We’re always looking for new ways to delight our customers. If they’re going to be surprised, we want them to be pleasantly surprised. Customer support is no exception.
Businesses of all kinds can rally around the fact that people want to have options and should get them. This is why companies around the world are offering more diverse ways for their customers to get in touch, from the “old-fashioned” phone call, to email, instant messaging and two-way SMS. As a whole, tastes for communications channels are changing and we’re seeing texting become an increasingly viable channel for support. Why not give the people what they want?
Let’s back up a second, to the first communication channel I mentioned. Phone calls are still a vital part of customer service, yet the means for setting up a traditional phone system is totally outdated. Especially if you have an international business. You could use multiple telephony providers in each country, juggling the contracts, billing and customer support hours that go with them. Or you could move your telephony to the cloud and consolidate providers.
The power of local
For growing companies that are thinking email-only will cut the mustard, think again. Not only do customers want a phone number to call when the going gets tough, they want the ability to dial a local number. A survey conducted by Voxbone (the results are included in a recent press release) found that 58% of consumers wouldn’t be willing to do business with a company without a local customer service line.
And while landline connections signal legitimacy for your business, SMS is becoming an increasingly favorably communications channel, especially for millennials. In fact, studies show that 77% of consumers between the ages of 18-34 look more favorably at companies that offer customer service via text. Here’s some ways SMS can help your customer service shine:
- Send critical updates for immediate attention, as texts are typically opened within the first three minutes.
- Conduct polls for customer feedback.
- Arrange for a customer to call back when you’re at full capacity (better than keeping them on hold).
At Voxbone we’re offering the best of both worlds with DIDs that feature both voice and SMS capabilities in 14 countries, and local numbers in more than 60. This means that a customer can receive a text flagging an issue, giving a reminder, or suggesting a new service or feature, and they can call back on the same number. Pretty cool. Voxbone supports contact center companies (check out case studies for Serenova and 5CA) and businesses themselves (we’re supporting customer service lines directly for businesses like Foodpanda and Tripsta).
It may sound like a headache to implement and maintain services like local numbers from around the world and voice-enabled, 2-way SMS. But it doesn’t have to be. We’re striving to make it easier than ever for companies to offer support on their customers’ terms. And our Speech Analytics services can help businesses optimize their spoken interactions using features like keyword spotting and emotional analysis, for better customer satisfaction. You’ll provide better service and streamline your systems with these tools under the hood.
Sounds good? Read our ebook for more information on offering global customer support with Voxbone.