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Why Texting Needs to be a Part of Your Workforce Optimization Strategy – Rich Weborg

texting for customer service

“Research done by Harris Poll and commissioned by OneReach found that over 60% of customers would rather text than call your business for support.”

That quote is taken from the ICMI article “Why Texting Needs to be a Part of Your Workforce Optimization Strategy” by Rich Weborg. Your customers have adopted texting as one of their favorite forms of communication, and your business should be prepared to serve them accordingly. By adopting texting as part of your contact center’s customer service, you will reduce costs and call volume while making the customer happier. Weborg’s article elaborates on the following ways companies can use text messaging in their contact center:

  • Respond more with fewer agents
  • Review transcripts
  • Guide the conversation
  • Send out automated surveys

To read the full article, please click the link below: 

Why Texting Needs to be a Part of Your Workforce Optimization Strategy – Rich Weborg



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