With purchases just a click away, there is a growing need for quick and efficient support. Brands that rely solely on interactive voice response (IVR) risk lower customer satisfaction (CSAT) scores. The inefficiency and high cost of voice agents can also cause revenue loss.

In response to these challenges, many companies have incorporated SMS deflection as a strategy to enhance CSAT and optimize operations.

• • 63% of people would rather message than call customer service or email
  • 66% of people are more likely to shop with businesses they can contact via messaging

Managing Long Wait Times

Redirecting to SMS during periods of high call volume due to seasonality, technical problems, or other factors can help brands foster satisfaction by providing fast and efficient service. By using this channel, customers have the option to request a callback to their mobile number within an expected time frame. This allows them to feel in control of the conversation rather than being stuck in an IVR system.

After a call concludes, it becomes difficult to re-establish contact due to the restrictions imposed by do-not-call regulations. With SMS deflection, customers opt into a continuous, always-on communication channel. By analyzing a person’s buying behavior and actions, messages can be tailored to their preferences. If a customer reaches out again through SMS, they can be directed to the same agent they previously messaged (if available), a specialty team, or prioritized in the queue.

Improved Engagement

Enabling chat-based communication can offer quick and convenient interactions, saving time and resources. Shifting to digital channels allows for the sharing of assets that wouldn’t be possible in a traditional voice channel. Customer self-service can be improved with the help of interactive bots that offer features like FAQ documents and links within a contained conversation. With SMS, agents can handle multiple queries simultaneously, boosting operational efficiency and reducing wait times. 

Providing Extended Support

Another advantage of chat channels is having the capability to provide support at any time of the day. This guarantees that a customer’s position in the queue is maintained, and their inquiry will be answered during regular business hours. The opt-in feature can start the initial conversation through chatbots, potentially resolving issues faster. Adopting this approach can contribute to enhanced first call resolution (FCR), resulting in higher CSAT scores and improved retention.

Operations Improvement

Switching to SMS deflection offers significant benefits in terms of productivity gains. Voice is typically singular, and often the most expensive channel. When agents can handle and resolve more chats through messaging, this gives them control over response speed, improving quality and accuracy. Lower stress levels in agents show positive outcomes such as increased performance, decreased attrition rates, and higher morale.

The use of automation in digital channels reduces average handling time (AHT) by taking care of repetitive tasks like customer authentication and clarifying intent. Advanced analytics become possible with SMS’s interactive nature, providing valuable insights for optimizing workflows. Consistent high rates of messaging opt-ins may suggest a need to review the FAQs on the support site for better clarity or adjust workforce management to address understaffing.

• • 74% of customers feel more connected to a business they can message directly
  • 73% of U.S. contact centers plan to implement AI and ML within the next 12 months
    
    

Turn SMS Deflection Into Your Competitive Edge

By implementing SMS deflection, businesses can achieve first-call resolution rates of over 90%, significantly boosting customer satisfaction and loyalty. Whether starting with small call-smoothing initiatives or embracing full-scale chat integration, the potential for improvement is vast, and organizations can’t afford to miss out.

Discover how you can level up your CX with IntouchCX solutions today.