7 Reasons to Add Text Messaging to your Helpline or Hotline System
Text messaging is the most preferred communication channel mobile phones. Most customers would prefer to communicate with businesses via texting than phone calls. In fact, many of our hotline or helpline clients contact us because they started noticing a decline in the number of phone calls they were getting, especially among younger demographics. They’re not calling each other, so chances are they may not be interested in calling your hotline or helpline either. Here are 7 reasons to add text messaging to your hotline system, helpline, or support center…
1. People are texting more than they are talking on the phone.
The number one reason why you should consider using text messaging is simple: People are texting more on their phone now more than ever. In fact, a study has found that roughly 80 percent of the North American population uses text messaging. Given this astonishing statistic, using texting as an excellent support software just makes sense.
2. Users can text anonymously.
Not everyone of your clients, patrons, or members feels comfortable with contacting you. Knowing they can do so anonymously makes them feel better about contacting you in the first place, which makes a huge difference in starting that conversation and developing the relationship. Thankfully, some text messaging software can receive input from participants without anyone ever knowing their name or mobile phone number.
3. Patrons can text their questions and concerns in discreetly (not talking).
Some people may think twice about calling a hotline because they don’t want neighbors, loved ones, roommates, or coworkers to overhear the conversation. With great text messaging support software, people can “voice” their questions and concerns more discreetly (without using their voice!) on a hotline system.
4. Enable moderators to handle multiple communications at once.
Because texting has a time shifting element, hotline agents can manage multiple texting “conversations” at once.
Text messaging is not only beneficial to patrons alone. Moderators like hotline agents will enjoy this product too on a hotline system. Interactive text messaging software can enable moderators to help multiple users at one time without sacrificing communication quality. As a result, moderators will be able to use their time more efficiently by not talking as much. Further, with FAQ templates, a moderator can have quicker access to responses, enabling them to improve their response efficiencies.
5. Accept mobile photos and emojis to help users better express how they need assistance.
According to much research, roughly 92 percent of online users choose emojis when engaging in a chat. In order to ensure that your audience can add some creativity and flair to their messages, emojis are an extremely powerful communication tool, so make sure you use software that is emoji-enabled!
6. Export and analyze data from the text message communications.
This data can be used to look at the content of the messages to figure out how to better improve your service and train staff.
Make sure to find software supporting text message surveys for data collection. After the surveys have been completed, you’ll be able to export the responses for effective data collection.
The data can then be used in many ways. For example, you can review the content to greatly enhance your service and train your employees.
7. Send post-experience surveys to gather feedback and improve your service.
When you use text messaging through the proper solution, you can easily send out surveys through text message. By doing so, participants will have the opportunity to share their opinions of what will make the service better and more effective. In the thank you message of the survey (after they’ve completed it), you can encourage your patrons to promote your service to any friends or family members who may find it useful.
Due to the many benefits, it’s clear text messaging can transform the way you interact with your hotline service clients and collect important feedback from them on how to improve your service.
For more information on how Mosio Q&A can help you offer innovative and effective text messaging solutions in your hotline or helpline, visit https://www.mosio.com/qnaplans to view pricing and sign up for a free, 14 day trial.