How to Get Started
Like any new tool, businesses must consider how to best add texting into their day-to-day operations so it’s strategic and effective. Whether you’re totally new to texting or you already have some infrastructure in place, check out this list of best practices for adding texting to your business number.
Establish Business Goals & Parameters
Before you get started, consider how texting will fit into your business goals and operations. Use the following questions as a guide to get you to the right solution:
- What business goal(s) will texting address? Do you want to improve customer service experiences? Or are you looking to decrease hold time?
- Do you want control? Or are you more hands-off? Do you have the resources to manage a comprehensive texting platform in-house, or would you prefer to partner with a texting service provider that offers a turnkey solution?
- What does your budget look like? Operating on the lower end of the budget spectrum? Maybe a texting pilot program is best until you get further buy-in. Flush with cash? Consider a customizable and comprehensive system.
- How will this impact personnel and training? If you’re adding texting to customer service, do you know who will be answering the texts? Or, will your agents transition easily from chatbots to texting?
There are three options for text messaging consumers. Each relies on a different infrastructure and thus has its own inherent benefits and ideal use cases.
Pick the Right Platform
Choosing the ideal texting platform for your business is highly dependent on your current operations and future goals. For example, if your company already employs a contact center with chatbots, adding texting may simply require the installation of a new app or a CRM update/extension.
On the other hand, if your company is totally new to texting, a more robust, specialized platform with message templates and security features may be more your speed.
Businesses, however, can’t text enable numbers on their own – they need the support of a Service Provider that is authorized to text enable on their behalf. Visit our Find a Partner page for a listing of Service Registrars that can help identify the right platform for your business.
Understand the Rules of Engagement
When you employ business texting, there are specific rules and regulations that you must adhere to in order to avoid costly fines and other repercussions. Follow the Telephone Consumer Protection Act (TCPA), Cellular Telecommunications Industry Association (CTIA) guidelines and per operator acceptable use policies when texting consumers.
Get Everyone Onboard!
Texting is a proven business tool with the power to improve your omnichannel strategy. In fact, 41% of surveyed companies with texting noticed an increase in sales and 49% reported improved customer experience. Build up the business case for texting at your company with our latest report.
New Research at Your Fingertips
Texting is a proven tool in today’s competitive business world—can you afford to get left behind? Consider this: Companies with texting see an average of 10% growth year-over-year. Plus, 41% noticed an increase in sales and 49% reported improved customer CX. See how business texting can help your organization deliver a better customer experience and increased bottom line.
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