads, employees, and recruits where they prefer to be—on their smartphones.
Yes.There are some best practices you should adhere to when sending business texts. A good rule to keep in mind: People want to be treated like people, not a bottom line. To that end:
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