The following is a guest blog written by Lauren Kindzierski, VP of Solutions & Capabilities | Global Growth Strategy & Marketing Team, at Hinduja Global Solutions. Learn more about HGS by visiting their website.
Your customers are texting. Do you know how many are already texting to your company toll free line? At our March 23 webinar, How to Launch Text Message Customer Service, we provided some key insights into how to provide this customer service channel to meet, and exceed, the raised bar on today’s CX expectations.
– For our poll regarding “What is the status of your brand launching text as a customer service channel,” we noted that 64% are thinking about launching text as a service channel.
– The second poll, “How are you currently using text for your customer service?” revealed that 79% of respondents are considering options. A total of 15% of attendees are using one-way notification and alerts, while 3% are using two-way text to interact with customers and resolve issues, and 3% are using both.
According to our webinar attendees, a good sampling of companies across verticals, today’s businesses are increasingly turning to text as a channel to reduce customer effort and meet the demand for optimized CX. Here are some of the questions brand leaders from across North America had regarding launching a text solution:
Q1: What should the average response time for text be?
A: When a customer is texting a business, they are definitely going to want a response within seconds, if not faster. When texting friends and family, the average response time for a text message is 90 seconds. Therefore 90 seconds is a really good starting point, because that’s what consumers have come to expect.
Q2: If a customer is in the CRM and is marked as “opted-out,” can a rep still text the customer? Is there anything that stops the rep from texting an opted-out customer?
A: In our system, if a customer has opted-out, the rep cannot text the customer. The customer would have to re opt-in through the legal disclosure process. Continue reading