2) Multiple Streamlined Conversations at Once
Each person in your organization has the ability to answer just one phone call at once. Depending on the size of your organization, and the amount of customer interaction you’ll get, this may not be viable for you. With two-way text messaging, each staffer can engage in multiple text conversations at once, and they’ll be able to reply to new conversations while the first users take time to reply back.
1) Quick Response Times
Did you know that 90% of text messages are read within 10 minutes? And if you send a message that falls into that 10%, you’ll be happy to know that on average, people will look at their phones 150 times a day. Text messages to be replied to in real-time or from auto-responders and they’re cost effective. Because of these reasons, difference between the response time of emails or phone calls and text messages is phenomenal.
4) Make Things Easier for Your Users and Staff
Communication through phone calls can be time consuming, costly and an inefficient way to share electronic data. Users have to write down any information they need, and in the heat of the moment they could easily get information wrong, ask for it to be repeated and grow frustrated. Phone calls have their place, but in many communications all that is required is short, quick information, making text messaging the perfect medium to reach those on-the-move.
5) Provide Great Service and Support
No matter what service you provide, good communication with users is incredibly important. Great service will determine whether users feel comfortable to come back to you again, and this can be difficult to achieve with phone calls or email. If you have multiple users trying to access your line, waiting times may turn users around, something that can be easily fixed with text messaging. Email can be used to reply quickly to users, but without having an obvious notification, users may not notice they have a reply to the email they’ve sent and the reply times between you and your customer could be hours or even days. With text messaging, you’ll be able to provide a much better experience for your users and hopefully it’ll be one they would be happy to come back to.
“In U.S., SMS Text Messaging Tops Mobile Phone Calling”.
An individual who is at work and wants to communicate with a friend may find writing an email or sending a text message more convenient than making a phone call to schedule a meeting.