Take a look around: Everyone is texting, all the time. People text when they are in line for a coffee. They text while they’re waiting for the train (and more when they sit down). They text at work, and then they go home and text some more. Texting has become the most widely-used form of communication, with no sign of changing any time soon.
Consider the fact that 98 percent of U.S. adults between the ages of 18 and 29 own a device that can receive text messages. For the majority of them, texting offers a convenient way to reach out and be contacted about everything from customer service to special offers. For instance, some studies have shown that as much as 90 percent of business leads would rather receive a text message than a phone call and more than 50 percent of consumers would rather text for customer support than call.
To stay in touch, your business needs to mobilize in order to connect with customers, business partners, and internal team members who are on-the-go. With the right solution, texting is a seamless addition to your current communications tools and can help you stay engaged with your target audiences.
One of the easiest ways to mobilize your business is to implement a robust unified communications as a service (UCaaS) solution with SMS and MMS functionality.
Here are some of the benefits of using this type of solution:
Reduce Shadow IT
One of the top concerns that administrators have about allowing workers to text is that the company will lose all control over its communications with customers and clients. “Shadow IT” occurs when employees use their own devices, and their own applications, without any company oversight.
With a secure UCaaS portal in place, employees can send messages over any device—mobile or desktop—in a way that is highly secure. With this method, all company communications can run through a UCaaS app. This can help prevent data breaches, and rogue communications.
Centralize Chat History
Another major concern about shadow IT is that it makes it difficult to track ongoing chats. Conversations, after all, typically need to be recorded and saved for quality, safety, and compliance purposes. With a UCaaS system in place, administrators can easily access chat histories through the cloud whenever they are needed—regardless of the device. Customer data can also be exported into a CRM system or shared with research and development.
Search For Messages
UCaaS also makes it easier to provide customer service. Oftentimes, a customer service agent will have to look back at previous interactions to resolve an issue or obtain background information on an account. It helps to have a single portal to search for messages whenever it’s necessary.
Enable Seamless Customer Service
Contact centers today are challenged to provide omnichannel service. Agents need to follow customers across various channels, as they move from online chat to voice to SMS. With a quality platform, agents can move as customers do. All communications can take place in a single platform, instead of disparate systems and devices.
It’s amazing how communication can improve when employees have an easy and intuitive messaging portal at their convenience. UCaaS makes it incredibly easy for team members to share ideas and chat throughout the day. It can help move projects along, and build camaraderie. Employees can ask each other questions, expedite resolutions and exchange important information. It’s also a great way to boost communication between different departments that would otherwise have minimal contact—like the C-suite, marketing and sales.