Money Why you should be texting your customers

17:36  18 may  2017
17:36  18 may  2017 Source:   Canadian Business

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As consumers grow tired of downloading new apps, savvy companies are turning to the lowly text message to keep in touch.

Gino shares why texting customers creates a personal connection and is an efficient and effective way to communicate with a targeted audience. We ’ re always connected to our phones, and if that’s the channel your customers are using, then you should be communicating there with them.

Phone with customer service text message conversation in the foreground: (Thompson Hotel; iStock) © Used with permission of / © Rogers Media Inc. 2016. (Thompson Hotel; iStock)

Mike Gozzo’s latest startup was born, in part, from disillusionment with his previous one. Back in 2011, the Montreal-based product developer co-founded a platform that allowed companies with little technical know-how to create their own apps in less than a minute.

During those heady days of app proliferation, Gozzo thought he was pursuing a great opportunity. But there was a drawback. “I realized that we were contributing to app fatigue,” he says.

  Why you should be texting your customers © Used with permission of / © Rogers Media Inc. 2016. How to run your whole company from your phone

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The 2014 Businesses Texting Customers Survey shows a surprising number of customers actually want text messages from businesses. This means you should only send relevant text messages to your customers .

Why you should be texting your customers . Rogers is fielding customer service inquires on Facebook Messenger. Peter Aceto on why CEOs need to pull shifts in the call centre. Giving customers the white-glove treatment.

Fuelled by the growing of smartphones, the skyrocketing popularity of apps seems to be stalling, as what’s known as “app fatigue” sets in. People are simply tired of having to download (and search their phones for) hundreds of apps to access services like online shopping, ordering food or booking travel. Now Gozzo’s latest venture, Smooch, is cutting through the noise of an over-apped world to allow businesses and customers to communicate in the simplest way possible: text message.

Indeed, the text message is proving to be a potent source of innovation for startups looking to deliver new services, and for established companies that need an effective way to reach customers. Ivey Business School professor JP Vergne says consumers still read text messages—studies suggest more than 90% are opened within minutes. “It’s more personal, [and] it’s more immediate,” Vergne says.

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Even though I’m sure you all know that you should be thanking customers all the time and not just at Thanksgiving, you may not know the stats that go along with it. The Ultimate Guide to Customer Retention. Why Apple Does Not Have a Loyalty Program.

Does it refer to a mobile app, texting , or a mobile website? At OneReach, we think businesses should offer customers the chance to text customer service, and we’ve got seven data-backed reasons why .

Compare that to trends in smartphone usage. Research from digital marketing agency Catalyst Canada found the number of apps Canadians have on their phones declined from an average of 26 in 2014 to less than 19 last year. And there was a 53% drop in average monthly downloads during the same time period.

Gozzo is taking note. Smooch, where he serves as head of product, creates systems that allow customers and companies to correspond using whatever channel they prefer, whether that be through Facebook messaging, app or text. For example, using Smooch, a dentist can set up a phone number for patients to text, and configure those texts to show up at the office as emails. A receptionist can reply over email—but the patient receives the response as a text.

The key, says Gozzo, is working with whatever system a business already has in place. “We don’t want to have to retrain your staff,” he says. Text messaging is proving enormously popular. “What we’ve seen is that more and more businesses want to communicate with their customers over text messaging,” says Gozzo.

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So why should businesses listen to their customers ? Here are 10 reasons Listen to your customers - hold focus sessions, feedback forms, conduct surveys, and they will give you the answers you need to grow your business.

Are you trying to market your small business to Millennial customers ? Then you 'd better get comfortable with texting .

Other startups are taking advantage of the efficiency of texting, too. The U.S. company Magic raised eyebrows when it launched in February 2015, offering a phone number that users can text with any (legal) request they want fulfilled. Operators on the other end of the line arrange everything from pepperoni pizza deliveries at 6 a.m. to international airline travel.

Digit offers clients an automatic savings service they can access by texting—a message requesting a transfer is all it takes to move money around. Intuit’s Tada tax service asks users a series of questions it then uses to complete their tax return forms, all by text message. Home cleaning services, airlines and even exterminators are all expanding their ability to communicate with customers through texts.

  Why you should be texting your customers © Used with permission of / © Rogers Media Inc. 2016. How Jiffy on Demand is Uber-izing locksmiths and plumbers

The Thompson Toronto hotel is an early adopter of the technology. Director of rooms Theo Kolovos says the boutique hotel connected with customer engagement solutions company GuestDriven (which, in turn, works with Smooch) in 2014 in search of a platform to make it easier to communicate with patrons. Now, guests can contact the hotel through text, email or an app, and their messages arrive in the hotel’s pre-existing communications system. A text asking for an upgrade, room service dinner or any other request automatically funnels to the appropriate department.

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Comment by mediaengineer - April 7, 2010 at 7:20 am . Pingback: Quote :: Invent the future … :: Why You Should NEVER Listen to Your You should never ask your customers anything. Asking is for someone who doesn’t know how to collect data on customers ’ usage (that is , what they actually do).

Instead, it should be calculated with other (more important) factors such as how long they are likely to remain your customer . 13 Customer Loyalty Best Practices for B2B Companies. Why (and How) Your Team Should Personalize the Customer Experience.

“We don’t have to add any more technology; it uses our existing technology platforms,” says Kolovos. Likewise, it also enables the hotel to contact guests. “We have a lot of nightlife and restaurants throughout our facility and many times we have special events going on, so we’re able to send them a text and say, ‘Hey, join us in the lobby bar or on the rooftop for a cocktail this afternoon.’” The service has helped boost Thompson’s quality scores and online rankings.

Texting-based services seem poised to grow. Digit, for example, is planning expansions to Canada and beyond. Developing countries such as China and Brazil are using text-based services at unprecedented levels for daily tasks like booking medical appointments and travel—a development that seems likely to spread around the world.

“We know this trend is here to stay because it’s the way customers want to talk to businesses,” Gozzo says. “And up until now, there’s been no great solution that helps businesses really use all the systems they already have in place.”

  Why you should be texting your customers © Used with permission of / © Rogers Media Inc. 2016. Why human resources is the future of marketing

MORE ABOUT CUSTOMER SERVICE & INNOVATION:

  • How to run your whole company from your phone
  • The driver’s licence of the future could be a digital app
  • How Jiffy on Demand is Uber-izing locksmiths, plumbers and more
  • Rogers is fielding customer service inquires on Facebook Messenger
  • Why human resources is the future of marketing
  • Giving customers the white-glove treatment
  • Peter Aceto on why CEOs need to pull shifts in the call centre

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