With social media taking the world by storm, things have changed a lot in the way customer services are delivered. Effective communication translates into loyal customers, repeat business, and increased revenues. The emphasis on the development and use of new technologies to keep up with the changing needs and demands of today’s savvy customers demonstrates how crucial it is to keep customers engaged and happy through post-sales services. In the Chat Communications’ recent efforts at enhancing its social media sales and service platform is reflective of this trend.
From the perspective of a customer, it is totally frustrating to get disconnected mid-call. For the customer support team, it is something to be worried about. In an effort to address this serious customer-communication gap, In the Chat Communications Inc. (ITC) incorporated a text messaging platform to ITC Enterprise, its social media sales and service platform. The new platform enables the call centers to add an extra communication channel to their portfolio. The texting feature will allow the customer to easily switch from call to texting and carry on with the conversation with the same customer service rep despite disconnection of the call. This will allow for a speedy resolve of the issue. The text messaging feature also enables the contact center reps to simultaneously communicate with multiple customers. This is expected to enhance customer satisfaction, plus help the company save a lot of dollars on agent-hiring.
It is important for the brands to adapt and cater to customers’ communication preferences and ITC’s enhanced customer communication platform has been designed for just that. According to company website, the platform provides the businesses with an end-to-end solution for customer service in social media. While the integration of a text messaging platform will allow for faster resolution of customer problems, the text analytics feature could be leveraged to identify customer service opportunities. The new platform will create opportunities for the customer service agents to access a variety of channels and engage with the customers to build and maintain customer relationships.
“Text-messaging and social media grew in popularity around the same time. Businesses felt an urgency to get on social media because it was public, they needed to respond to their customers and get a feel for their needs. What they failed to realize was that text messaging has become just as- if not more- popular as social media. Now, we are allowing call centers to adapt a communication channel that is quickly becoming the preferred method of communication,” President and CEO of In the Chat John Huehn, noted in a statement.