
Los avances en la comunicación están haciendo que los mensajes de texto se estén convirtiendo en tendencia a medida que las organizaciones ven el papel fundamental que desempeña en la entrega de una experiencia de cliente moderna, ágil y eficiente.
Los clientes envían mensajes de texto, las empresas también deberían
Los mensajes de texto están ganando impulso y por una buena razón. Estos han sido durante mucho tiempo el método de comunicación preferido. Históricamente, las empresas aprovechaban los textos únicamente con fines promocionales mediante códigos cortos (por ejemplo, 55555). Hoy en día, las empresas están habilitando mensajes de texto en sus números de teléfono locales o gratuitos para facilitar la interacción con los clientes en cada paso del customer journey. Es una estrategia eficaz, ya que el 60% de los clientes quieren poder responder a los mensajes de texto que reciben de las empresas.
Los mensajes de texto están superando a otros canales de comunicación de varias maneras:
a) Mejor accesibilidad: El 95% de la población tiene un teléfono móvil, lo que significa que tiene acceso a mensajes de texto dondequiera que vayan. Por el contrario, no siempre se puede acceder al chat web a través del móvil, y no todo el mundo tiene una cuenta en las redes sociales (especialmente la gente mayor que también envía mensajes de texto y es posible que no tengan un smartphone). Probablemente esa sea la razón por la que el 59% de las personas prefiere recibir mensajes directamente de una empresa en lugar de comunicarse con ellos a través de una aplicación.
b) Mejor compromiso: Para los contact center, los mensajes de texto los conectan con los clientes. El 98% de ellos se leen en los primeros tres minutos, mientras que solo se lee el 22% de los correos electrónicos. Según los expertos, los clientes tienen 4 veces más probabilidades de responder a un mensaje de texto que a un correo electrónico.
c) Mejor experiencia del cliente: Los clientes esperan una respuesta más rápida de las empresas. Los mensajes de texto cambian las reglas del juego para las colas de llamadas. Los agentes pueden administrar múltiples mensajes de texto simultáneos en lugar de que una sola llamada monopolice su tiempo. Si bien enviar mensajes de texto es excelente para los clientes, es igualmente excelente para los call center que desean una mayor agilidad.

Mensajes de texto: proporcionan agilidad a los call center
La clave para una mayor agilidad del contact center es tener los recursos adecuados (tiempo, talento y personal) disponibles cuando más se necesitan. Al incorporar mensajes de texto en el call center, se puede recuperar el talento del agente y usarlo donde más se necesitan sus habilidades.
- Desviar llamadas usando texto en su IVR: Ofrecer a los clientes la opción de iniciar una conversación de texto en su IVR (Respuesta de Voz Interactiva). Algo tan pequeño puede generar excelentes resultados.
- Desviar las llamadas a mensajes de texto: Significa que los agentes no tienen que interactuar con los mensajes de texto entrantes de inmediato. La creación de IVR de texto puede manejar el proceso de enrutar mensajes de texto al agente adecuado, de manera similar a como los IVR tradicionales enrutan las llamadas entrantes.
- Enviar MMS para una comunicación más rápida: El adagio “una imagen vale más que mil palabras” es especialmente cierto para la atención al cliente. Los mensajes de texto MMS (mensajes multimedia) brindan a los agentes y clientes la flexibilidad de intercambiar imágenes, GIFs, emojis, PDF y documentos de Word, que pueden comunicar ideas complejas de manera más rápida y fácil que tratar de explicar las cosas verbalmente.
- Automatizar las conversaciones de texto: Enviar una respuesta de texto automática hace dos cosas: le asegura al cliente que tiene el número correcto y también le ofrece la respuesta inmediata que desea (incluso fuera del horario de atención). Los mensajes de texto automatizados no se limitan a los SMS entrantes. Los SMS salientes automatizados pueden ahorrar a los agentes el dolor de cabeza de perseguir a los clientes, dejar innumerables mensajes de voz y esperar a que respondan.
Compromiso unificado del cliente con mensajes de texto
Enviar mensajes de texto puede ser una gran herramienta para mejorar la experiencia del cliente, pero es más útil cuando se unifica con otros canales de interacción con el cliente. El texto para habilitar los mismos números de teléfono que los clientes usan para llamar al call center es un primer paso importante.
¿Necesitas ayuda para crear tu primera campaña de comunicación utilizando los mensajitos de texto (SMS)? Escríbenos a info@lasextadecima.com para poder apoyarte.
Fuente: Masvoz
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