Customer Service Agents can become overwhelmed with calls, causing them to rush and often lack that personal touch. What that means for clients is that they will be queued, put on hold and they aren’t going to feel like they are being properly attended to. Texting changes that. Agents are able to handle multiple conversations at a time without the immediacy and urgency of juggling phone calls. They can craft their message to clients and ensure that what they are texting is relevant and personal.
New research discovered that poor customer service is now costing businesses more than $75 billion per year. 97% of global consumers say that customer service is important in their choice of and loyalty to a brand.
“68% of customers would rather receive a text than wait on hold”