3 Customer Experience Goals to Add to Your CX Strategy and Help Your Brand Stand Out

3 Customer Experience Goals to Add to Your CX Strategy and Help Your Brand Stand Out

Keeping up with today’s trends is no simple feat. But staying relevant with customer experience trends can make or break revenue and customer retention. Considering 43% of all consumers are willing to pay more for greater convenience, and 42% would pay more for a friendly and welcoming experience, it’s undeniable that customer experience can set you apart from your competitors. 

In Oracle’s Global CX Insights Report, over 90% of respondents agree that customer experience should be a priority in terms of company focus — no matter what the discipline, industry, or company revenue is. And every year, with shifts in digital transformation, new customer expectations mean you need to set new goals to deliver an amazing customer experience. 

We’ve gathered a few goals to add into your CX strategy to drive your customer experience ahead this year.

>> Read Next: The 5 Best Practices for Texting Customers: How to Boost Customer Experience and Loyalty Without Spamming Your Customers

Goal #1 – Rethink Your Voice-First Strategy

Ok, look. I’m not going to tell you to throw out phone support altogether. There’s a time and place for placing a phone call to a customer service team. But honestly, most customers today are looking for any other possible channel to reach you before they consider picking up the phone to call. 

Customers today want accurate and relevant help as quickly as possible. In fact, Forrester reports that 53% of customers are likely to abandon an online purchase if they can’t find a quick answer to their question. And 73% of them note that a company valuing their time is the most important part of good customer service. Often, phone support just doesn’t cut it, taking more time and energy than other channels of communication (like texting).

Customer-facing teams need to eliminate those minor calls that clog call queues and distract qualified employees from tackling the more demanding issues. The solution is to not look to voice as your only method of contact. In comparison to phone support, SMS texting alleviates some of this pressure on your call center, reducing call volumes and cutting back on hold times

Here’s how texting helps your customer experience: 

  • Adding in texting prevents calls to agents by giving customers a quick, more convenient way to chat with support. When you include texting within your IVR, you can deflect calls about simple issues and questions to a text thread. This way, incoming callers have the option to text rather than waste time out of their day languishing on hold.
  • Texting with MMS messaging gives your agents a way to send more accurate and detailed information in fewer messages. Plus, sending and receiving pictures via text is even better since images are sometimes easier to understand than describing them.
  • Texting doesn’t require your agents’ full attention. They can handle multiple text threads at one time rather than a single call at a time, making your call center more efficient. And thus making your customers happier with your customer experience.


Goal #2 – Expand Your Omnichannel Support to Include SMS

Online shopping has skyrocketed over the last couple of years. In 2021, consumers spent $870.78 billion online with U.S. businesses, up 14.2% from 2020. That’s enough to pay off every household’s mortgage in the state of Missouri (plus some). Since the rise of the COVID-19 pandemic, customer behavior has all but demanded omnichannel support and strategy  from businesses.

Customers expect to be able to reach you from multiple touch points seamlessly. And since over half of all internet traffic is coming from mobile devices, social media support should play a key role in your omnichannel strategy. But social media support is just not enough. Customers want to be able to text you too. Here’s why:

  1. Nearly everyone has access to texting, with 97% of Americans now owning a cellphone of some kind.
  2. When you offer texting support, there’s no added barrier of an app to download. Any customer with a phone can directly reach you. 
  3. Customers don’t need to have the app open to see a text, making it far more likely that you’ll reach your customer.

Adding business texting doesn’t mean your agents have to answer every message that comes in. With the help of bots, automated messaging and AI, you can handle simple questions or commonly asked requests without ever reaching a human. Bots can also gather customer information before passing the customer over to a live agent. This makes for a better customer experience and a more efficient call center.

Goal #3 – Make your Customer Experience Personal

McKinsey & Co. reports that 71% of consumers expect companies to deliver personalized interactions. And 76% get frustrated when this doesn’t happen. And 77% of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or customer experience. To deliver a personalized experience, break down data silos across the organization. Then, your teams can freely share customer information.

Work with each department to craft a holistic customer journey. Tie together systems and processes for a more personalized experience. Then, use this customer information to bolster your customer experience in each channel. Some ideas for this includes:

  1. Connect your marketing automation tools to your CRM. Then, your sales team can cater their pitch based on the lead source.
  2. Connect your CRM to your ticketing system to see issue history with each customer interaction. Then, train your agents to use that history to build connections with customers over text threads or on phone calls.
  3. Connect your phone system to your CRM and get customer details on incoming calls and texts.
  4. Integrate your texting platform to route incoming texts to the agent best fit for handling each interaction.
  5. Make mass texts and messages more personal by using custom fields to add in customer names or addresses.


Create a more personal customer experience and your brand will stand out. Customers will remember your service. To set yourself for success in the next year, read more about meeting customer expectations with these 3 tips for call center efficiency.

This post originally published on January 7, 2021 and was updated on May 19, 2022. 

Why it’s Time to Build a Healthy Opt-In Text List (And How to Make it Happen) to Reach Your Target Audience

Why it’s Time to Build a Healthy Opt-In Text List (And How to Make it Happen) to Reach Your Target Audience

When I was right out of college, one of my first jobs was with a tech startup. Since we were so early in our company, we would meet weekly to discuss our brand identity and to assess who would be buying our product. Essentially, who on earth is our target audience and how do we appeal to and reach them? 

When it’s your job to build brand loyalty and support customers, these questions are top of mind. While you probably have a decent customer database with basic customer contact info in it, you may not be reaching your actual target audience to the fullest potential. For a more accurate way to reach customers, make use of your text opt-in lists. 

According to current regulations, businesses are required to get permission before sending any kind of text message directly to a customer’s phone. What makes this incredibly helpful is that you then obtain a list of customers who explicitly want to hear from you. Text messaging opt-in lists provide marketing, sales, and customer service teams a clear list of customers who are seeking a relationship with your brand. 


Why You Should be Making Use of Your Text Opt-in List

I’ve been there: hovering my mouse over that send button on a bulk email, knowing there may be a handful of people who immediately trash it and some who roll their eyes and search for the unsubscribe button. There’s some anxiety and risk involved when you send out a message to your entire customer base. 

But when you have customers volunteering to join your list, you can trust that they want you to contact them. No more stress about your message potentially harming your brand or customers responding angrily about getting “spam” from you. Text opt-in means your customers make a deliberate and conscious decision to hear from you. Then, when you gather a text opt-in list, you’ve got direct access to your target market, able to communicate with prospects and customers at a minimal cost.

Text opt-in lets you promote your product, reach out to sales leads, and offer support to a large group of customers all at once. Reach your exact target audience for future sales and feedback with an opt-in list.


How to Build a Text Opt-in List

With a bit of strategic thinking, you can promote and build your text opt-in list, making it the most effective way to reach your customer base. Getting customers to sign up for texts is all about awareness. Customers need to see something roughly seven times before they consider taking an action. So you have to take some deliberate steps to get on your customer’s radar. Here are a couple strategies to focus on:


Promote Opt-in When You Can

Before you start doing anything, you need to create ways for customers to opt-in. These opt-in opportunities should be obvious and easy to get to. The first option is to use online web forms. 

Perhaps these get pushed with a pop up window when a customer visits your site. Or when a customer is creating a login. Give customers a chance to opt-in during check out by agreeing to future communications via text and email. Add an opt-in checkbox on any webforms forms and include opt-ins in email signatures to prompt customers to join.

Then, mention texting as an option in every customer interaction. Invite customers to opt-into texts any time they interact with your business. Some tasteful ways to do so could be to:

  • Update greetings and hold messages to promote it. Then in your IVR setup, offer text as a way to get help and information faster than waiting on hold.
  • Highlight it in your customer newsletters. If you already have marketing emails or magazines going out to customers, encourage them to hear from you via text as well.
  • Put opt-in sign ups on receipts/invoices. Any customer who has made a purchase from you has a place in your target audience. Encourage them to stay in touch by promoting texts on their order details and receipts. 
  • Promote text opt-in in sales and support scripts. If your sales reps and support agents are chatting with your customers directly, make sure they tell customers about texting as a communication channel. 


Create an Opt-in Campaign

SMS texts are much more reliable than email to get customer attention. SMS marketing takes the cake over email with an average open rate for business texts as high as 98%. Compare that to email with an open rate around 20%. Even with around 269 billion emails sent every day, roughly 50% of them end up in spam folders. 

To promote texting opt-in, try focusing your efforts on an opt-in campaign. Use a keyword campaign to get your target audience to engage with you via text message. A keyword campaign invites possible customers to engage with you by texting a certain keyword to a phone number. 

Create a specific keyword — like “PROMO” or “TEXTCLUB” — and prompt customers to text it to you whenever and wherever you can. That way you can share details about your promotional and offer double text opt-in to get customers hooked on future communications. 

To encourage customers to participate, create website banners about the keyword. Feature the benefits of receiving promotional texts in a blog. Post about it on social media. Then, make it irresistible. I mean, let’s be real. How often are customers going to sign up for something without a perk? It’s not enough just to invite customers to opt-in to texts about your promos or your product updates. You have to make it worth their while. Here’s how:

  • Offer an incentive right off the bat. Think of it as a way of saying thank you. For every customer who uses text opt-in, send them a deal — 15% off their next purchase or a BOGO deal. Then, right away you are cementing the relationship and showing the value of them joining your texting list. 
  • Make your opt-in list like a club. Those who join in are part of an exclusive group who get specific deals. They get asked first to share feedback. They get sneak peeks at product updates or first dibs on new updates. 
  • Keep the content engaging. Send customers blogs, podcasts, or videos with useful tips or industry-specific news. Include attractive images or share a recent social media post to stand out. When you give customers interesting content via text, they’re much more likely to join in. 
  • Run a short-term contest over text. A contest may not get you super long-lasting customers, but it is a growth hacking strategy that will boost your text opt-in list some. Consider a contest or giveaway something you can do every year to every quarter, attached to holidays, anniversaries and special occasions. Create some urgency, get customers to enter through opt-in, and offer a really sweet prize so it’s worth it.

Then, once you’ve got a strong and healthy text opt-in list, you have a way to reach customers on a mass scale. Or use it to target specific groups to promote your brand, gather specific feedback, or offer curated support.

Want to take your marketing powers to the next level? Try out these 6 tips with your text opt-in list to skyrocket your customer experience.

This post was originally published on December 3, 2020 and was updated on April 28, 2022. 

How to Stay TCPA Compliant and Protect Your Customer Relationship: 5 Things Every Admin Should be Doing to Stay Legal While Business Texting

How to Stay TCPA Compliant and Protect Your Customer Relationship: 5 Things Every Admin Should be Doing to Stay Legal While Business Texting

Texting is a low-cost, flexible and reliable way to reach customers. So, businesses are jumping at the chance to text their customers. And we can see why! You’re more likely to reach your customer base through SMS messages than by email. In fact, texts are open and read at a rate of 98%, compared to a measly rate of 20% for emails

But before you go ahead and add business texting, compliance is a critical topic to review. Privacy laws, laid out by the Cellular Telecommunications Industry Association (CTIA) and the Telephone Consumer Protection Act (TCPA), dictate how your business is allowed to interact with customers. Sure they sound daunting at the outset. But, these laws ultimately help you to protect your customers and to build an honest and healthy relationship with them.

First, the basics: what you need to know to stay compliant.

Before I dive into what you can be doing to manage your compliance, let’s review the legal ground rules you need to know to stay in the clear. First, what is the TCPA?

In 1991, the TCPA was created to protect consumers from scamming and spamming from businesses. Under the TCPA, any marketing phone calls and text messages have to follow certain standards to protect customer privacy. These standards protect the consumer, but they also grant your business and phone carriers more credibility, ensuring that you build an honest relationship with your customers and maintain healthy boundaries.

At a fundamental level, TCPA requires that you:

    1. Get consent from your customers before messaging them and also provide a way for customers to opt out.
    2. Disclose the full scope of your SMS communications honestly.

When you follow the best practices to stay compliant with TCPA standards, you’re legally safe. But managing and maintaining them for every customer communication can be tricky. So we’ve put together 5 things you should do to manage compliance and stay legal while texting your customers.

>> Read Next: The 5 Best Practices for Texting Customers

1. Opt-in and Opt-out Management

In the last two weeks, I’ve gotten an influx of spammy texts to my phone. But how do I identify that they’re spam texts? There’s always a tell-tale sign. I haven’t agreed to them. If you haven’t given permission to be messaged and if the text offers no way to opt-out, it’s guaranteed to be an illegitimate message. For this reason, and as mentioned by the TCPA, it’s super important to get consent from your customers before sending any messages. And always give them the option to opt-out of hearing from you again. 

Sounds easy, no? The tricky part is keeping track of which customers gave permission and which customers have opted out of future messages. Whether you’re sending text blasts with marketing promotions or sending out product updates via a mass text, you have to be cautious to send messages to only the customers who have agreed to hear from you and to avoid customers who have explicitly asked not to receive any messages.

To do so, use opt-in and opt-out management and keep records of which customers you can contact. Life is also much easier with an SMS platform to support you. Some texting platforms can keep track of records for you, so that as soon as a customer responds with “STOP” or “CANCEL,” they’re removed from any opt-in lists, keeping you within TCPA compliance.

2. Automate Confirmation Texts for Double Opt-in

Getting an initial opt-in from your customers is legally essential according to the TCPA. But if you get double opt-in, you create an extra safeguard to protect your customer relationship. Think about it from a customer experience perspective. I can’t tell you how many times I’ve been unaware that I gave a company consent to send me marketing emails. 

Customers may not remember clicking the checkbox during their checkout giving you permission to text them. Then, when you start texting them, it may surprise them and, perhaps, negatively impact their perception of you. Double opt-in protects you from this by giving customers one more chance to give permission. In your initial text to your customers, include a keyword suggestion like “YES” that customers can respond with to verify they want to hear more from you. 

To make it even simpler for your employees and your own management, automate these initial messages. As soon as customers finish a purchase order or request to hear from your customer service team, send an automated message to get a double opt-in. Then your system can know for sure which customers should be on the contact list.

3. Clearly Communicate all Terms and Conditions and Written Disclosures

Once a customer gives you permission to message them, TCPA requires you to be upfront and honest about the purpose of the message. Customers should always know what to expect from you. Include written disclosures and all terms and conditions in your initial text, whether it’s written into the actual text or if it’s linked out. 

To stay on top of this, each opt-in message should include info like:

    • Your business name — introduce yourself! 
    • Purpose of messaging — is it a marketing message? An appointment reminder? State your purpose!
    • Expected frequency of texts per day, week or month — how often are they going to get messages from you? Be honest.
    • Access to your terms and conditions — sharing your terms and conditions is a smart, compliant way to remind subscribers about your legal efforts.
    • Instructions for requesting help — make sure customers know how to reach you and get questions answered.
    • Instructions for opting out — like I said, always give customers a chance to opt-out.

>> Read Next: The Top 10 Dos and Don’ts of Online Texting

4. Register your 10-Digit Long Code Number

In the US and Canada, the mobile carriers Verizon, AT&T, T-Mobile and Sprint have established a 10DLC program to regulate application-to-person (A2P) texting from businesses to their subscribers (your customers. The idea behind it is to add transparency into how A2P business texting is used. And that, in turn, helps the carriers provide better protections to your customers and eliminate spam (something we can all get behind). 

So, as a part of your texting compliance, registering your A2P 10DLC and classifying your use cases are required. Texting campaigns that aren’t compliant with these carrier requirements can be charged significant carrier penalties.

So how can you stay in compliance and avoid fees? Here are four ways:

    1. Register your A2P 10DLC 
    2. Only send texts to people who’ve explicitly opted in to get texts from you
    3. Don’t text about restricted content topics (things like drugs, firearms, adult content, etc.) 
    4. Don’t try to evade the regulations. 

Ultimately, getting 10DLC registration gives your brand more credibility with customers. You don’t want phone carriers or your customers thinking you’re a scam. Keep up to speed with 10DLC standards to communicate to your customers that you’re legit.

5. Educate and Train Employees

Proper education and training should be a given, but it’s worth noting. As an admin, you can set up safety nets and use technology to support your efforts to stay compliant. But you personally aren’t sending every single message going out to customers. Prioritize consistent training with your employees so they’re aware of legal standards and understand your expectations. 

TCPA compliance is incredibly important — not only in keeping your brand legally sound, but also in preserving relationships with your customers. You can’t risk a couple of employees remaining unaware of standards. 

So create a clear-cut company policy that details all rules and procedures for sending messages in accordance with the TCPA. Add this policy to the employee handbook and make it accessible in your internal knowledge base. Hold frequent review training sessions whenever there are any regulatory updates. Keep all employees on the same page to stay TCPA compliant.

How to Send a Text From a Computer to Your Customer’s Pocket while Maintaining a Positive Agent and Customer Experience

How to Send a Text From a Computer to Your Customer’s Pocket while Maintaining a Positive Agent and Customer Experience

To give customers the best possible experience, businesses should be looking for the most flexible, most convenient communication platform. Texting may be the answer. According to TechCrunch, Americans spend about five hours a day on their cell phones. Some 92% of this time is spent on apps like social media, messaging, and entertainment. And, while customers open emails sent to them only 22% of the time, customers will open texts 98% of the time. 

If your company wants to actually be heard by your customers, it makes sense to meet them where they already are: texting on their phones.

But, if your customer service agents are sending text from a computer, what’s the difference between using just live chat vs. actual SMS messaging? There are distinct differences between the two, with chat being a bit less flexible and a bit more stuffy and formal. Customer service texting has its own set of standards and looks just different enough from email and live chat that your agents may need a run down on the best practices. 

So, we’ve compiled everything you need to know about how to properly send a text from a computer in a contact center straight to your customers’ pockets. 

Read Next: Chat vs Text: Spotting the Difference to Know Which Channel Makes for the Better Customer Experience

Best Practices to Send Text from a Computer

Enable Two-Way Conversation: 

When I’m talking to someone and just know they’re distracted and not listening to me — that’s a big pet peeve. No one likes that feeling. Neither do your customers. It’s pretty useless to offer customer service via text if the conversation is one-sided. With text messaging, customers expect to be able to reply back with questions, comments, pictures or whatever else they might need help with.

If you send out a blast text to proactively reach customers or to send reminders, be ready and willing to accept their responses. Be sure to prepare your texting team before you send those mass texts. Review the main FAQs with your agents ahead of the send so they’re prepared to respond quickly and continue to foster a two-way customer relationship. 

Be Responsive (Quickly):

Train your agents to respond quickly. Texting is unique in its flexibility. There can be more natural lag in conversation than a phone conversation. But in order to keep texting feeling conversational, agents should be ready to answer. 

Texting is quite different from email in that your customers will expect a quick answer. There’s no “a customer service rep will respond to your email message within 24 hours” allowed with customer texting during regular business hours. Luckily, when you text from a computer, your agents can type their responses quickly and jump between customer conversations fluidly. Practice with agents how to jump from customer conversation to conversation. And, keep track of their analytics to ensure response times are fast. 

Be Personal, but also Professional:

Texting customers allows for a particularly personalized conversation between your customers and your agents. But, there are some boundaries to set to keep texting customers professional. Text lingo and shortcuts like “lol” or “brb” are a bit too casual and could leave some customers in the dark. But, at the same time, texting does allow for some less stuffy ways to engage with customers. Use emojis to add personality to your texting conversation. Maybe create a list of acceptable emojis for your team to add in as they see fit. 

Keep messages positive and friendly, and not overly formal. Feel free to use more exclamation points and shorten messages to keep customers on the line. Take advantage of the opportunity to build real relationships with your customers in a format they also use to talk with their friends and family.

Make it Possible for Customers to Opt In or Out of the Conversation at Any Point:

Customers are used to texting mostly their close friends and family. While email and live chat have some formality to them and are often bound to a desktop or a browser, customers can text from the phone that’s sitting in their back pocket. You don’t want to get spammy.

Texting is the new frontier with customer service. It’s a bit harder to know how to balance the channel responsibly and respectfully. But, one important way to respect your customers is to always make it possible for customers to opt in or out of the conversation at any given point. 

Make sure your agents start any customer outreach with a proper introduction and that they give customers an invitation to end the conversation at any point. In the same vein, give customers a clear way to opt into texts from you. Build texting into your IVR strategy so customers know they can hop off the phone and take a conversation to text. Advertise texting as an option on your site so customers can take the more flexible route from live chat. 

Supporting your Texting Team with a Tight Texting Strategy

Establish and Support a Texting Team:

If you want to text customers successfully, it’s pretty important that you have the team for it during each shift. Set aside a group of agents in each shift whose primary role is to text customers. From the agent’s point of view, sending a text from a computer won’t feel terribly different from chat to email. They’re still sitting at a desk in front of a computer screen. But, the channel is different and requires a different style of conversation. 

Train your agents for this kind of conversation. Coach them on how to juggle different conversations simultaneously. Give them a separate style guide so they know how to make the conversation especially personal. Because texting customers is so different from other communication channels, it’s important it’s treated differently from a management standpoint. 

Then, when an agent is put on the texting team, they know the standards and can answer customer texts efficiently.

Build Texting into your Contact Center Platform

While texting customers doesn’t have to happen from a computer, it’s pretty important that your customer texting conversations are also built into your existing contact center platform. Why? The agents who are texting customers shouldn’t have to jump between different apps or screens just to handle a single customer interaction. This just makes for a frustrating agent experience and inefficient service. Build texting into an omnichannel communication platform so agents can interact with customers on one consolidated interface. 

Agents who text can follow a customer’s journey from phone, chat, or email to text in one platform. That lets them keep track of customer history and juggle more customers at once. You, as manager, can track customer data, conversation history, and your agents’ analytics all in one place.

Chat vs Text: Spotting the Difference to Know Which Channel Makes for the Better Customer Experience

Chat vs Text: Spotting the Difference to Know Which Channel Makes for the Better Customer Experience

Considering the different channels available to customers, phone and email are…well, not so popular. In recent years, live chat has become the leading digital communication method for customers, with 42% of customers preferring live chat compared to just 23% preferring email. And, chat has the highest satisfaction levels for any customer service channel, at 73%, compared with 61% for email and 44% for phone. 

But, what about texting? Being so similar, texting and chat can get mixed up. Is there really any difference? Do you really need texting if you already have chat functionality? Don’t they meet the same expectations for customers? Not quite.

To save you time, we’ve made up a comparison of the two to see how they are similar and how they differ. Then, your team can assess where to invest to meet your customer’s preferences.

Chat vs Text: Similarities and Differences

Chat vs Text: let’s cover some of the ways chat and text are similar:

Both channels offer asynchronous communication styles (sort of…I’ll touch on this more later):

With both chat and texting, your customers are able to take natural pauses in the conversation. They aren’t obligated to sit on hold for who knows how long, and then obligated to sit through a phone conversation. With chat and texting, customers have more flexibility to multitask — and so do your agents!

Both channels let agents manage multiple conversations at the same time:

Like I said, multitasking! With both channels, agents can talk with a handful of customers, making for a more productive contact center

Both channels invite a more casual tone of conversation:

Unlike email, chat and texting cut through the traditional formalities of customer service interactions. Short snippy messages and fewer salutations and signatures make for an all around more relaxed conversation between brands and their customers. 

Both channels allow for a quick and efficient interaction:

Think about it — both chat and texting offer customers a way to ask a brief question or get a quick update on an order status. No need to wait on the phone holding line or wait for a solid 24 hours while their email sits unread in someone’s inbox. 

Both channels create a clear written record of the customer interaction for internal use:

Even more organized than an email thread, both chat and text provide your team with a clear record of how the customer interacted with your agents, what questions they asked, where communication struggled. All in text form!

Chat vs Text: how are chat and text distinctly different: 

Chat and text aren’t really both asynchronous: 

This one falls into both camps. Live chat and text both offer asynchronous communication when compared to a phone call… until the chat session times out. Chat, more so than texting, requires much more real-time participation. 

Both the agent and the customer have to maintain the conversation in a given window of time and then the timer starts counting down. I can’t tell you how many times I’ve started a chat conversation and as I’m waiting for the agent to answer my question, the chat ends. 

Text, on the other hand, is truly asynchronous. It lets the customer flexibly participate — initiating and re-initiating a conversation without losing their place. Sessions live indefinitely, always able to restart.

Chat is bound to a place, texting is much more mobile: 

With texting, customers aren’t tied to a computer screen the way they are with chat. Instead, customers can respond straight from their mobile device wherever they are. Whether out grabbing groceries, hitting the gym, or sitting in the school pick up line, customers can send a question at any point, anywhere. 

Chat is more formal, texting is much more personal: 

I’m not sure about you, but I don’t text many (if any) people I haven’t met personally. Texting is a much more personal form of communication than live chat. Partially, this is because chat is typically done through a company’s website. With chat, there’s always this question in the back of my mind — am I talking to a real person or just a robot? But, when you text a brand directly, agents can add personal flavor to a conversation. 

Chat requires customers to repeat themselves more, texting provides a clearer communication trail: 

It happens — sometimes you think you’ve asked your last question to the customer service team…but then, oops, another one comes up. When a few hours go by and the conversation between agent and customer has dwindled, your customer may have another question for you. 

With chat, the customer would have to re-open a chat, restate their information, repeat the same context as before and then get to ask their question. How annoying! With texting, your customers and the agents can easily stay in the same thread, letting customers and agents alike to see past conversation, gather context, and move onto the new problem with ease. 

With all of these similarities and differences, how can you know when chat vs text fits your customer’s preferences? 

This or That: How to Know if Chat vs Text Fits Your Needs

So, chat and text have some similarities and differences — so what? Which channel do your customers prefer? 

Both channels benefit your contact center. Chat provides your customers a way to immediately reach you through your website. When they seek support, a chat box is ready and waiting for quick help. Because it’s embedded into your website, this lets agents direct customers to pages, help articles, and other resources directly on your site. Chat gives your team a manageable way to juggle multiple customer interactions simultaneously and keep good records about those customers. 

That being said, the benefits of text messaging ultimately provide customers more flexibility in their experience. Firstly, texting is a wildly popular form of communication. Over 6 billion texts are sent in the U.S. every day. And those texts have an astounding 96% open rate. Because texting is so widely used, customers today are incredibly comfortable with its functionality. 

Although text messaging isn’t embedded into your company website, texting lets your team easily send media — like images, links, how-to videos, pdfs — to customers. Customers can also easily snap a photo or take a screenshot of a product issue and send that over text. Agents can even add emojis to messages to boost engagement. The experience overall is comfortable and personalized. 

When it comes to chat vs text — I think we know which one is more preferable. Allowing customers to carry their customer service help in their back pocket with them wherever they go ultimately offers customers a better customer experience