How Contact Centers are utilizing SMS to stay ahead of the competition

With more than 6,000 call centers in the UK today, they form part of a £2.4 billion industry, yet very few are embracing the use of different communication channels to engage with customers.

In today’s digital world, contact centers require an omni-channel strategy to deliver the seamless experience customers now demand. Regardless of digital channel or device, customers expect to be informed, but not overwhelmed, engaged but not spammed and presented with a personal and relevant customer experience across every channel. SMS messaging plays an integral role in that omni-channel experience.

In this post we are going to look at how contact center environments can utilize a fully-automated SMS solution to remain ahead of the competition.

Did you know… “4 in 5 adults prefer text to email or phone communications, and 1 in 5 adults prefer Social Media to email or phone.”

Omni-channel, always on

Interactive Voice Response (IVR) and call will always have its place at the heart of a call center, but in today’s always on digital society, the contact centers who can converse with their customers on any channel, at any time, are the ones that will lead the way and reap the rewards.015

Many call centers use SMS sparingly, if at all, but when you consider it’s the most widely used communication platform on the planet – and provides a 96% open rate within 3 minutes of the message hitting the handset – you can begin to see how essential an enterprise level SMS option is for any business.

By decreasing hold times, you provide customers with a better experience, and by integrating SMS text messaging into a multi-channel Unified Communications solution you can save your client’s money with shorter call times and fewer support calls.

Business Continuity

For those that do have a modernized approach to Business Continuity, the use of SMS is highly effective. Some examples of SMS use within the insurance world for instance include customers receiving a text message within a specified number of days prior to their insurance renewal date.

Any subsequent failure to respond triggers a follow up email reminding them of the impending need to renew their insurance. Then, if they do not renew following this email, their number goes into the auto dialler for the renewals team who will call until they receive a response. This process is entirely seamless.

Another great use of SMS in the contact center world is in the Debt Management industry. SMS is excellent for customer reminders, including payment due reminders, payment overdue reminders, contact us to discuss your finance plans, etc. All of these types of communications can be fully automated around traditional contact center technology, such as the auto dialler.

Did you know… “64% of consumers would give a big thumbs up to a business that offered text messaging as a customer support method.”

If you aren’t using SMS as part of your customer acquisition, retention or loyalty programs, then its time you did!

“Over 70% of your customer base see SMS as their preferred communication method and 93% of millennials expect to be contacted via text on a regular basis.”



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