Tuesday, May 4, 2010

Texting – The Short Sweet Way To Communicate

Using texts to politely remind your customers their bill is due or to update them when a crisis is unfolding can be one of the quickest and simplest ways to communicate with your customer base.

Being able to communicate with customers without human interaction is remarkably cost effective for a business, especially when time spent on the phone also equals money. Texting is a highly customised solution used by up to 30 per cent of our customers. So for companies that want to remind customers about a bill, or send an information pack in response to a recent TV commercial, texting can be a very efficient way to go about it.

An example of a text reminder for bill payment is below:

Text #1: “This is a friendly reminder that you have X days remaining to pay your bill”

Text #2: “Hello, this is a reminder that your Acme bill is now X days overdue. Please pay this as soon as possible or contact our free calling 0800 number.”

Text #3: “This is Acme. You bill is now overdue by X days. We require bill payment within the next 3 business days or your services could be disconnected.”

For companies airing TV commercials, potential customers can be prompted to text their name and address and phone number to the company, at which point the company can either send them an information pack to their address or give them a call.

One thing to remember is that the intention of using text services is to reduce cost, so conversations via text are not advised due to its associated expense. When reminding customers about their bill a simple message outlining the amount due and when it is to be paid with a contact number is all that is required.

When a client’s services go down, customer frustrations and associated costs rise. For power companies agents can spend endless hours on the phone giving customers status updates. Texting can be a very cost effective way of keeping customers informed. Customers can text in their ID enabling the company to keep them informed on power status and restoration.

For customers, this reduces uncertainty of when the service will be reconnected. And let’s face it, when the power goes off or your internet goes down, customers only want to know one thing: “when will it be back on” and therefore, “plan my day”.

In addition, in high volume fault situations wait times to speak to an operator can be high, so using tools such as texting ensures everyone can get an answer if they need it, and whenever they need it.

Candice Rea

Client Services Manager

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