Texting for Customer Service
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.
How SMS for Customer Service Can Help Your Team
Improve Customer Service Efficiency
Ensure Quality Service
All messages to and from the Trum·pia 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.
Run Better Surveys
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.
Integrate with your Existing Phone System
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 Trum·pia 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.
Automate Certain FAQs
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 Trum·pia, 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.
What Clients Are Saying About SMS For Customer Service
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"We were blown away by Trum·pia'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
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