Why Customer Service Agents Need Text

At iZigg, we recognize the power of texting in customer service. For instance, 64% of consumers prefer texting over other forms of communication with businesses. That’s why our platform offers comprehensive features to streamline your customer service, including automated messaging workflows that you can implement immediately.

Interested in exploring how text messaging can transform your customer service? Sign up for a free trial to access all our Premium features, plus additional benefits.

The Advantages of Text Messaging

Fast response times are crucial in customer service. Long wait times or slow replies often push customers to seek alternatives, even if your product or service is top-notch. Text messaging helps businesses avoid these pitfalls by offering several key benefits:

• Speed: 90% of text messages are read within 3 minutes, and texts have a 45% response rate. This results in quicker interactions for both businesses and customers.
• Customer Preference: 60% of U.S. users find text messaging less intrusive than phone calls or emails.
• High Open Rate: Text messages have a 98% open rate, compared to just 22% for emails, ensuring customers are more likely to see your messages.
• Opportunity for Differentiation: Only 25% of U.S. businesses use SMS marketing, making it a great opportunity for you to stand out.
• Ease of Use: Text messaging is easy to implement, with no coding or special training required.

Best Practices for Texting Customers

If you’re ready to start using text messaging in your customer service, follow these tips to ensure success:

• Engage in Two-Way Conversations: Customers value interaction with a real person. Two-way texting lets your support team converse directly with clients, building relationships and gathering feedback. iZigg enhances this with features like threaded conversations, smart targeting, and MMS support for images, videos, and voice messages.
• Maintain a Polite, Friendly Tone: Text messages should feel personable yet professional. Use a conversational style to build rapport while addressing customer needs. Emojis can be effective when aligned with your brand, but avoid jargon or complex language to ensure clarity. Given the 160-character limit, keep messages concise and, if necessary, provide a link for more detailed information. iZigg also offers a link shortener with click-through tracking to streamline this process.
• Be Consistent and Timely: Customers expect fast responses via text, so ensure your support team is prepared to handle texts promptly. With iZigg’s onboarding and training, your team can quickly master the platform and provide efficient service.
• Allow Easy Opt-Ins and Opt-Outs: For messages such as order updates or appointment reminders, always provide an opt-out option to comply with SMS marketing regulations. Simply add keywords like “STOP” or “CANCEL” at the end of texts, giving customers control over their communication preferences.
• Integrate SMS with Other Channels: If your business already uses certain customer support tools, integrate SMS with them for an omni-channel approach. This ensures a seamless experience for customers, regardless of how they prefer to communicate. iZigg makes this easy, offering integrations with platforms like Salesforce, Zapier, and Typeform, as well as over 2,000 popular apps like HubSpot and Shopify.

Ready to get started with iZigg for your customer service needs? Have questions? Let us know!

Still Have Questions?

Follow the practices above to improve client engagement and watch satisfaction rates soar! And check out our other articles for more advice on specific industries and use cases.