 Improving Customer Service
Zerorez is an innovative carpet cleaning company that has more than 50 locations across the US. Using text messaging has made it easier for them to follow up after appointments to determine the quality of the service. This has helped them to more quickly identify any problems that might have occurred. Since implementing, the business has seen increased loyalty, more positive reviews, and a higher NPS score. “People are much more comfortable texting back and forth in most cases,” said Chris Carson, the head of marketing at Zerorez. “So if they’ve got a problem, we’re able to quickly respond.” Read the entire Zerorez story » Streamlining Communication, More SalesFrom the beginning, Joseph Howeth, president of RepairAll, a 14-location mobile phone repair business in California, recognised the power business text messaging could play in his success. Howeth has enabled Google Click-to-Message at all of his locations, which has made it much easier for customers and potential customers to engage him via text message. The business began to receive text messages from customers almost immediately after enabling Click-to-Message. Many of those interactions have led to sales or in-store visits. Read the entire RepairAll story » Growing Your BusinessIt’s not often that you need to get in touch with your insurance agent, but when you do, it’s typically pretty urgent. That’s why having a business texting solution is so imperative for insurance agents. To ensure his customers can easily get in contact with him when they need him the most, Mario Aguilar, an insurance agent based in Andrew, Texas, has his customers program his textable number into their phones when he’s onboarding them. Now, if they’re traveling and need insurance cards or if they’ve had an accident and need help, he’s just one text away. In the past, Aguilar's staff was often tied down with phone calls handling these types of customer issues. Now, they are able to multitask and focus on growing their book of business. “I can fire off all types of communication back and forth without picking up the phone and tying up the line,” said Aguilar. Read the entire Mario Aguilar Insurance story » Saving Time and MoneyPierce Flooring used to waste a lot of time calling up customers trying to confirm appointments. A lot of times the customers either weren’t home or missed the call. As a result, his staff had to make multiple calls before getting in touch with the customer. Since implementing a business SMS, they have saved a considerable amount of time because after firing off the appointment confirmation text, responses from customers come in much faster. This is because their customers are more comfortable with text messaging and can quickly respond from wherever they are. This eliminates the lag that previously existed. It also has reduced the number of no-show appointments from about 30 a month to approximately one. Read the entire Pierce Flooring story » Handling Sensitive ConversationsRonald Haulman, Executive Director of Neptune Society Funeral Home and Cremation Services, has the task of working with people who are dealing with the loss of a loved one. During these times when people are grieving, it can be hard for them to talk on the phone. When Haulman came across technology that made it easy for his staff to handle these situations via text message, the decision to give it a try was easy. Since Neptune Society started texting with its customers, it has been able to build stronger relationships and provide even better service. It has also resulted in an improved online reputation for the business. Additionally, having the ability to text with its customers has enabled the staff at Neptune Society to be more productive. Read the entire Neptune Society story » Getting More ReviewsBruce Titus Automotive Group, a four dealership auto group based in the Puget Sound, needed a way to collect online reviews on a more consistent basis. Their dealerships weren’t getting bad reviews, but they wanted to find a way to collect more. In order to accomplish this, they implemented an online review management platform that utilises text messaging as the primary delivery channel for the invitations. Since rolling out this new solution, Bruce Titus Automotive Group has improved its overall star rating from 4.0 to 4.5 and collected more than 2,500 new reviews. Read the entire Bruce Titus Automotive Group Story » |