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Enhancing the Customer Experience with Timely Texts

Posted on February 09, 2017 by Phyllis Gilman in Customer Service

Phyllis Timely Text

 

Regardless of the day or age we live in, the foundations of excellent customer service remain the same. Being a great listener who is attentive and responsive, being organized, and greeting customers with a smile are a few qualities that are still necessary in any and every CSR.

However, with the relevant technology available to us today, we now have more channels through which we can deliver great customer service- text messaging being one of them.

If you haven’t considered communicating to customer via text or are not convinced it is helpful, it may be time to reevaluate.

Here are 3 reasons why you should consider integrating text into the customer experience:

1. Timely Communications. On average, text messages are read within 5 seconds of being received and the average open rate for text messages is 98% according to SlickText. If you need to get in touch with a customer to remind or notify them about something, texting can help you better ensure they receive it on time.

2. Increased Responsiveness. CTIA says it takes the average person 90 seconds to respond to a text so if you need a quick and short response from a customer like a confirmation, a text can work well.

3. Avoid putting customers on hold. For communicating simple, straightforward messages, texting can help you reach your customers without having them call in and face the possibility of waiting on hold. This can help prioritize or save phone calls for complex issues where texting isn’t ideal.

If you’re convinced of the benefits of texting, the next crucial step is to clearly define what you want to communicate via text- not all messages are best communicated via text.

As I mentioned above, complex issues are usually best solved on a 1:1 call with the customer. On the other hand, a quick reminder about an appointment or a quick confirmation could be easily communicated via text without disrupting a customer’s day. On the other hand, some customers may view phone calls as personalized customer service and prefer being called for anything and everything.

Understanding your customers and their wants and needs is crucial so whatever you end up deciding, remember to put your customers first! The main goal is to improve their experience, not necessarily yours.

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As a 29-year customer service veteran in the insurance industry, Phyllis Gillman has spent more than her fair share of time helping clients and customers. In her long stint in the industry, she’s answered over 702,000 phone calls.

 

You can stay updated on Phyllis’ favorite customer service tips, tricks and trends by subscribing here.


 


 

 
 

 

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