In the last few years, many businesses have turned to SMS software to more effectively communicate with customers. This comes as no surprise as 97% of text messages are opened within the first 5 minutes of being sent. In fact, Americans ages 18-29 (Millennials), send and receive roughly 4,000 text messages each month. And, while the frequency of text messages sent/received declines as the average age increases, those 65 and older still favor text to voice. That gives businesses that adopt an SMS software a leg up in the customer communication department.
We’ve put together a few signs that your business should begin offering text messaging as a customer communication channel.
1. Your Business is a Service Brand
Adopting an SMS software platform can become a crucial component for service-related brands. In a service industry, inefficiencies can quickly arise from phone calls, for example, regarding questions about an appointment or basic service updates. In fact, it takes an average of 23 minutes to get back and focused on a task after being interrupted. The Wall Street Journal has also reported research stating that frequent interruptions can increase employee exhaustion rates by 9%.
To chalk this up, service-related brands can benefit from shifting time-consuming phone calls regarding appointments or service updates to text messages. In addition, many customers prefer text over voice, and will opt to receive their answers each time by sending your business a text.
2. Your Business Has a Physical Location
If you have a business with a physical location, you’ve surely received numerous calls regarding your office location and hours of operation. One easy way to decrease these types of calls is to set up a Google+ business page. For those that have already set up a Google+ page and still get phone calls, text message may be your next best option. An effective SMS software platform will allow your business to quickly respond to office location and hour inquiries, decreasing the amount of time your employees spend on the phone and increasing employee productivity. Many SMS software platforms like Podium Connect, allow you to create canned responses that can service as response templates. For example, if your business receives a lot of questions regarding office hours, you can create a canned response that says your hours of operation, thereby decreasing employee effort.
3. Your Business’ Call Volume Is Increasing
Are you looking to add to your team due to increases in call volume? If you answered yes, you should consider looking into an SMS software platform, first. Deploying a texting platform to communicate with your customers can allow a single employee to communicate with 3 or 4 customers rather than just 1. Be sure to weigh your options and evaluate whether or not a text message solution can help slow your business’ call volume.
Is SMS Software Right for My Business?
With Millennials making up roughly 25% of the U.S. population, SMS software cannot be overlooked. Here at Podium we have seen medical practices, salons, automotive repair shops, and dealerships, slash incoming call volume by deploying an SMS software platform. If you’re a customer-facing, service-related business, texting as a form of customer communication may be a viable channel for your business – especially if your business serves the Millennial demographic. Businesses that use text messaging as a communication channel can increase employee productivity and decrease distractions. If your business matches any of the 3 sure signs, it may make sense for your business to deploy a text message channel.
Interested in using a text message platform for your business? Request a demo of Podium Connect.