Archive for the ‘Mobile CRM Solutions’ category

Kellogg’s Special K Box – A Great Place for Customer Service via Text Messaging

November 28th, 2011

I am a big fan of Special K, it is definitely my favorite cereal in the world. I also happen to be a huge fan of white space in design, so while admiring a small box of Special K while enjoying a bowl of it, I noticed all of the various ways they encourage customers to contact them. Honestly, I can’t think of any reason a sane person would be upset with Special K and I applaud Kellogg’s for providing so many ways to contact them, only they’re missing the single most utilized mobile channel: Text messaging. It is user-friendly, immediate, works on 99% of all mobile phones and is the preferred method of communication for all mobile consumers in the U.S.

Kellogg’s Customer Service:
Invite your customers to text you with their questions or comments. You’ll not only get more of them, my bet is that you’ll get more positive comments, not to mention you’ll have the ability to send those mobile users additional information, promotions, mobile web links, etc at the point of consumption without asking them to:

A) Remember to visit your website later.
B) Be placed on hold.
C) Spend time and postage to send you a letter.

If you’re looking for help in getting set up, let us know. Using our technology we can equip your customer service reps to receive and respond to text messages from your customers efficiently. And, as of this posting, the short code 237325 (CEREAL) is available. We can get you set up and running as quickly as possible.

Noel Chandler
CEO, Mosio, Inc.
Interactive. Mobile. Engagement.
www.mosio.com

Text and You Shall Receive – Text Messaging in Customer Relationship Management

November 8th, 2011

Text and You Shall Receive

(Editor’s Note: Today’s post is by Ashley Spade, part of our “Consumer Viewpoint” guest post series about all things mobile)

Could the days of calling a 1-800-HOLD-FOREVER be over?

As a consumer, I’ve probably been on hold for the equivalent of a few months. Months that I could’ve spent exercising, shopping, watching TV or even doing a 5000 piece cloud puzzle.

And, when a person finally comes on the line, I don’t want to be bitter and angry, because the tie-up isn’t their fault. But it’s hard not to be angry at someone.

 The endless frustrations of 1-800 numbers could possibly be left behind, thanks to wonderful world of text messaging. Imagine the ease of sending off a text message to Barry’s Auto Parts asking why the radio they installed won’t leave AM stations. It’s nothing urgent, so you don’t need a reply right away, but you want it fixed without getting on the phone and being on hold for three hours.

Text messaging could be a great alternative to call lines. While call lines may still be needed for more urgent requests, shooting off a text message and going on with your life while you wait for a reply is eons better than being on hold indefinitely.

Three Benefits of Texting


1) More Efficient Order Fulfillment:
Many of the hang-ups in delivery, ordering and customer satisfaction are due to complications with order fulfillment. If Barry’s Auto Repair Garage agrees to replace your radio, you probably think you’re golden. But, the truth is, Barry’s might rely on a third party for order fulfillment, meaning that your replacement radio is not in Barry’s hands.

Having a direct line to order fulfillment, whether it’s through communication with the service or through sending text updates directly to your phone, means that you know where your replacement radio is at all times. If there’s a delay, you know about it immediately, which eliminates a lot of confusion and frustration with Barry down the line.

2) Customer Feedback and Engagement:
It seems that many companies aren’t exactly sure what their customers want. Many brands have started to print codes for online surveys alongside receipts, usually promising 10% off for your troubles. These are great, but usually have to be completed within about ten minutes and redeemed within the next 2 hours. I’m exaggerating a bit, but in reality, those surveys are hard to complete on time. If we could complete a text survey and redeem the coupon directly on our phones, businesses would probably receive more feedback than they know what to do with. I can tell Barry that I received the radio and that my FM stations are coming through loud and clear. And in exchange, maybe I’ll get 15% off my next oil change.

This style of survey collection would make for better products or services, increased customer feedback and engagement, which makes us feel valued and which all leads to what businesses are really after: our loyalty.

3) Increase Customer Loyalty:
Feeling valued by a company instead of mistreated makes all the difference in whether or not we continue to come back. It’s much more expensive for companies to gain new customers than it is for them to keep an old one. Increasing customer loyalty is then in their best interest, and in ours too. I don’t want to sift through 16 auto repair shops and run the risk of being ripped off by Fred’s Greasy Garage. If I know that Barry’s shop does a great job, I’ll keep going back, and I’ll tell all my friends to text Barry when they need work done.

About the Author:
Ashley Spade is a law student in Chicago. When not pulling all-nighters at the library, she spends her time scouring thrift stores for vintage fashion treasures, reading case briefs while on the treadmill at the gym, and volunteering for local animal shelters. Follow the adventures of Ashley and her furry sidekick, Sir Winston Pugsalot the First, on twitter: @ashspade or check out her fashion blog: www.beltsandbangles.com

Instant Gratification: Why Getting Texts from Your Favorite Companies Benefits You (and Why More Businesses Should)

September 14th, 2011

We communicate differently than we did twenty years ago; or even ten years ago.

For 12-17 year olds, texting is the main form of communication; in fact, it’s more popular than face-to-face, phone calls and emails combined. The average American teen sends over 3,000 text messages a month. And, though 25-35 year olds make up a relatively small portion of the population, they are responsible for a large number of text messages sent in the US.

In short, texting is huge.

Many providers of goods and services have caught on to the trend and are now offering free coupons via text messaging services. If the trendy new frozen yogurt shop wants to get the word out, using a text messaging advertisement business may be their best bet.

Our cells are never far away and we check them even if we don’t suspect we’ve missed a call. Why? Maybe because we’re obsessed with our phones.

Consequently, text advertising makes tons of sense. Just as our communication habits have changed due to technology, marketing and advertising must also change to keep up with our latest tendencies. Text message advertising is a timely and effective form of advertising that’s especially suited for a generation that’s constantly on the go. The sooner a consumer hears about a deal, the sooner they can act on it, which drives immediate business and revenue.

How?

Cell phone users send a six-character code to a business, which essentially tells them: “Hey, I love your frozen yogurt. Keep me updated on it!” Once the business receives the code, the sender can later receive alerts, announcements, promotions, links and coupons straight to their mobile device.

Consumers receive information straight to their phones without the hassle of email and computers or standard mail and postage rates. Advertising companies no longer have to spend crazy amounts of money.

The Results

Recent studies show that text advertising reaches a massive audience. Taking advantage of a free coupon via text doesn’t require a smartphone, installation of any apps or even Internet access. The only absolute requirement is a text-enabled phone – pretty much any phone on the market – and a standard text message plan.

Why More Businesses Should Text

Cell phone users value real-time advertisements and are more likely to act on an ad that implies a sense of urgency. You also target a specific audience, so if your business operates in a college town or if you sell products that are geared towards teens, texting is one of the best ways to get their immediate attention and keep them hooked.

Text advertising businesses also offer real-time event coverage. If your business is conducting a conference, fundraiser or gathering, keeping your attendees and outside consumers in the loop can be difficult to do without spending a lot of money. Text message marketing allows you to keep users updated, run a mobile conference website with an itinerary and stay in touch after the event.

This service is especially useful for smaller business that may not have a big budget for advertising. Pricing for these services is considerably cheaper than that of standard advertising methods. You also have the opportunity to reach your direct audience and only send information to people who ask to receive it. Your advertisements, then, will never fall on the wrong people, arrive unwelcomed or go unnoticed. Talk about bang for your buck!

About the Author:
Ashley Spade is a law student in Chicago. When not pulling all-nighters at the library, she spends her time scouring thrift stores for vintage fashion treasures, reading case briefs while on the treadmill at the gym, and volunteering for local animal shelters. Follow the adventures of Ashley and her furry sidekick, Sir Winston Pugsalot the First, on twitter: @ashspade or check out her fashion blog: www.beltsandbangles.com

Should your business have a location services mobile strategy? 83% of your customers won’t care.

May 6th, 2011

You may want to think twice about how much time and energy you spend on your location based services efforts in mobile…for the time being.

In day to day living, for better or worse, it’s easy to forget that “everywhere isn’t like here” (which always makes for a great excuse to travel). San Francisco is a hub to many technology start ups, I love it for that. But in many ways it gives one a foggy view of the way the rest of the world works. If you walk around the city it seems everyone has a smart phone (and specifically an iPhone) and in tangled twist of irony, being in the wireless industry creates even more of a disconnect to what most of the world does on and with their mobile phones.

Nielsen released some new research recently showing that U.S. smart phone app users are concerned with privacy when it comes to location. And why shouldn’t we be? With all of the recent news about cell phones tracking our every movement (whether we know it or not), it’s sort of a scary thought.

Mashable had a post the other day, “Why Mobile Users Aren’t Checking In [INFOGRAPHIC]” got a mixed response here at Mosio HQ. Some of us were surprised to find out only 17% of mobile users “check in” to Foursquare and Facebook Places, the rest of us weren’t surprised at all. Should your business design and implement a mobile technology strategy that doesn’t appeal or apply to 83% of your customers? I suppose it depends on your customers and more specifically on your resources.

Your business should definitely have a mobile presence. Our advice: make sure your efforts are spent on providing access to the most customers possible.

In the end it’s entirely up to you, but this report on the “reality behind the hype” as the infographic suggests is definitely eye opening for any business trying to decide what discounts or promotions they should offer to the 1 out of 5 customers trying to be their “mayor.” Your employees know who your regular customers are, do they need to be shown a digital badge to prove it? I’m certainly not suggesting one way or the other, but the research definitely warrants more consideration when thinking about implementing these types of technologies. If you have the resources and you think it’ll work, it doesn’t hurt to try. If not, there are plenty of other ways to go mobile.

The Competitive Advantages of Mobile Text Messaging: Stats, Facts and Figures

February 9th, 2011

Text Messaging Makes Businesses More Competitive

Clients often ask us about how text messaging provides them with an edge over their competitors. If you know your company needs to be mobile, why use text messaging? Our short answer is “because every phone is text messaging-enabled and nearly every mobile consumer in the U.S. has it as part of their plan.”

We got a lot of great feedback from a blog post we did last year with text messaging and mobile facts and figures, so we put together another list of stats, facts and figures we found. Bottom line, adding text messaging to your business communications, whether it be with customers, employees, independent contractors, etc makes you more competitive.

Adding text messaging opens up a new, easy to use communication channel that helps cut through the clutter, costs and time associated with other forms of communication, like talking on the phone. Plus, it’s the preferred method of communication by most mobile consumers. We’re not saying don’t talk on the phone anymore, but if you have a faster, more efficient, cost-effective way to communicate, we think it warrants serious consideration.

Here are some bits of info for you and if you’re interested in speaking about your communication goals and how text messaging can provide you with a return on your investment, contact Mosio here. If you like texting, simply text ASKMO to 66746 and we’ll get back to you as soon as possible.

The Competitive Advantages of Mobile Text Messaging: Stats, Facts and Figures
“90% Would Rather Use Text Than a Phone Number
- GoIP Global, Inc User Survey, November 2010

…of the 82 percent of consumers who prefer on-device self-service, 35 percent are between the ages of 36 and 50 years old, 38 percent are between 25 and 35, and 27 percent are between 18 and 24.”
- Nuance Communications Mobile Customer Care Study

“44 percent of consumers surveyed said they would rather receive product information and other marketing messages through SMS campaigns than via any other channel.”
- Direct Marketing Association, July 2008

“The average cost of a live-agent service call is approximately $12. An SMS interaction, on the other hand, costs mere pennies per message.”
- ContactBabel Contact Center Analysis Firm

“Interacting with customers via SMS allows the issue to become what RJ Auburn (CTO of Voxeo) refers to as ‘a background problem’ — less of a headache and requiring much less of [company agent's] time. Text messaging also gives agents a context for every inquiry. Unlike an IVR, SMS can move through these more complex inquiries seamlessly.”
- DestinationCRM.com

“94%) have texting included in their phone plan. This makes texting by far the most popular feature of US consumer mobile phone plans. Other popular features include email (80%) and mobile web (78%).”
- New study from IHL Group and RetailConnections.

Texting Is an Underutilized Customer Engagement Tool

- Article by 1to1 Media, Insight and Best Practices from the Customer Strategy Experts