Over the past decade, email, social media and instant messaging technologies have ushered in a new method of communication. As with most declining technologies, the exodus from voice communication has been led by millennials and younger generations looking for instant attention and gratification. Text based interactions are fast, responsive and can be utilized consistently across platforms. Whether in the form of an email, direct message, live chat or an SMS, text communication is quickly becoming the go-to choice for customers to conveniently engage with brands. While we at Call Criteria value the personal touch of voice, video & face-to-face interactions, we’re constantly making the most of text based exchanges that can more easily span time zones and facilitate instant connections. Here are just some of the main advantages of using text-based interactions over the more traditional voice-based option;
- More cost effective and efficient
- Improved brand advocacy
- Customers get service “on the go”
- Customers have more freedom
- Easily review communication transcripts
Now that you know WHY to capitalize on the benefits that accompany text based interactions, here’s HOW to put it to good use;1. Establish a digital use leader The majority of customers are already registered and actively using digital channels to contact and connect with companies. To strengthen text-based interactions with your customers, consider hiring a digital leader who promotes frequent use of text-based mediums and has experience doing so. Your digital leader will engage with your customers through social media, email marketing campaigns, and online forums to bring them back to the website where you can establish meaningful engagement points. 2. Empower your customers with information Consider targeted marketing to drive awareness of text-based avenues your customers can use to reach you. Create landing pages with live chat and direct messaging options or social media campaigns encouraging customer involvement and brand awareness. 3. Be consistent and reliable It is vital that your messages flow with each other across platforms, and that your overall mission as a company is expressed consistently and clearly to your customers. Keep it organic and authentic, and avoid copy and paste tactics and fill in the blank responses whenever a personalized interaction can be used in their place.