Back to News & Events

Why messaging should be a part of your contact center blueprint

In this installment of our customer experience (CX) series, we are taking a deeper look at messaging.

Let’s chat. Why messaging should be part of your contact center blueprint.

When it comes to engaging with customers, messaging is often where businesses will find success.
Globally, 5 billion people (approximately 65% of the world’s population) send and receive SMS messages, while 80% of the North American population use text messaging.

Add to the mix that open rates surpass 90% (according to multiple sources) and the speed at which people read their messages is astonishing – with 89% reading them within 30 minutes of receiving, and 70% do so in less than five. All this combined, there’s no question that messaging can be a very powerful and effective tool.

For CX professionals, it’s important to understand that messaging itself comes in many different forms.

Let’s start with 10-digit long codes (10DLC), which is the standard telephone number we all use for wireline and wireless, as well as personal, residential and business phone calls. Given that texting capabilities are native to all mobile phones, messaging with a 10DLC number can be fairly simple for businesses. Plus, in addition to supporting international delivery, when registered properly, a business’ 10DLC number can accommodate messaging at volumes higher than that available for person-to-person messaging. By text enabling phone numbers, businesses can engage in two-way customer conversations and, ultimately, meet the needs of the  60% of consumers who have indicated that they would like the ability to text with businesses about customer service queries. Other topics that consumers are most interested in texting about include shipment tracking and order status (both at more than 39%), as well as scheduling reminders, alerts and billing  – further emphasizing the value of this channel for businesses.

Toll-free messaging takes this value a step further because it can meet the needs of customers and offers additional benefits for businesses – from ubiquity and consistency, to brand protection. Here’s how:

  • Toll-free messaging works on any phone, meaning that there is no need to rely on a mobile app, which requires a consumer to both install and keep tabs on. In addition, unlike mobile apps, notifications for toll-free messages cannot be turned off.
  • Text-enabled toll-free messaging also means that a business can keep it consistent for consumers while protecting their brand. Since texts come from the company’s established toll-free voice number (think vanity numbers like 1-800-FLOWERS or 1-800-MATTRES). This helps ensure customers and prospects are contacting and responding to their business, versus a company they don’t expect.
  • Text-enabling toll-free numbers provides a convenient and preferred way to address general customer service needs – from common queries to reminders and alerts.

Whether leveraging 10DLC or toll-free messaging, it’s always important to keep security in mind, especially with the growing volume of spam and scams amidst legitimate text communications, which can erode consumer trust. Businesses should look for solutions that can streamline processes for company verification and approval.

In our next article, we’ll take a deeper look at short codes and why they can be a business’ new CX (and marketing) friend.

In the interim, if you’re interested in learning more about the numbers that matter, let’s connect.