Providing great service is important for any organization. And with 64% of consumers saying that they'd prefer to use texting to communicate with a business over any other channel, SMS for customer service has become a must have for the customer service industry.
No one likes waiting on hold. In fact, 33% of customers hang up immediately when put on hold, and the rest will only wait an average of 13 minutes before doing the same. But the potentially even larger drawback of traditional phone systems is that your representatives are limited to helping only one customer at a time on the phone.
With Trumpia's text messaging for customer service software, reps can carry out two way conversations with multiple customers at the same time, significantly boosting efficiency. You can even use your existing business phone number, letting customers choose whether they want to call or text.
All messages to and from the Trumpia system are stored as threaded conversations. This means at any time, management can audit conversations to ensure the highest level of service is being provided.
With our Enterprise tools, you can even divide which managers can see which rep's conversations, so your LA branch manager isn't auditing NY reps.
Text surveys are nearly 7.5 times more likely to be responded to than email ones. That means when you really want feedback, SMS for customer service is the best way to get enough data to make an educated decision. With our Smart Targeting you can also send targeted surveys to customers based on their purchases or behavior.
Even better, you can automatically triage customers based on how happy they are with your business, so only the satisfied ones are sent to leave a review on Yelp or Google.
A texting service doesn't have to run independently from your existing phone system. Indeed, they can work together to create a better experience overall. Take, for example, when a customer doesn't have time to wait on the line. Your representatives can text a customer to schedule a follow up call at a more convenient time-allowing you to cater to your customers needs and will leave a positive impression of your customers.
You can also integrate Trumpia with your current systems like Shopify or Zendesk, so you can automatically send messages to your customers about pending bills, provide shipping alerts, synchronize customer contact information, and more. This will help eliminate repetitive tasks that take up a lot of your reps' time and give them more opportunities to follow up with customers and handle their queues more effectively and efficiently.
Some questions, like account balance inquiries or questions about a store's hours can be answered quickly and with little to no manual intervention needed. There's no need to take up a rep's time answering the same question 20 times a day.
With Trumpia, you can automate answering these FAQs using our Automated Workflow tool. It can automatically ask customers what help they need, and send different messages based on how they respond. It's like a phone tree system, only through the convenience of texting.
"We were blown away by Trumpia's depth of features and by their knowledge of how to better engage with our current and future customers."
- Thor Leach, Technology Development Manager at InJoy