Text Messaging News: Solving the customer service gap through mobile innovation, Texting Becomes a Health Tool in Kenya, Schools turn to smart phone apps in bid to identify bullies and help victims

Text Messaging Tip Program Launches in Monmouth County

Mobile-enabled payment systems improve services revenue collection

Currently shaking an expensive smartphone in the air does nothing other than provide a friend for the shiny watch that may be sitting on your wrist, however many businesses are looking in to making a show of your smartphone even more meaningful. By using NFC, or near field communications, businesses like the water utility company in this article will be able to receive payments through a simple physical exchange from a smartphone. There are a lot of issues to deal with before making this a safe system, but mobile payment could become  debit and credit cards of the future.

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Texting Becomes a Health Tool in Kenya

Thanks to mobile phones, and in particular inexpensive text messaging, those living in Kenya and other parts of Africa can now communicate quickly with one another. This becomes a very important tool for many reasons, but the most emerging use for texting involves health. By sending messages back and forth, Kenyans can keep an eye on one another’s health and make sure they are doing the best they can to stay healthy.

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Monmouth County Sheriff’s Office launches text messaging tip line

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Solving the customer service gap through mobile innovation

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Schools turn to smart phone apps in bid to identify bullies and help victims

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Compiled by Mosio mobile messaging software. All copyright belongs to original owners.

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Hospitality News Byte: New plan to pay hotel bills through the phone, The ‘Smart’ Trend in Hotels, A tablet for everything

A tablet for everything.

New plan to pay hotel bills through the phone

To help promote a cashless Kenya, hotels are planning to introduce a new system to allow hotel stayers to pay the hotel bills straight from their phone. This will help customers to enjoy the benefits of the hotel without forcing them to have cash in their pockets and will also help with fraud issues involving cash. Kenya has been chosen as a start point thanks to the countries quick adaption to new technologies, but plans have been made to move it out of Kenya and into other parts of Africa as well.

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Opportunities for the Hospitality Industry in Cloud Computing

By allowing hotels to share the cloud with one another, hotels will be able to do many things to help tighten their business practice when it comes to any computing involved within the hotel. By using the cloud, hotels will be able to make information accessible and allow for less costs spent on hardware because information can be accessed when needed from the cloud on any device. It will also allow for stronger, more tightened security helping to improve the safety of the business and the hotel’s employees.

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Hotel Revenues Soar over 35% with the Introduction of Hotel Revenue Management and Sales Distribution Channel Manager

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The ‘Smart’ Trend in Hotels

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A Revenue for everything

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Compiled by Mosio mobile messaging software. All copyright belongs to original owners.

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Hospitality News: Revolutionary In-Room Tech, Software For Hotel Industry, The long wait is over

Revolutionary In-Room Tech

Software For Hotel Industry

Running a hotel can be a lucrative business, but managing customers and keeping on track of the state of your hotel can be a hard challenge to maser. Luckily, there is software out there that can help your life as a hotel manager a little easier. It will still take effort and practice, but with the help of some easily available software, your job as a hotel manager will be a lot less stressful, and even experienced hotel managers could probably agree that using software to help run your business can keep you afloat.

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The long wait is over

Asking for the stranger in front of you at your local post office, airport, train station or theme park to hold your place in the queue isn’t exactly a sure-fire way to reserve a spot whilst you’re out doing other things, so until we have an alternative, waiting in-line may be the only option. It may not be long till we do have an alternative though- a software company has developed a system that can allow people to reserve a spot in queue by sending a text message to the place they need to queue at. In essence, you’ll still be waiting in a queue, but in a virtual world, instead of in a physical space.

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Revolutionary In-Room Tech

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Features of Cloud Based Central reservation system for hotels

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Technology Plus Hospitality Equals a New Era in Hotels

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Compiled by Mosio mobile messaging software. All copyright belongs to original owners.

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Hospitality News: More Hotels Embrace Free Wi-Fi in Lobbies, Speedy Check-In Lets Hotel Guests Bypass Front Desk, Make it Easy for Your Customers Holding the Phone

More Hotels Embrace Free Wi-Fi in Lobbies

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Four Seasons Uses Mobile App to Bridge Communication Gap Between Guests and Staff

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Mobile Engagement: Make it Easy for Your Customers Holding the Phone

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Your Customers Are Texting, Why Aren’t You? 7 Ways Small Businesses Can Use Text Messaging to Drive Results

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Speedy Check-In Lets Hotel Guests Bypass Front Desk

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Compiled by Mosio mobile messaging software. All copyright belongs to original owners.

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Mobile Health News: Hospital embraces mobile technology to boost services, Text Messages May Be A Vital Diagnostic Tool For Stroke Victims, Modern medicine goes mobile

Text Messages May Be A Vital Diagnostic Tool For Stroke Victims

Hospital embraces mobile technology to boost services

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Mobile technology improves health care in Eastern Iowa

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Putting the ‘smart’ in smartphones: Hospitals see many benefits in new platforms

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Text Messages May Be A Vital Diagnostic Tool For Stroke Victims

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Modern medicine goes mobile

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Compiled by Mosio mobile messaging software. All copyright belongs to original owners.

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Texting News: Texting preferences for mHealth, Text Messaging to Improve Teen Health, Payments by text message service

Texting preferences for mHealth are just another thing teenagers are picky about

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Text Messaging to Improve Teen Health

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New text message based customer loyalty reward program

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Payments by text message service to launch in UK in spring 2014

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Customer’s text message stops robbery attempt

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Compiled by Mosio mobile messaging software. All copyright belongs to original owners.

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Dining and Restaurant Reservations Trends [INFOGRAPHIC]

Dining and Restaurant Reservations Trends [INFOGRAPHIC]

This infographic from OpenTable has some great info about dining and restaurant reservations. Since its original creation, a new trend in restaurant reservations is popping up: text messaging. Various services are using the most popular channel on mobile phones to help guests reserve tables and to get notified when their tables are ready instead of using pagers or yelling (which is still used by more establishments than you’d think). In fact, text messaging is being used more and more for hospitality and guest services, with hotels, resorts and spas realizing the value of being able to communicate with guests on the device they never leave home without.

Restaurant owners and managers benefit from text messaging because it is cost-effective, available on almost 100% of mobile phones and enables they to send offers, promotions or collect customer feedback via text message surveys. With more guests becoming more mobile and depending on their mobile text messaging for quick communications, we see it as more than a trend, but a new method of communication that will continue as mobile consumers use messaging more than voice communications in the future.

A few fun facts from the infographic:

  • Italian is the most popular cuisine in all major metro cities except Washington DC, where it is American (go figure).
  • 30% of reservations made on OpenTable are typically booked while the restaurant is closed (really impressive).
  • 7pm is the most popular reservation time (eat earlier or later and avoid the crowds!)

Get a quote for text messaging solutions for guest services.

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Integrating Text Messaging with Customer Service [INFOGRAPHIC]

Integrating Text Messaging with Customer Service

We present to you a great infographic, titled “Taking it to the Text Level” – We agree with literally everything on this infographic and the wonderful stats in it, created by Demandforce and Column Five. Most consumers these days are texting with friends, family and work. More companies and organizations are realizing that it’s not a passing fad, but a great way to communicate quickly, both ways, with their customers, members and employees. There are various ways to integrate text messaging with your customer service channels. We advise you to discuss your options with companies who specialize in text messaging software and solutions to provide you with the best options for your budget and use cases.

Businesses taking advantage of text messaging benefit from cost savings in operations, more access to customers on the go and can take advantage of many mobile users quick access to the mobile web for promotions, coupons and additional information to help customers become fans.

Some of the key takeaways from the infographic:

  • 73% of American mobile phone owners are regular texters.
  • 66% suffer from “nomophobia”, being without your cell phone.
  • 33% of mobile phone users prefer a text message over a voice call.

There are more, below and if you’re looking for ways of integrating text messaging with your customer service or feedback channels, let us know.

7 Methods Hotels Can Implement to Improve Guest Satisfaction Using Mobile Text Messaging | Hospitality Solutions

text-messaging-facts-figures-graph-upward

7 Methods Hotels Can Implement to Improve Guest Satisfaction Using Mobile Text Messaging

As a hotel manager, you’ve built your entire business on your willingness to serve others. So why not communicate with your customers using the technology they prefer most? Many mobile users see a phone call as a bother and intrusion. On the other hand, most customers prefer communicating via text message because it is convenient and simple. It’s how they communicate with their friends, family and co-workers. When you use mobile text messaging to connect with your guests, you can improve your guest services in seven key ways.

1. Give guests a real-time voice and improve your reputation as an above and beyond customer-centric hotel by allowing your customers to send their concerns and questions to the concierge or guest services via text and get a reply.

2. Increase bookings at on-location spas and restaurants by allowing guests to text reservations.

3. Reduce the number of no-shows by sending reminder texts about appointments and reservations.

4. Be a mobile information resource for local flavor. Send a text message to alert guests about shows, attractions and experiences in areas around the city.

5. Increase a feeling of safety and security among guests. Use a text message to alert guests in case of an emergency. Guests will prefer your hotel because of the additional security.

6. Improve customer service by texting guests when their tables or rooms are ready, room service has arrived, or rooms have been cleaned. Allow customers to respond with questions about check-in or to let you know if they will be running late.

7. Send current and previous guests special offers, and allow them to respond to the text with a booking or reservation.

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

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

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

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

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.”

It’s 2017 and while many of the original statistics posted below pale in comparison to the data of today (we’re due for a new post), we’re constantly surprised at how new the SMS channel still is in many industries. We now get asked more about statistics and research showing the text message and mobile usage of older demographics.

We got a lot of great feedback from a blog post we did awhile back 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.

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

There you go, enough stats to shake a phone at. If you’re looking for text messaging solutions like live voting, live polls, or SMS surveys, contact us. We’re happy to help.

How much does it cost to develop an iPhone apps? Hint: It’s more than most people think.

“It only takes 5 1/2 hours to drive from San Francisco to Los Angeles.” I can’t even count the number of times I’ve heard people say this and I believe I even said it once myself. “Well, without traffic or cops and with minimal stops.” Huh? When is there no traffic in San Francisco or Los Angeles? The truth is, it really depends on where in LA you’re going, but I’d argue most destinations are beyond the 5.5 hour mark.

I was reminded of this SF > LA drive-time claim when a colleague sent me a stack overflow thread today entitled “How much does it cost to develop iPhone applications?” It’s worth taking a look at, most interesting is an answer suggesting around $10,000 ($50/hr for a Developer and $50/hr for a Graphic Designer x 200 total hours), which the stack overflow community quickly jumped on, providing insight and information to back up a more realistic $50k-100k (and some say $200k) price tag.

At Mosio, naturally we get asked about mobile applications from clients all the time. I love my MacBook Pro, iPhone and iPad, but Apple has spent plenty of money in advertising to convince us all that “There’s an App for That.” They even spent money trademarking the phrase and that’s fine, they benefit by doing so. The craziest thing about the mobile apps hype is that it caters to less than 1/3 of the mobile subscriber market. Consider recent research about Mobile Content Usage for the month of July 2010 in the image below from Wireless Week:

Among all U.S. mobile subscribers ages 13+:
31.4% Used a Downloaded App
33.6% Used a [Mobile] Browser
66% Sent a text message to another phone

Why, then, do people think it’s so inexpensive to develop iPhone apps?
I’m not exactly sure, but my guess is that it’s a combination of people wanting to believe it costs less (much like we don’t want to believe it actually takes 6.5-7 hours to drive to LA) combined with the misinformation from people selling shoddy development services or app workarounds trying to capitalize on the hype. And before those of you developing “affordable” iPhone applications start flaming me in the comments, consider the fact that by saying it’s inexpensive and cheap, you’re essentially selling yourselves short, commoditizing your expertise. The misinformation hurts your skills and service.

And for those who claim a drive from San Francisco to LA is 5 1/2 hours? They’re simply remembering it better than it truly is, or convincing themselves that it’s quicker than it really is. It’s more beneficial psychologically to believe it, but it doesn’t make it the truth in practice.

Text Messaging is Used by Consumers Twice as Much as Mobile Apps