Penulis The days of the single channel “call center” are gone, replaced by multi-channel contact centers. An important part of the customer service channel mix – texting via SMS – can create dialogue and support digital consumer needs.
As more companies and consumers take advantage of mobile, the financial industry now finds itself at a crossroads. Research from Zipwhip shows that consumers attempted to send more than 400,000 text messages to Fortune 100 companies’ toll-free numbers during a one-year period.
Of those attempted messages, 50% were sent to Fortune 100 financial services companies. Considering the number of customers attempting to contact financial institutions via SMS using their toll-free phone numbers, there is an enormous amount of pressure on these companies to support this “mobile-first” mindset by text enabling their toll-free numbers for customer support.
Mobile has become the new normal and is shifting the customer engagement paradigm. Customers expect to receive information at the right time, on the right device. To continue to provide superior experiences and retain customers long-term, it is crucial for financial institutions to create strategies that incorporate mobile messaging into the communication channels that customers prefer using.
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