Prompt-to-Text: Outstanding Customer Communication Requires Options

It’s impossible to overemphasize the importance of exceptional customer communication. Anytime someone reaches out, you should be ready to listen because customer feedback is everything along with how you handle it. 

Questions? Provide answers. Praise? Show gratitude. Complaint? Express remorse. 

Sure, that’s an oversimplification, but every one of these categories has value that can apply to future business improvements. And wouldn’t it be amazing to gather all this customer data while also encouraging positive sentiment from current and prospective leads? Accomplish more by offering a variety of options, meeting customers where they’d like to conduct conversation.

Chances are, you’ll find some customers prefer phone calls, while others jump on email, text, or chat. Maybe you even know someone who’d rather send snail mail covered in 1-cent stamps. Regardless of the customer communication method they favor, ideally, aim to provide access to several friction-reducing channels.

Want Loyal Customers? Offer Convenient Communication

Do you ever feel worn out by ordinary tasks, and just wish modern life was a bit simpler? Crossing off to-do list items is a satisfying experience, but this journey isn’t always a smooth ride when reliant on other parties to play a role as well.

Your customers feel the same way whenever they reach out through a customer support channel. They’re looking for answers and solutions, and they really don’t want any fuss along the way. Their goal is to get what they need and move on with their day without too much brain strain. Are you helping or hindering your customers’ progress?

The first step toward improving customer relations is empathizing with their situation. By considering other perspectives and how you’d feel under those circumstances, you’ll be able to craft solutions with meaningful outcomes. And when you strive to make your customers’ lives easier, you’re definitely on the path to gaining long-term loyalty.

Valuing their time was the top indicator of a positive customer service experience for 73% of customers, according to Forrester research. To meet their expectations, make it your goal to infuse convenience into every aspect of your company’s outbound customer communications. 

That means recognizing that your on-the-go customers need the flexibility and options they crave, so there’s no stalling out during a potential sale. By acknowledging and understanding the needs of your audience, you’ll be able to forge a lasting relationship and retain customers. They’ll know they can count on you every time, encouraging further interactions.

Failing to meet customer expectations is a good way to push them toward a competitor that’s willing to match their preferred communication choice. Banish temptation, gain more business, and improve customer satisfaction by making it obvious their terms matter.

What is Prompt-to-Text and How Does it Work?

Almost every adult has a cell phone on hand at all times, yet the call feature sometimes feels downright outdated. Many users prefer to communicate using text and other messaging apps because of their asynchronous nature. This means each party involved in a conversation can respond when they’re available, which isn’t always at the same time. 

It may seem counterintuitive to skip out on real-time conversations, but as mentioned above, gaining goodwill with customers requires flexibility. You need to cater to a variety of preferences to provide a superior customer experience.

You probably already know that waiting around on hold isn’t the best way to pregame an important and sometimes anxiety-inducing conversation. This setup makes customers feel helpless as they patiently (ok, maybe impatiently) sit on their questions or concerns. 

When HubSpot conducted a customer service survey, 33% of responders were most frustrated by waiting on hold. And we all know that this can lead to poor experiences for both the customer and the support agent. That’s why prompt-to-text is a powerful alternative to manage customer conversations. It gives customers the option to get in touch via text rather than listen to recording-laced instrumental music for 30 minutes.

How does prompt-to-text work? When a customer calls your support line, they’ll hear a message with instructions for contacting you via text instead (if desired). This gives customers the option to communicate on their own schedule, with reassurance that a company representative will be in touch soon.

The great thing about deflecting calls to text is that it allows you to pre-screen why customers are contacting your business so you can quickly triage their message to the best resource within your company. This saves tons of time, a boon for both you and your customer.

Try Webchat—Another Popular Form of Call Deflection

Our Webchat service is similar to prompt-to-text communication. When you install Webchat on your website, you’ll be able to display a collapsible box on every page with an interactive prompt. If a customer needs help, they can start a text conversation with one of your team members immediately.

Webchat is an essential tool within any customer communication strategy, connecting visitors thanks to high visibility and ease of use. Just how desirable is a live chat service? Increasingly, younger consumers are turning the tide toward technology, and many indulge in live chat when they need assistance. 

Statista found that over 83% of customers had satisfying live chat experiences—a compelling reason to make Webchat a website staple. Armed with this helpful tool, you’ll be prepared for proper customer communication management that can produce more sales.

Even More Call Deflection Benefits to Consider

Call deflection can also occur across multiple platforms as users move from phone to web to app with all of their communication intact. Salesforce reports that 71% of customers have done just this, starting their transaction in one place, but completing it on another channel. Shoppers embrace variety and the convenience of accomplishing their goals wherever they happen to be at the time.

If you’re still unsure whether call deflection is the right form of customer communication for your small business, consider these massive perks:

• Frees up support agents with shorter wait times and faster resolutions
• Customers who gain swift solutions are more likely to leave a positive review
• A faster, smoother experience can reduce your support team’s workload
• Saves your business time and money by streamlining customer support

Call deflection allows you to restructure your support team more efficiently while showing your customers how much you value their interest. 

Are you ready to have effective conversations that will instill more confidence in your brand? Customer success is within reach by implementing these suggestions.

Your New Communication BFF: Podium Phones

Did you know that it’s possible to improve customer communication in one tidy multi-channel package? Consider checking out Podium Phones, the ultimate phone solution for small businesses striving for effective customer service communication that gets noticed. 

This service is coming soon and will change the way you do business. Every time someone dials your number, you’ll gain insight into their call context based on previous customer interactions along with options for call deflection, and so much more. 

Podium Phones is available now. Get started here.