Text messaging for call centers: No more putting customers on hold

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It’s a real challenge for call centers to increase revenue and decrease costs without forfeiting the quality of customer support offered. As you can imagine, most call centers require significant technical and financial resources to remain competitive.

That’s why SMS texting software is a solution to add to your call center’s arsenal. You might be surprised by the following fact: customers are actually eager to text with customer care representatives. Most of the time, they have simple requests that require simple solutions.

So, the idea of waiting more than fifteen minutes on the phone to solve a five-minute issue is very frustrating to them. Let’s consider implementing text messaging solutions, or at least text-enabling your existing phone systems.

What is call center text messaging?

Call center text messaging is a communication tool that enables call centers to interact with customers via SMS (Short Message Service) or text messages. 

This enhances customer service by offering a convenient, real-time communication channel that complements or even replaces traditional phone calls for simple queries and support issues.

Key benefits of texting for call centers

Text messaging tools may seem counterintuitive for call centers, but they actually make a lot of sense. Let’s take a closer look at the main benefits:

• Save time. SMS customer service saves time because it allows you to use clear and concise automated responses and text message templates.
• Increase productivity. Customer care representatives will be more productive now that they don’t have to listen to clients complaining on the phone every ten minutes.
• Ensure customer satisfaction. Research reveals that most cell phone users prefer texting over calling. Therefore, providing assistance via this medium will ensure their satisfaction.
• Leverage existing investments. Contact centers have expensive and complicated infrastructures. Implementing SMS solutions will help you leverage existing investments.
• Reduce stress levels. With text message solutions for call centers, you can transform a noisy, stressful environment into an oasis of delicate keystrokes.

Text messaging strategies for call centers

Here are some of the strategies call centers use to optimize the use of SMS for customer support and engagement.

Mass SMS campaigns

• Purpose: Reach a large number of customers quickly with important updates, promotional offers, or urgent notifications.
• Content: Clear, concise messages that are relevant and valuable to the customer, often including promotional codes, service updates, or reminders.
• Scheduling: Timed strategically to align with customer behavior patterns and peak engagement times, ensuring messages are sent during hours when customers are most likely to read them.

Issue and complaint management

• Ticket system integration: Automatically create and update support tickets within the CRM system based on SMS interactions to ensure seamless tracking and resolution of customer issues.
• Status updates: Send real-time notifications to customers about the progress of their complaints or issues, keeping them informed and reducing the need for follow-up calls.
• Follow-up link: Include a link in the SMS for customers to easily provide additional information or feedback, streamlining the resolution process and enhancing customer satisfaction.

Appointment reminders

• Purpose: Reduce no-show rates and ensure customers are aware of their upcoming appointments.
• Details: Send personalized messages with appointment details, such as date, time, and location, along with any necessary instructions or preparation tips.
• Scheduling: Send reminders at strategic intervals before the appointment, such as a week, a day, and an hour before the scheduled time.

Handling overflow

• Unavailable service notification: Inform customers promptly when services are temporarily unavailable or experiencing high demand, setting realistic expectations for response times.
• Alternative contacts: Provide customers with alternative contact methods, such as email or self-service portals, to ensure they can still receive support even during peak times or outages.

How can call centers use bulk SMS messaging software?

Mobile devices have become indispensable tools of the twenty-first century Studies show that two-way text messaging systems offer a more direct and expedient means of contacting call centers. Here are five ways in which you can use text messaging software:

• Add automated text response. Allowing customers to text your call center is a huge leap forward. You can respond instantly using the “Incoming Messages Automation“ feature and call customers back as soon as it’s their turn.
• Offer SMS long codes. Text message long codes can be used to send automatic responses to client inquiries. They will transform the way your business interacts with customers. Different keywords can prompt automated messages with help or references to additional resources.
• Conduct customer satisfaction surveys. By sending bulk texts, you can reach thousands of customers in a matter of minutes. Add a link in your text, and invite customers to fill out your survey.
• Pivot customer care calls to SMS. You can transfer the dialogue with a customer from voice to text. Customers may prefer the latter because it offers a less obtrusive and more concise communication alternative. Switching to texting can help you improve customer satisfaction, which is your department’s ultimate goal.
• Two-way conversations. The SMS chat feature will make it easier for your customer support team to deal with queries and support issues. We strongly recommend that you create SMS templates for automated replies.
• Send proactive updates. These ensure that customers are always informed about important changes, upcoming events, or relevant information without needing to reach out first. Creating SMS templates for automated replies helps streamline these updates and ensure timely, consistent communication.

SMS best practices for call centers

Text messaging allows customer care reps to notify customers of changes, reaffirm agreements, shorten calls, and exceed expectations. Here are several best practices that you should respect:

• Follow up important calls with text feedback forms or text confirmations.
• Encourage customers to seek customer support via SMS before contacting your call center. Resort to voice chat only if the problem cannot be solved through texting.
• Research your customers to discover the most commonly used words and frequently asked questions. Use these keywords to create rules for automatically processing incoming texts.
• Add short links with additional tips to help your customers.
• Time your outbound texts perfectly to eliminate hang-ups and long lines.
• Always obtain explicit consent from customers before sending SMS messages to comply with regulations and build trust.
• Provide a clear and easy way for customers to opt out of receiving SMS messages to respect their preferences and comply with legal requirements.
• Ensure your SMS communication integrates seamlessly with other customer service channels, such as email, phone, and live chat, for a cohesive support experience.
• Protect customer data by adhering to privacy laws and implementing strong security measures to prevent unauthorized access and data breaches.

Case Study Example: Seneca County Administrative Specialists

Seneca County Administrative Specialists provides administrative support to medium-sized businesses. The company has an in-house design team and CRM specialist.

The start-up chose Textmagic because it seemed like the most reliable and cost-effective solution. Our software has enabled Seneca County Administrative to communicate with clients effectively. It’s customer care representatives reply using the Textmagic desktop software. All records are stored for later use.

Read the full case study: Seneca County Administrative Specialists

Useful SMS templates for call centers

Note: Many of these text message templates should be designed as auto-responders to certain keywords.

1. Wait time

We are sorry. All of our customer care representatives are busy. The wait time is currently [Time]. How can we help you? Reply to this text with a brief description of your problem.

Send now

Copy text

2. Line up

Thank you for choosing [Company]. Our customer care representatives will be in touch as soon as possible. You are no.[X] in line. The average wait time is [Y] minutes.

Send now

Copy text

3. Hours of operation

Our stores are open Monday through Friday from 7 a.m. to 6 p.m. & Saturday from 10 a.m. to 4 p.m. Our customer care representatives are available 24/7. [Company name]

Send now

Copy text

4. Call center unavailable

Thank you for contacting [Company]! Our customer care representatives are currently unavailable. Please call back Monday through Friday between 7 a.m. and 6 p.m. or reply to this text for SMS support.

Send now

Copy text

5. Satisfaction survey

Please rate your latest conversation with our customer care representative on a scale of 1 (extremely dissatisfied) to 10 (extremely satisfied). Thank you for helping improve our services.[Company name]

Send now

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6. Confirmations for agreements made via phone

As agreed in the conversation with our customer care rep on [Date], your account will be upgraded to premium. Please reply to this text message to confirm the change. Best, [Company name].

Send now

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7. Appointment reminder

Hi [First Name], this is a reminder for your appointment on [Date] at [Time] with [Company Name]. Please reply CONFIRM to confirm or call us to reschedule.

Send now

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8. Payment due reminder

Dear [First Name], your payment of [Amount] is due on [Date]. Please ensure timely payment to avoid any penalties. Thank you, [Company Name].

Send now

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9. Service outage notification

Hello [First Name], we regret to inform you of a service outage affecting your area on [Date] from [Time]. We apologize for the inconvenience. [Company Name]

Send now

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10. Feedback request post-interaction

Hi [First Name], thank you for contacting [Company Name]. We value your feedback. Please reply with your thoughts or fill out our survey here: [Link].

Send now

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11. Update customer information

Dear [First Name], please update your customer information at [Company Name] by clicking on the following link: [Link]. Thank you!

Send now

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12. Cancellation confirmation

Hello [First Name], your appointment/service scheduled for [Date] at [Time] with [Company Name] has been successfully canceled. Please contact us for further assistance.

Send now

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13. Welcome message for new customers

Welcome [First Name] to [Company Name]! We’re excited to have you with us. Let us know if you need any assistance. Thank you for choosing us!

Send now

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14. Annual subscription renewal reminder

Hi [First Name], your annual subscription with [Company Name] is due for renewal on [Date]. Please ensure timely renewal to continue enjoying our services.

Send now

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15. Policy update notification

Dear [First Name], we’ve updated our policies effective [Date]. Please review the changes at [Link]. Thank you for being with [Company Name].

Send now

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Conclusion

Integrating the right texting tools into call center operations can significantly enhance customer service and operational efficiency. Text messages work for proactive updates, appointment reminders, payment due notices, and much more, making it easy for call centers to provide timely and convenient communication that meets the needs of modern customers. 

Start leveraging the power of SMS to deliver exceptional support and engagement.

Are you ready to implement SMS solutions in your call center? We’d love to hear from you!