How Texting Impacts Service and Support in Your Organization

How Texting Impacts Service and Support in Your Organization

By Gigi Peccolo

March 15, 2016 - Today’s customers want to engage with your business on more and more channels. In fact, a recent study by NICE Systems and BCG found that customers use an average of 5.6 channels to contact a company. And one of the channels they’re using is text messaging, a channel that’s been on the rise in recent years. A 2015 study from Pew Research found that despite the popularity of mobile apps, texting is the most-used app on smartphone.

Texting for Customer Service

When it comes to customer service, a 2014 Harris Poll Study found that 64% of customers would rather text than call for customer service. The aforementioned NICE study also found that texting is the highest-rated channel in terms of quality of experience, beating out other digital channels, as well as traditional service channels like voice and IVR.

Why (And How) Your Retail Store Should Be More Active on Twitter

Why (And How) Your Retail Store Should Be More Active on Twitter

By Michael Janowski

February 24, 2016 – Is your retail store active on Twitter? No? Well then, get on it.

Seriously. Just bookmark this article and come back later. I won't be offended.

The success of any retailer is predicated on consistency day-in and day-out. This consistency is often portrayed by workers that follow a system without deviation, so much so that it can feel robotic and impersonal especially at the point of customer engagement. The larger the operation, the more evident it becomes.

While consistency is key and valued by your customer, being impersonal often leads to customer churn. Loyalty is cultivated by being personal, knowing and valuing your customer. In today’s social economy, there are many ways to differentiate your company by engaging in a professional and personal level with your customer.

Enter Twitter: the social economy's not-so-secret-weapon. Your retail store needs to be on Twitter because it needs its own identity. You and your team need to be able to set yourself apart in the real and virtual space if you plan on outperforming the field. Here's a list of six great things you can do in retail with Twitter: