SMS-Magic Team | Mar 19, 2020
When most customer experiences and satisfaction are declining, an automated message solution can dramatically improve how you interact with your customers. Research shows 59% of customers say that they have higher expectations for customer support than they had a year ago. And did you know that $75 billion is lost by businesses annually due to poor customer service?
Customers want better. Automated message systems help many companies improve customer experiences. Even better, if you increase your customer retention rates by just 5%, profit increases anywhere from 25% to 95%.
We’ve all had an experience sitting on the phone while an Interactive Voice Response (IVR) moves us through a long list of questions and responses, putting us on hold, and finally moving us to a service rep who reads a script that has nothing to do with the actual problem we’re experiencing. Then when you finally manage to give them your info they aren’t able to help. It’s frustrating and time consuming.
The problem of declining customer satisfaction is evident. By using automated messaging, your reps will handle 10:1 the volume they were doing previously and create improved customer experiences, from the IVR all the way to surveys after a closed conversation.
This acts like an IVR but uses text messaging. It’s simpler, allowing people to quickly respond in a preferred channel (no more listening on the phone forever, caught in loops etc). With IMR your customers can quickly respond and stay in your queue – as you dramatically shorten time in queues.
The number one complaint from customers is listening to scripts from agents who don’t understand their problem and who don’t have the skills to resolve said problem.
Only 1 out of 26 unhappy customers will make a complaint to the company about their experience. The other 25 churn and look for another vendor. People don’t want to respond to long surveys. Especially when they’re upset.
Powerful analytics can track the effectiveness of messaging in real time, so that you can tune your process, understand where resolutions are effective and where they aren’t- all to improve your customer experience driving customer retention and revenue growth.
With an automated message system, you’ll create better customer experiences leading to higher retention rates and improved customer satisfaction.
Your customers will appreciate the thoughtful responses and conversations they receive from your company. And, you’ll close more business while creating a sustainable competitive advantage that keeps customers coming back for more.
Want to see how SMS-Magic Converse helps clients achieve all of this with text messaging? Reach out and we’d be happy to give you a personal tour and share examples from our clients!
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