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Striving to become a world leader in putting people first in their Customer Experience. Read more

Move from Voice to Messaging

It’s time for brands to join the conversation

Our lives are more digital and more connected than ever before. People expect 24/7 access to whatever and whoever they want at the speed of now. The ability of brands to connect with customers via their preferred communication channel has become imperative to provide a great customer experience.

Move from Voice to Messaging

Connect with the customers the way they want it, wherever they are at any time.
With the rise of messaging apps, the means of interacting with your target audience is changing. Customers are gradually moving away from calling, making instant messages their preferred communication method and the new tool to meet future demands.


Table 1. Usage of IM channel for communication with customers


Nowadays, digital interactions surpass voice ones. Text messaging is one of the digital channels contributing to that increase. According to a recent research[1], 16% of the companies have used IM channel for communication with their customers in 2013th with this number set to increase to almost 60% in 2017.


From real time to real life 

What are the benefits of Messaging?

Come in and leave the conversation, which saves precious time:

Traditional voice channels require a customer to give up a portion of their time in one go. Finding the space to deal with that in their day could be challenging. That is why features like messaging allow customers to ping off a conversation and revisit the chat at a more convenient time.

Customers are everywhere. If they are working, travelling, looking after the kids or in the middle of making tea they’ll have the flexibility to come and go from the conversation without having to spend their time with a phone to their ear.


Some other benefits of using a Messaging system:


  • allows brands to maintain a conversation even if a user switches between devices such as a tablet, laptop or desktop computer or cell phone (iMessage, Facebook messenger, WhatsApp, etc.);
  • increases engagement opportunities with customers to drive up- sale and cross- sale[2];
  • unlike Live Chat, Messaging options allow starting a conversation that the customer can revisit at any time;
  • improves customer experience to drive loyalty and satisfaction;
  • enables brands to have a more meaningful connection with customers;
  • moves the focus from real time to real life creating connection at any time and from any location;
  • cost-effective;
  • customer centric;


Messaging system designed to better suit customers lifestyle

Give customers the channel of choice:
• Text messaging (SMS)
• In-App, mobile and web messaging
• 3rd Party messaging integrations, including Facebook Messenger, WhatsApp, etc.
• Live chat for desktop, mobile and tablet

IVR Deflection

Deflect phone calls from callers already in the IVR by offering them an option to switch to mobile messaging. Deflection can be configured at any stage of the IVR tree by sending a text message to the consumer. Typically in the first 3-5 months brands deflect 30% of calls from the top of the IVR to messaging. Here are some immediate benefits of IVR deflection:
 - 30% of uncontained calls deflected to messaging;
 - Agents are twice as efficient;
 - Agents are happier;
 - Lower agent attrition and no new headcount;
 - Messaging leads to overall cost saving of around 20-25% at customer brands;
 - CSAT rating increase 10 points vs voice.

Providing consumers with a digital choice lowers the volume of calls connected with agents, decreases the length of call queues and provides an overall improvement in customer experience.


Texting can integrate with your CRM or other data source

Customer service conversations don’t exist in a vacuum—they’re supported by data to help agents better understand the customer, their background and their current problem. There are texting solutions that integrate with existing CRM, ticketing system or other data source.

By giving agents a full overview of the account, including previous or existing cases, opportunities and even potential leads, brands can offer more personalized and informed experience to their customers. Agents could also get an instant access to pertinent customer’s information without having to open a separate browser window to manually check records, etc. Furthermore, some existing integrations remove inefficiencies caused by the need to export and combine data from different platforms. Together with higher CSAT, this maximizes agent’s efficiency and consolidates reporting.


Something to consider

Messaging has a powerful impact on a brand’s consumer relationship and opens the door to longer lasting and more meaningful connections.  With messaging, consumers have the freedom to choose when and where to engage with brands, starting a conversation that always stays connected.
Every brand should be messaging with their customers.

In 60K we’re constantly working to transform the way we interact with our clients’ customers and to provide the latest technology to help us meet and, where possible, exceed customer expectations.
We are here to make your interactions with customers easier.
60K offer a full “Turnkey” solution including embedding and supporting the instant messaging functionality on Clients brands on 24x7 basis.

[1] Research conducted between 2013th and 2017th amongst international companies, working in sectors: Travel and Tourism, Retail, Telecommunication, Lifestyle and Leisure, Insurance, E-commerce.

[2] You might be interested to know that:
   - 90% of all smart phone owners use messaging Apps such as iMessage, WhatsApp, Facebook Messenger, Twitter, etc.
  -  The average open rate of text messages is 97% vs 22% for e-mail;
  -  90% of all text messages are read within 3 minutes after being received;



Tips for choosing an outsourcing partner

Whilst outsourcing can definitely save you money, especially in the short term and hence looks like a very attractive proposition, it can be a real disaster if the partner you choose, doesn’t meet the requirements that you originally specified, or, expected!


Outsourcing isn’t just a question of saving money, it should also lead to improved performance and improvements in Customer Service and your Customer’s Experience!  By outsourcing your non-core activities to an expert in the field, who is experienced in providing high quality service in a number of vertical markets, you can safely and confidently concentrate on developing and expanding your business without fear of losing control.  The other benefit for working with an Outsourcing Partner that covers multiple vertical markets, is that they can share best practices with you based upon their experiences of working within other markets to your own and this gives you access to consider whether certain initiatives, or, processes carried out within another sector could be replicated, or, applicable to the one you serve.


So to assist you in your endeavours, I would like to remind you of 6 essential tips you may wish to consider when choosing an outsource partner: 

1. Make sure your provider is PCI or HIPAA compliant. There are various certifications in this day and age but focusing on the most important ones can be one way to effectively verify the provider’s standards of operation. As long as your provider is compliant and can prove it with a PCI, SAQ form you should be on the right path. Make sure it’s the V3 version.


2. The biggest is not necessarily the best. Make sure you choose the right size company for you. The largest providers are not necessarily the best, especially in the contact centre industry; if you are outsourcing between 5 – 300 staff positions it may be better to choose a midsize organization. A large provider can have up to 200,000 employees and your business may not be given the focus or the priority that it deserves. If you are outsourcing 5 to 300 agents for example, finding BPO companies that might have between 1000 – 2,500 staff members could be a very important; if not the most important, decision you could make as you should get greater importance placed on your business, as your contribution to the Outsourcer’s bottom line will demand the attention and importance that you rightfully deserve.  A recommendation here is to make sure your provider has multiple customers and no one customer represents more than 30% of their revenues.



3. Ensure that the outsourcer’s customers are well known as you can be sure that customers such as these will have done their homework and due diligence to ensure that they are working with a true and trusted partner.  Never be afraid to ask for your outsourcer if they can put you in touch with a customer, or, two with a view to obtaining a reference.


4. If you are offshoring for additional savings, seriously consider going nearshore. Nearshoring is picking up very fast and there is a big reason, for example: if looking for English language support, most staff learned their English while living in the US and the UK this makes nearshore countries have a big percentage of the population that speaks fluent or near native English.  Differently from providers based in the Philippines, India and other parts around the world where the only exposure they may have had is TV commercials and movies.  Add to that, some nearshore countries have a fully Eurozone economy and all the European brands are a part of the local commerce and because of proximity (an incredible advantage at just 2.5 to 3 hours from all major European capitals) to neighbouring European countries access to major European languages is most certainly easier should you wish to expand your brand, or, footprint.


5. Work environment is key. BPO providers in the majority of Europe can experience a 90% – 110% attrition rate. Nearshore providers may typically only deal with 20% – 55% and Asia between 55% - 90%. Considering these statistics; attrition rates throughout the industry have been known to be high and the only way to get around this matter is having an incredible company culture, and hiring staff that not only are hardworking and process oriented but with extremely good human/people skills. Make sure your provider of choice guarantees constant communication and an integral training certification process. We have found that Investors in people works very well.


6. Facilities. There are thousands of ‘garage’, or, ‘warehouse’ operations call centres claiming they are bigger than they actually are. If you cannot have an onsite visit, it is recommended to always ask for pictures and if possible a video tour of the office and its facilities. Also make sure you ask the right questions: How many seats are available? How many are staffed? What do they provide for staff? Restaurant, gym, games room, break out areas for relaxation, transport to and from the premises etc. and make sure everything adds up.  In other words, does what’s provided by your Outsourcing partner match with what you offer, or, would like to offer your employees?


Needless to say 60K meets all of these requirements, so if you would like to find out more please feel free to drop us an e-mail or call us.