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.
Panel Discussion: Will Technology Kill the Call Center?
Research firm Software Advice recently conducted a live debate on Google+ called, “Will Technology Kill the Call Center?”
Experts from several technology and call center organizations fielded questions about contact channel utilization, technology and the impact of these factors on the future call center. The responded to queries from the audience via comments in the news feed.
The panel also answered four scripted questions including:
• How have you seen consumer contact channel utilization change?
• What role has technology played in this shift?
• How do you see technology impacting the way customers contact a company in the future?
• Will technology eventually render call centers irrelevant?
Here are several takeaways from their responses.
Leverage Contact Channels Together
Consumers are adopting newer contact channels, such as mobile text message, virtual agents and self service, faster and more often than ever before.
Etech Senior Vice President of Global Development Jim Iyoob said, for exampe, that his contact center clients have seen virtual agent traffic rise to as high as 30 percent of interactions. That’s up from zero just a few years ago.
This doesn’t mean customers are choosing these new channels instead of voice. Rather, they are using mobile, self service, FAQs and other channels in addition to the telephone; and vice versa. Companies use mobile text messaging – like that offered by Mosio – to send reminders, offers and other communications.
In response, companies need to do more than just make these channels available. They should leverage each to better serve the customer. This improves efficiency and customer satisfaction.
Respond to Customer Contact Channel Choice
“Technology can finally deliver on the promises from five or six years ago. … This has revolutionized the self service industry. Folks that are clinging to old methods of interaction are doing so at their peril,” one of the debate speakers, Mike Hennessy, said during the event. He serves as the Vice President of Marketing for IntelliResponse.
He says technology for new contact channels has leveled the playing field for user experience. The customer is empowered to choose the communication channel they want, when they want. It’s up to the company to determine which channels are most important to its customers and invest in those technologies.
Drumbi founder and CEO Shervin Talieh said companies should consider that the majority of customer contact will soon come from a smartphone or tablet. Companies should make sure to include a mobile customer service plan. This can include things like anticipatory text messages – send a reminder when a prescription refill is ready. Or a library operator might automatically notify a borrower if their book is due at the library.
Ready Your Call Center Agents for Change
The concept of a call center comprising phone agents has evolved into a contact center comprising ”command teams” who manage customer interactions through multiple channels. That’s because today’s consumer demands instant gratification, and the reborn center is expected to support those demands, whether they come through mobile, Twitter, live chat or a phone call.
This will continue to affect expectations from contact centers and their agents. Agents will need to be more skilled and technically savvy.
“At the end of the day it’s the agent behind the technology that’s going to make the difference. While technology will enable agents to be better, faster, more efficient. It will not replace the contact center,” Iyoob said.
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.
5 Ways Hotels Can Use Text Messaging to Increase Revenue
It is no secret that text messaging is fast and efficient, making it the preferred method of communication for people to interact with friends, family and work. Now, hotels can adopt this service as one of many hospitality solutions to communicate with guests to ultimately increase revenue. These hospitality solutions keep current guests happy and attract new ones. Here are 5 ways hotels can use text messaging to increase revenue while enabling guests to utilize the mobile channel they prefer most.
1. Reservation Reminders
Many guests make spa, restaurant, or other reservations in advance of their stay at the hotel. Many times, they forget about the reservation or show up late. Text messages can alert guests of their reservations so they show up and on time. The reminders are also a great opportunity to encourage them to see if anyone else they are with is interested in joining them.
2. Keep Guests Onsite
Text messaging is the best type of hotel software technology to communicate activities, restaurant deals, events, and more going on in the hotel. This will help keep guests at the hotel and spending more time and money there.
3. Make Reservations Easy
A text messaging system that allows guests to request reservations for the spa or restaurant without having to be put on hold is a guaranteed win. Whether staying at your hotel on business or vacation, no one wants to wait on hold. Text messaging speeds up the process, making it easier for guests and giving them more time to do what they need to do, whether it be work or relaxing.
4. Direct Line to Concierge
Rather than having to wait in line, guests can communicate directly with the concierge, giving them access to amazing service from wherever they are. Happy guests become regulars and the Concierge is one of the most important “keys” to feeling their way around the city while they are visiting.
5. Fill Restaurant Tables
Although a hotel may have a great restaurant on the property that serves great food, it may still underperform. Hotels can alert guests about special deals and discounts for their restaurant. This will increase the number of people who frequent the restaurant instead of leaving the hotel or getting delivery from an outside vendor.
To find out about Mosio’s text messaging solutions for hotels can help you increase revenue at your hotel, call our Hospitality Specialist (Marie) at 877.677.4699 Ext. 704 or email marie((at))mosio((dot))com