Best practice ideas for business texting and live chat. Collect payments, reviews, surveys, and forms via text.

Another Captivated Success Story: Advantage Home Health Care

Advantage Home Health Care, located in Muncie IN, has used Captivated to maximize communication across all entities involved in the delivery of home health care, while enhancing the patient experience, improving internal operations, and reducing costs.

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Another Captivated Success Story: Coast Air Center

Coast Air Center, located in San Diego CA, is a provider of premier aviation services to the Southern California region. They have dramatically improved contact with service customers and facilitated invoice payments -- with Captivated and its Text to Pay functionality.

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What does Poor Customer Service REALLY do?

We are all aware that poor customer service affects your business negatively. But what makes customer service "poor" and what are some of the negative effects of bad customer service? Poor customer service often consists of automated self-service, long wait times, inadequate attention to detail, and inexperienced customer service agents (Salesforce). Customer service might also be bad because of a rude customer service agent.

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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.

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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.

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