Some studies have shown that up to 70% of clients prefer to communicate with companies through text messages
Call centers have been using phone calls as their main resource for a very long time. However, this tool is slowly becoming less effective because users don’t really want to pick up calls. Many times, users are not available or cannot pick up the phone. Plus, nobody wants to spend a long time before talking with an agent.
In these situations, luckily, there are other communication channels to take advantage of that can bring about additional benefits. One of them is SMS messages. Some studies have shown that up to 70% of clients prefer to communicate with companies through text messages and call centers are no exception.
Using SMS in call centers brings about different benefits:
Text messages allow you to complement it with additional resources using links. When clicking on them, clients are redirected to a web page (or SMS Landing) or multimedia resources (images, videos, streaming, documents, etc) that can show more information about a topic, frequently asked questions, links to even more data, and more.
When sending SMS effectively, one of the most important things is to have a good database and an efficient segmentation method. In LabsMobile, you can do a very effective segmentation easily. You can import a database or just create one. This tool lets you send messages more quickly and focus on a specific group. The options are many, such as:
In the hyper connected and quick world we’re living in, phone calls are losing effectiveness. For this reason, call centers can take advantage of other communication channels with clients, which are more efficient and convenient for everyone. For this, text messages are an ideal choice and, with LabsMobile, you’ll have all the features to use them in the best way.
This post was last modified on October 21, 2022 7:27 am
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