In 2013, 51% of U.S. consumers switched service providers in the past year due to poor customer service experiences.
Your time is valuable. Your customers’ time is valuable. Why waste time on hold waiting for the next available live agent? There has to be a better, more efficient way for them to engage with your support.
Consumers continue to have great expectations for customer service, yet continue to experience the common customer service frustrations, like long hold times and having to repeat the same information over and over again.
Properly trained CSRs are essential resources in providing positive outcomes during your customers’ support experience. However, the current modes of communicating with the support channel (phone calls or web-based chat sessions) are failing the customers out of the gate.
This is because they are synchronous in nature, binding your customers to a support call or web chat, with no flexibility or consideration for their time. If a call is dropped, your customer must start the process all over again. Even chat sessions will timeout after a short period of inactivity, making it a priority for customers to stay in front of their computers and not delay their response to the CSR.
Despite having more data and insight into consumers’ desires and preferences, most companies fail to meaningfully improve customer satisfaction in relation to customer service.
With all of this in mind, IVR is excited to introduce TextCare, the perfect, and only, solution to these problems.
TextCare is the only text message-based call center application currently available in the world. TextCare is a web application that allows you to communicate with your customers in a whole new way.
An add-on to our TextEnable service, TextCare makes it possible for your customers to text your existing customer service phone numbers (landline or toll-free) and reach a CS agent. The TextCare web application opens up a two-way text communication channel between your customers and their service representatives. Because the CSR can handle up to 10 unique text messages or conversations at once, wait times are minimized and more time can be spent assisting each customer.
This type of support is extremely convenient for your customer, as it supports their customer’s timetable by virtually eliminates wait times and providing an never-before-experienced level of flexibility.
TextCare allows you to provide your customers with an unparalleled level of support by literally putting your CSRs into the hands of your customers, on their own time. This level of convenience will keep you at the top of your customers’ minds.
There’s also a huge payout potential for you, too. According to the Ninth Annual Accenture Global Consumer Pulse Survey analysis of consumer spend forecasts and switching rates, there is up to $1.3 trillion in revenue at play in the U.S. market, as represented by the “switching economy.”
TextCare will help you close that gap between the mediocre experience your customers expect and the superior experience you’ll be able to deliver.
Call or text us today at 1-800-935-1354 to learn how you can reduce your call center operational costs by properly adopting the TextCare Solution!
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