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How To Improve Call Center Customer Service With Text Messaging

Posted by Justin McIntire on Jul 25, 2017

Improve Call Center Customer Service With Texting

Anyone that has worked in a contact center can tell you: great customer service is key, but sometimes the phones just never stop ringing. Long queue times are a headache for everyone, as service reps need an occasional break to follow up with customers, management wants to see the customer experience improve, and customers expect their calls to be answered promptly. Everyone is looking for ways to improve call center customer service, that’s why more and more call centers are turning to texting to alleviate this, and so far the results have been amazing.


Trumpia has been working with call centers for over a decade, and we’d love to share some of what we’ve learned!


Improve Call Center Efficiency

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. That’s because your representatives are limited to one customer when they are on the phone, but with texting, your service representatives can use their customer service skills to simultaneously assist multiple customers at the same time, increasing call center efficiency. This both provides customers quicker overall response time and allows your service representatives to work with more than one customer at a time.


Improve Call Center Quality with Surveys

We’ve all heard when we call into a call center that our call may be monitored. With text messages, your managers can read the threaded conversations your reps have with customers and easily see if quality and service standards are being met. And, after the customer has been helped, you can send them a text survey to learn more. SMS surveys are ten times more likely to be completed than traditional email or paper surveys, meaning you will get a lot more feedback and can convert that feedback into better service overall. Call center improvements are a win-win for you and your customers.


Schedule Callbacks and Give Service Updates

When a customer doesn't have time to wait on the line, your representatives can easily text a customer to schedule a follow up call at a more convenient time. This allows you to cater to your customers needs and will leave a positive impression of your customer service on your customers. Also, texting has a staggering 98% read rate, which means it's perfect for things like announcing service outages or planned maintenance, which means your call centers will not be inundated with as many calls.


Improve Your Call Center with API Integration

By integrating a messaging API like Trumpia’s into your current systems, 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 suck up a lot of your service reps time and give them more opportunities to follow up with customers and handle the daily queue more efficiently.


Improve Self Service to Lower Call Center Queues

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. With the right SMS platform, businesses can allow customers to text keywords and receive this type of information automatically.


To get the most out of SMS text services, brands need a high-quality SMS platform that works for them. Trumpia offers comprehensive SMS software that call centers can use to provide virtually any type of customer support service, and we provide automation that is second to none. Texting is the future, so click here to learn more and see what Trumpia can do for your call centers and turn them into the next evolution: contact centers!


Read Trumpia's Contact Centers Brochure!

Topics: Customer Service

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