The Compelling Case for more efficient communication. Business Texting for all ages.

Using a new, more effective channel to communicate with ALL ages We know that communication is the key to delivering great customer service and to driving loyalty. So that begs the question, why are we still forcing people to use “two struggling channels” (phone and email) to communicate? Why not introduce messaging as an alternative to connect with your audience? Since 2014, there have been more cell phones in the United States than people. It is hard to find an adult anywhere that does not have their smartphone within arm’s reach and who does not prefer texting to emailing. The best part about texting is we don’t have to train people how to use it; some can even do it blindfolded and of course “look ma, no hands” for those voice to text users. It is amazing how many organizations we run into that believe their customers don’t want to text because of their age yet they expect them to navigate a complicated company/patient web portal. Oftentimes, I hear business owners or office managers tell me, I am not so sure our clients want to communicate via text. Think about it, how do you think most of your clients/patients are reaching their children and their grandchildren? Throw in the fact that the average consumer is getting conditioned to NEVER pick up their cell phone because of the ever-increasing number of SPAM and ROBO-CALLS. Note, there are more than 2.5 billion Robo-Calls each month. If you were to conduct a quick survey of your clients, you will find that a majority of them prefer texting, irrespective of age. In many...
Somebody, Please Pick Up.

Somebody, Please Pick Up.

We live in an age where instant gratification is king. For many, myself included, when we want something, we want it right away. Growing up, my dad liked to give me the friendly reminder from time that, “Patience is a virtue.” While I respect his words of wisdom, I also believe there is a time and place for patience. When it comes to customers, your business is going to get the best results by tending their needs quickly. In the business world, we clearly see how instant gratification comes into play by the drastic decline in the use of voicemail. Recent statistics from Forbes magazine reveal that 80 percent of callers sent to voicemail simply don’t leave a message because they believe their message will not be heard. Additionally, a recent survey by eVoice found that only 33 percent of people listen to voicemail from business contacts, and only 18 percent listen to voicemails from numbers they don’t recognize. Despite some of these shocking statistics, voicemail is still used daily. So what does it look like when voicemail is used? According to a study by Nuance Communications and Research now, most voicemail messages are not heard for at least 8 hours. Furthermore, uReach Technologies says that 30 percent of voicemails linger unheard for three or more days! Let’s be honest. You don’t want to leave a 60 second voicemail after the beep, and you certainly don’t want to listen to one. Your business’ time and energy could be spent doing more productive things, and your customers do not want to wait days to hear back from you. So, as...
3 Reasons Your Business Should Text

3 Reasons Your Business Should Text

  We’ve all been there. You’ve been on hold with your insurance company for ten minutes, passed around to different departments, and no one has the answer to your question. Did you know that the average person will spend 43 days of his or her life on hold waiting for a call? (PR Newswire). Responsiveness is key to the satisfaction of customers, and timely responses can greatly influence your customers’ happiness. As texting is now the most prevalent form of communication in the country, there are important reasons your business should be texting customers. SMS text messages have an off-the-chart 98 percent open rate (Mobile Marketing Watch). In addition, 90 percent of these messages are read within a 3 minutes of delivery (Forbes). Intrigued by the impact texting could have on your business yet? Keep reading. Texting is Efficient. Time is of the essence. Barry Greene, President and CEO of Med Practice Informatics based in Connecticut, says that texting has the ability to dramatically increase office efficiency. On average, practices can reduce staff time from one hour, per doctor, per day to less than 10 minutes by using text messaging (American Medical News). With texting, employees can minimize long, lingering conversations that eat up time. If a customer has a question, he or she can simply send a text message to a business’ dedicated text number. This system is a win for both parties. While that customer is skipping the annoying period of being put on hold, the employee is answering the customer’s question quickly while continuing the work that’s right in front of them. If multiple clients are trying to...