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Businesses are adapting, and they’re saving money by converting support calls into SMS-based solutions. Converting service calls to text from landline isn’t new, but smart businesses are changing the way customers interact with their brand.

By reducing call center load, SMS-centric support can reduce inbound call costs by up to 20 percent. Companies are saving money, saving time and saving the customer’s patience with text-to-reply solutions—and they’re doing it today.

The Multiple-Conversation Spread: Saving Time and Money

In 2016, everyone’s texting. If, like most business decision makers, you’re intent upon boosting your ROI while assisting customers, you’ll need to engage customers on their terms. 92 percent of American consumers are on mobile, and 63 percent of consumer actions take place after a business-provided mobile interaction.

In the old days, call centers took requests, feedback and number-punching auto-responses to bolster their communications platform. Today, intelligent SMS marketing providers are boosting feedback impact with SMS.

By transferring a customer’s call into an SMS realm, your business can intuitively acknowledge each and every need. Gone are the days of “taking turns” with inbound call center hits. SMS enables multiple conversations simultaneously.

Cut Out the Holds, and Boost Customer Satisfaction

No one likes being put on hold, and companies are squeezing out voice-based competition by shifting entire industries to new, SMS-based call center solution platforms. Consumers can be fickle, and they’re quick to jump from idle calls to mobile media. Moreover, 2015 experienced a significant jump in average mobile media use, which now takes up 51 percent of overall time spent on smartphones.

Customers are satisfied when they receive immediate responses. SMS is quick, clear-cut and digestible. Today, 70 percent of American consumers feel SMS is a good way to handle business communication. By shifting call center traffic to SMS, customers can navigate at their own pace.

Additionally, Trumpia has created a Salesforce integration that allows companies to send and receive texts from specific contacts directly from their lead record, which decreases holds while increasing customer satisfaction. Try Trumpia Connect today!

The Future of Mass Response

When a call center responds to a mass audience, it fuels its overarching brand’s growth. Why? Because customers texting stay texting. Digital SMS feedback, rather than hotkey-pressing, voice-based feedback, boosts a business’s crossover marketing campaigns. If your company sends real-time alerts, mobile coupons, app reminders and social media links, it should transfer its customers to SMS as soon as possible.

The Automated Business World: Where’s All the Reps Go?

As consumers adopt smartphone-centric lives, business reps disappear. Automated SMS, now, can govern an entire company’s outreach department. 15 percent of Americans between ages 18 and 29, today, are heavily dependent on smartphones for Internet access. The mobile-only generation is growing, and business providers are beating them to the punch.

By investing sending consumers to text from landline services, your company cuts out its middlemen. It saves human capital. It saves time. In doing so, it can rearrange its internal structure, rearrange its human resources and streamline itself for success.

The Modern Truth: People Prefer SMS over a Phone Call

It’s true: In 2016, consumers prefer text-based business communications to phone calls. SMS communication has overcome email, and it’s now being used to accelerate mass audiences. While SMS has its limits, they’re greatly overshadowed by their advantages.

This serves businesses, as concise, on-the-record communication is far superior in text form. For this reason, big-named providers and intuitive startups, alike, are jumping into SMS-first call center solutions.

When every message is recorded, business strategies can be organized, mobilized and morphed into entirely new schemes. Involve every party, and specify your business’s services via real-time text services. Your consumers might start on the landline, but they can end up on your SMS platform.

Today, customer feedback is vital to a business’s success. Changing your call center into an SMS fuel source can ensure both your long-term success and the customer’s long-term appreciation of quick, manageable support. Fortunately, consumers are already used to channels directing them to text from landline options. They’re ready for the shift. Are you?

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