Kathleen Hettinger

Best practices in SMS callback

Share this article:Share on Facebook
Facebook
Tweet about this on Twitter
Twitter
Share on LinkedIn
Linkedin
Email this to someone
email

Whether you’ve got a huge team and plenty of resources, or a small crew of contact center employees and a tight budget, you’re expected to provide a great customer experience. Because today, with the advent of the smartphone and countless other time-saving technologies, customers have increasingly high standards. And those standards won’t be coming down anytime soon.

Put simply, contact centers that rely solely on call waiting to keep people on hold are in danger of (if not already) falling behind the competition.

And it’s not just heat from the competition you have to worry about. By not providing the quick, easy and convenient service customers have grown accustomed to, you run the risk of hurting the business.

Fortunately, SMS callback gives you and your employees the ability to build your company’s brand and create life-long customers. Read on to discover three use cases for why you should implement SMS callback:

Use Case #1: A potential customer needs to speak to a live representative but doesn’t have time to wait.

Put yourself in this customer’s shoes for a minute. You have an extremely busy life with kids, a spouse, and a full-time job. Let’s say, though, that you’ve purchased a product that you need help with. If you know that a call to customer support means waiting on hold, you might not even bother making that call.

As a result, you won’t get the same value out of that product, nor will you look very favorably upon that purchase or company.

Now, flip the story so that the customer knows he or she can simply send a text message and receive a call back at a later time. The customer doesn’t have to sacrifice their time waiting on hold and that support interaction becomes far more convenient for them. Chances are, the customer is much more likely to make the call.

Then, you have the opportunity to ensure that the customer’s question is answered and that they are successful with your product. This will make that customer more likely to remain loyal to you, buy again, and recommend your brand to their friends.

Use Case #2: A dissatisfied customer is calling to complain about your product or service.

It’s extremely unpleasant and difficult for your employees to respond to complaints about your product or service. And leaving customers on hold for extended periods of time makes it much worse. So anything you can do to ease your customers’ anger and dissatisfaction is a major benefit.

But even beyond making the experience more pleasant and productive for your employees and the customer, SMS callback reduces the chances of damage to your brand.

Many customers, especially if they’re angry, won’t wait for very long on hold. In the event an angry customer calls in only to be put on hold, you run the real risk of that customer speaking out on third-party review sites or social media against your brand. In the end, you lose a customer and damage is done to your brand.

If the customer had been able to speak with someone, the issue could have been resolved quickly and quietly. By offering SMS callback to this dissatisfied customer, you allow them to feel heard and valued by your company.

Use Case #3: Your contact center is experiencing high volumes of incoming calls.

Any time your company is dealing with a large influx of calls, SMS callback doesn’t just benefit your customers. In fact, it can be a significant boost to employee morale and productivity. Consider the difference between dealing with customers who have been left on hold for extended periods of time versus interacting with customers who received an SMS callback.

Moreover, with SMS callback, agents can seamlessly transition customers and their data from a mobile channel to their phone call. That way, your agents are equipped with real-time information about the customer’s activity.

Dealing with irate customers all day takes a toll on your employees. They’ll get through fewer calls because they’re mentally drained and because the angrier a customer is, the less productive their call usually is. So anything you can do to make customers happier and equip your agents with relevant information is a major benefit to the entire organization. SMS callback provides all that.

How Might SMS Callback Help your Contact Center?

Every organization is unique, and so is every customer. Your customers’ needs and yours may vary from the examples we’ve mentioned above. That said, you’d be hard pressed to find any customer who would complain about being given more convenience and power to schedule their support calls to fit their schedule.

So take a minute to learn more about SMS callback technology. At the very least, it’ll help you take the heat off your agents and ingratiate yourself with customers. More likely, though, you’ll also strengthen your brand, improve contact center productivity, empower your agents, and earn lifelong customers.


Share this article:Share on Facebook
Facebook
Tweet about this on Twitter
Twitter
Share on LinkedIn
Linkedin
Email this to someone
email