“Do we need business texting?” 4 departments at your company that benefit
Ready to make your company even more efficient? Hoping to convince your boss that your team needs to adopt a business texting platform? Need some convincing yourself about the benefits of business texting within your department?
Here’s an overview of key areas within four departments where a texting platform like Skipio could play a beneficial role. We put together these uses cases from real conversations, interviews, and experiences with Skipio clients.
Whether the customer service team needs to answer questions from prospective customers or current ones, texting allows the team to interact quickly and easily. Though bots and chat features on websites do serve useful functions at times, texting is equally convenient in many cases and proves more personal.
People may want to text customer support about:
- product availability
- product/service descriptions
- hours of operation
- appointment scheduling
- currently advertised sales or promotions
- basic troubleshooting issues
- simple how-to advice or tutorials
With the Skipio app, employees and teams keep the platform with them wherever they go.
If customer service agents get assigned to handle specific customer accounts, those account managers should be assigned their own specific numbers. The account managers can share those numbers with their assigned customers. That sort of VIP service shows a heightened level of customer care, allowing teams to provide even better service. (More on this soon…)
The easiest way to request feedback and reviews is also through texting. Shortly after an employee helps a customer – whether that’s online or in real life – the employee should send a text asking about the experience. Linking someone directly to a review site makes it even more likely a customer will leave feedback.
Skipio Reviews, available to current Skipio users only, gives your company the best chance of getting more positive reviews that drive future business. Log into the Success Center to add on Skipio Reviews.
Considering how little time sales professionals actually spend selling, they need tools that give them back their time. That’s why so many benefits of business texting exist for sales.
Easily set up appointments for demos or introductory meetings via text. Link people to a calendar and have them choose the time. Then send confirmation and reminder texts to make sure they show up. Because people are most likely to buy from the company that responds to their inquiry first, responding with texting helps reps be that first responder.
SMART Campaigns and SMART Integrations help you send messages immediately after someone makes an appointment. Never miss a follow-up.
Beyond lead nurturing, texting also works great for reviving “dead leads.” Sales teams often keep information of people who weren’t ready to buy for whatever reason. But maybe now some of those people are ready. By reaching out via text to check in or offer a deal, you quickly and easily reconnect with dead leads. Plus, with texting this outreach can actually be personal.
Texting current customers also isn’t the sole responsibility of customer service agents or support teams. For reps who maintain relationships with customers, texting is an easy way to initiate an upsell. If a sales rep knows that a customer might be a good fit for a certain package, membership, or service, they can reach out with a quick text to that customer.
SMART Integrations help you reach out automatically before events like membership expirations occur so that you can set up appointments, a perfect time to upsell.
Marketing departments get to use texting in some of the most creative ways, so the benefits of business texting are especially prevalent.
If there are customers who the sales team or customer service team developed a strong relationship with who they know love the company’s products and/or services, texting them to get quotes or testimonials speeds up the process.
Skipio’s Message Library helps you send these requests even quicker. Write them once, save them, and use them whenever needed.
In order to properly market a business, the marketing team needs to clearly understand their customers. Why not initiate that learning through texting?
Along with gathering testimonials, the marketing team may want to set up appointments for customer interviews. This could help them verify buyer personas and determine what aspects of the product could be improved. Customer interviews could also turn into customer videos, with real people telling the story of your company and its impact.
When it’s time for a marketing promotion, send customers coupons and deals via text. Little acts of customer appreciation go a long way. These messages, written by the marketing team, could be sent from the numbers of customer service reps – texting their specific customers makes it even more personal.
For a whole customer appreciation week, create a Drip Campaign and send messages out automatically, filling in personalized information with Custom Fields.
Texting is a great way to promote sales and special events, especially if you know certain customers will be excited for specific products to go on sale. With a customer’s purchase history or product interests saved to your CRM, you can personalize the messages even more.
When planning events, whether virtual or otherwise, invite customers via text and share the Online RSVP on your social media, encouraging your guests to share it as well.
Being able to communicate internally on a large scale is a huge advantage to HR departments. But emails routinely get ignored and go unanswered. Texting proves to be an excellent method of in-house communication.
Many companies require employees to go through specific trainings. Reaching out to people to remind them to complete certain trainings or courses can easily be done through texting. This helps you create a more educated and cohesive team and business.
Create a Drip Campaign for each training and add people to those as needed, reminding them at certain intervals how long they have to complete each training.
A big part of creating and maintaining an awesome company culture is making sure employees feel like they belong, especially new employees. Reaching out to new employees at 30 days, 60 days, and 90 days is never easier than with texting. That way no one falls through the cracks.
Just as you create Drip Campaigns for training reminders, create “new employee campaigns” for employee outreach and evals.
Texting also allows you to easily schedule appointments with seasoned employees at review points or even when it’s time for exit interviews as people move on to new ventures.
Appointment confirmations and reminders automated with Skipio allow everyone to be on the same page.
Use it to your advantage that people have their phones with them throughout work. When you need people to show up to important meetings, easily alert and remind them with a quick text.
Now that I’ve covered so many benefits of business texting, I think you can see that the answer is yes. You do need business texting.