4 Mobile CRM Advantages Your Sales Team Will Love

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Mobile phone use is no longer new or progressive. It’s expected.

99% of people old enough to work, own a cellphone. And 90% of those devices are smartphones. There are even more mobile devices in the world than people. So why not add an app to the device everyone has in their pocket?

If you’re not using a mobile CRM for your sales team, it’s time to start.

Keeps Your Sales Info in One Place

A mobile CRM keeps all your information in one spot. It doesn’t live anywhere else — you don’t have to upload from one system to another or worry about what information you stored where. With a mobile CRM, you know where everything is.

A Mobile CRM Boosts Confidence

Because you’ll use the CRM regularly on your phone, you’ll quickly become comfortable with it. You know the process and how it works. And the more confident you are in storing and accessing the data, the more confident you are in your delivery.

Related: How to Implement A CRM With Your Sales Team

Remember when you were scared to check your bank balance in college? You were poor, and you didn’t know how bad the numbers were. So what’d you do? Avoid it. The same happens with CRMs. If you’re not comfortable with the program, you may avoid it and skip follow-ups. But if you feel good about your CRM (and it’s helping you reach your goals), you’ll follow up.

Why Not?

As great as a CRM mobile option is, some people are hesitant to buy in. Why? Usually, it comes down to the decision maker’s needs and accountability.

Different people in the organization want different things from their CRM. Marketing and IT people want the reports and integration. Salespeople want a tool that’s easy to use. And whoever purchases the software decides which needs are most important.

Plus, a CRM mobile app is a newer concept, and some people don’t want to carry the responsibility of making a company-wide software change. It’s like my friend who was having trouble with IT equipment told me when I asked him why he didn’t change, “No one ever got fired for buying Cisco.” He knew other IT software worked better, but he was protecting his job. If a brand-name product had problems, blame wouldn’t fall on him. But if a lesser-known product messed up, he’d likely take the heat.

The Biggest Advantages of a Mobile CRM

But in reality, it’s not that big of a gamble. A mobile CRM like CallProof offers all the spreadsheet options marketing professionals love about traditional CRMs while increasing the reliability of your data and offering some great options for your sales reps. Here are its four greatest perks.

1. It Updates Data Immediately

The biggest advantage of a mobile CRM is the ability to update data as you go. You don’t put it off until later. Because you update the info right away, you won’t forget about it. After all, if you don’t have the data, you can’t get an accurate report.

Plus, you don’t miss the nuances. See, this is what usually happens: people write down their notes. Then, at the end of the day or week, they update the CRM. But they miss some things. When you wait, it’s easy to forget the details of the conversation. But if you update immediately, you keep the spirit of the message and still remember the details.

Related: Why Your Salespeople Hate Using Your CRM – And How to Change Their Minds

2. You Always Know Who’s Around You

A mobile CRM gives you the option to search by location no matter where you are. That means you can get real-time information on each business nearby. If you walk into a medical plaza, you can pull out your phone and see exactly who your customers and prospects are in the building. And if you have a GPS feature on your app, that’s even better.

3. Keeps Info Accessible

Once you see who’s nearby, you can pull up their full history. You’ll know exactly where you (or another salesperson on your team) left off and can pick up where the last conversation ended.

4. You Always Have Your Phone

A mobile device is the one thing you always carry with you. So you don’t have to think of another thing to bring to appointments. Having full access to your CRM is as simple as grabbing your phone.

Usually, you’ll use your mobile CRM immediately after an appointment. But there are some features even your customers will notice as a perk. We work with a lot of farmers. They love the speech-to-text feature (like I do) and the other hands-free options. Recently, I got a call from the VP at a farm equipment company. When I asked how he heard about us, he said, “Well, we were having a contest at an Ag show. As people entered, it took a while to get their answers to our questions and enter their contact information. Then this guy comes up to me and asks, Why don’t you have what my seed guy has?! He just hollers into the phone, and my seed shows up!’ When I talked to his seed guy, he told me about CallProof.”

Turns out, the seed guy used order forms on his mobile CRM. And not only did it make his life easier, it made the process better for his customers too.

A mobile CRM works better for everyone — it gives the salespeople an easy-to-use app where they can enter data in real time. And it gives the marketing and IT department information they can count on. Even the customers notice a difference in your efficiency. So, if you’re not taking full advantage of the device everyone already has, give us a call and see how CallProof can work for you.

How to Implement A CRM With Your Sales Team

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Productive. In a word, that was my weekend. I cleaned out the car, re-organized the garage, and even fixed a few things around the house. But there was a problem. I never did the one task I needed to get done. Why? I was avoiding it. And, in an unconscious effort to delay getting to it, I kept finding “better things” to do.

Have you ever done this? There was some dreaded task looming over your head, so you worked at any (and every) thing else?

We all avoid things we don’t like. And if your sales team doesn’t like your CRM, it’ll likely fall to the bottom of their to-do list: the task to complete once all other possible tasks are finished.

Sure, sometimes, salespeople deliberately try to hide their lack of activity — so they don’t follow your sales implementation. But more often than not, they’re just avoiding it. We can always come up with something better than the task we don’t want to do, right?

But why is a CRM so dreaded to the salesperson? Because it’s not built for them.

Who’s the CRM Built For?

Most CRM systems are built for the people who buy them, not for the people who use them. When marketing and IT directors purchase CRMs, they look for the benefits of various data aggregations and spreadsheets. They’re not thinking, “How user-friendly is this for a salesperson?”

Instead, they’ll choose the CRM with features they find helpful, set it up, then require the team to use it. The team will do what they’ve always done. They’ll keep writing things down throughout the week, following their individual systems for managing clients and prospects, but now they have an added responsibility to keep the software updated. So they likely need to block off 4-5 hours every Friday to update their data — a job no one really wants to do.

To the marketing director, the CRM is great because it generates fantastic reports. Yet, to the salesperson, a CRM can be difficult to navigate and entering data becomes cumbersome. So what do they do? Mediocre salespeople make up their data to get by. They want the spreadsheet to say they’re doing a good job. Top performers don’t have time for that. They’re out doing their job, not messing with reports. So they constantly tell their managers that they just don’t have time to get to the data entry. Consequently, the sales manager ends up with skewed numbers that don’t accurately reflect activity.

How To Implement A CRM With Your Salespeople

If you want to get accurate data, you have to find a sales implementation strategy that works for everyone — directors, managers, and salespeople alike. So choose a CRM that fits into their workflow — not one that creates more work. An easy-to-use CRM should make their job easier. It should be a tool that enables them to organize their prospects, document their meetings, and keep track of clients so they can boost their sales. It shouldn’t require them to change their schedule or add another item to their to-do list. A CRM should be a tool that will benefit both of you.

Once you choose your solution, find a partner to help you adopt it. The CRM needs to work for your company and your strategies. Then make sure you have the support necessary to train your sales team so that using the CRM is no longer an obstacle.

We all put off things we don’t like. So, if you want your team to use a CRM, choose one they’re equipped to use, not something they want to avoid.

4 Ways to Increase Adoption of Your Sales CRM

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The biggest problem with your CRM is that salespeople aren’t using it. And without salespeople on board, a CRM isn’t much help.

If you’re ready to get the most from your CRM, here’s how to get your team on board.

1. Input Data in the System

Without data, a CRM is useless. So, at CallProof, we launch our CRM with data already entered.

We start by interviewing the management. We ask, “If I started working with you today, how many prospects should I have in my database?” If a sales rep doesn’t have prospects, that’s their number one excuse for not using a CRM and for their consequent low activity. We want to eliminate all the objections to using the system. So, once we know how many prospects a salesperson needs when they start, we enter data for them.

We first collect their current prospects’ and clients’ information and enter it into the system. Then we find more prospects from a variety of lead sources. This way, your salespeople start off with a full database of their current contacts, plus new prospects they can reach with the push of a button.

Data is key. That’s why we load the initial data for you.

2. Establish Norms

Once you have the data, establish a process for using the CRM. Every sales team has their own sales opportunity file system or “steps of selling” process. So make sure your team understands classifications of clients and selling sequences. Clarify when a new prospect goes into the CRM — when you first get their information or after you’ve made contact?

Then create norms for classification. How should you identify customers? Do you distinguish between a pharmaceutical lead and a doctor lead? Know how you plan to sort clients. Are certain lead sources classified differently — like trade show leads? When you create a way to see where customers come from, you’ll understand which of your resources work best.

A clear process for sorting clients and understanding the onboarding process is critical. So make time for a management meeting that includes key salespeople to evaluate your process before you train the entire team. First, you have to build the plan. Then you can use the CRM to deploy it.

3. Teach the Process

After you’ve established your methods, we make the CRM work for you. We’ll teach you how it functions best for your company. Via training calls, we show you what the screen looks like when you’re adding a client, what to do when you’re done with a client, how to order notes, and how to sync the emails. We’ll use the app screen and web portal so the team becomes familiar with each CallProof interface.

4. Provide Ongoing Training and Support

We also record each training call so future salespeople have access to the same information. When new sales reps join your team, you’ll be able to onboard them right away with access to the pre-recorded training. We even use a company called Thinkific to host our content and provide a quiz at the end of each video. Why? Quizzes help people focus on the training material. Without them, they aren’t as engaged. So we help you hold your team accountable.

With intentional data and training, we make adopting CallProof an easy transition for your business. CRMs don’t have to be a struggle for your sales team. When a CRM really works for you, adopting it is easy.

The Average Salesperson Wastes 2 Hours a Day — Here’s Why

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We’ve all experienced decision fatigue — when we’ve made so many decisions we can’t make one more. But we’re exhausting ourselves on the wrong decisions, namely, figuring out who to call.

If we eliminate all those choices about who to call, we’ll be able to focus our thinking on more important tasks during the day. So how do you get that decision off your plate?

First, you need a central place to store your previous contacts. Most people don’t have an easy place to store their data. Some just try to remember it. Others use a notebook. But sometimes they forget to take thorough notes. And even when they don’t forget, they have to go through each page to decipher and sort information.

The choice of whom to call becomes clear when you can see a chronological list of whom you last contacted. Then you simply go in order. So what’s the best way to gather all that info?

Don’t Collect Data — Make the CRM Do It for You

Any worthwhile CRM collects data automatically. Don’t rely on people to enter it. Some people think they can remember it all, but they just can’t. Can you remember whom you met with three days ago? There’s little chance you’ll be able to recall the details. (And even if you do, why use your brainpower to remember something an app can remember for you? Channel that effort towards sales!)

Each company cares about two things: existing customers and prospects. And every person you contact is a potential customer. An automated system makes sure no prospect (or client) goes unnoticed.

After storing the contact info for each person you see, an app like CallProof sorts the data. With a click, you can see whom you need to contact. The app has done all the sorting and filing for you.

Moreover, you can set reminders about how frequently to call your customers. We all know that it’s harder to get a new client than an existing customer to buy. So make sure to contact existing customers as regularly as they buy from you.

Identify Hunters and Farmers

You can also maximize effectiveness by making sure your salespeople work to their strengths. On your team, you have hunters and farmers. Farmers build relationships and take care of existing customers. They handle accounts and keep customers happy.

Hunters find new customers and close deals. But then they move on. The key is identifying the different types of salespeople you have. When you find hunters, keep them hunting! Once they close a deal, hand off the account to someone who will cultivate the relationship. Then you keep your hunters free to sell.

There’s a real danger to your profitability if you force your hunters to be customer service reps. Strong hunters grow your business. So eliminate anything that slows them down. You don’t want them bogged down by paperwork or dealing with customer service issues. Instead, keep them selling as much as possible.

3 Questions to Ask Your Salespeople About CRMs

Is it time for you to change CRMs? Your CRM should make everyone’s job easier — documenting data automatically, keeping salespeople on task, and preventing missed opportunities. If you think your CRM is lacking, ask your team these questions.

Does our CRM dis-incentivize you?

If each client requires manual documentation, you may be crippling your top salespeople. That means the more sales they close, the more updates and entries they’ll need to enter each week. Instead, automatic data entry logs their contacts without slowing them down.

Do you know how many calls you made yesterday?

When you do something repeatedly, it’s easy to lose count. You may think you called 40 clients yesterday when you actually talked to 20. If it’s not recorded automatically, these numbers are hard to track.

Have you every forgotten to follow up?

Let’s say I have a prospect I cold-called, met for an appointment, but forgot to follow up and document. Now, that sale goes away. So how many calls will it take to make up for that missed sale? Automatic entries and follow-up reminders keep prospects from falling through the cracks because of human error.

The right CRM eliminates wasted time — whether it’s time you spent deciding whom to call or logging a contact. A CRM like CallProof simplifies everyone’s job while making your business more successful.

The Value of Having ALL Sales CRM Data in One Place

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Have you ever made a list, only to lose it before it was even used?

It’s frustrating to take notes and keep track of information, only to misplace it later. But while it may be frustrating in some circumstances, it’s costly in others. Client information is one of the most valuable resources in business. If you misplace it or the right people can’t get to it, your business suffers.

We want ALL client information in one spot. No matter who talks to the client at what time, all calls, emails, files, interactions, and notes need to be in one place.

How It Helps

Centrally located information helps in many areas, but transition periods reap huge benefits. When you promote a salesperson and reassign their territory, a new person shouldn’t start from scratch. Often, outside salespeople work a territory for a few years, and when they leave, they take their information with them. Then the new person gets a new prospect list and spends months re-creating those relationships.

But what if they could pick up where the last person left off? With a CRM that stores information in one place, they can. And the transition becomes smoother for everyone prospects, customers, and salespeople.

How It Works

So how does that happen? You could require salespeople to log all client interactions diligently (and hope they do it). Or you could use a system that automatically updates itself.

That is what CallProof does. It logs all the phone calls, emails, and meetings automatically. Salespeople handle clients the way they always have, while CallProof syncs up and logs the interactions.

Here’s what used to happen. First, I had to remember to call or email Joe. If I remembered (and didn’t snooze my calendar alert for six months), I logged into the CRM afterwards, and made my notes.

Now, CallProof tells me to email Joe. I email Joe, and CallProof automatically updates itself. If I included an attachment, it automatically uploads that attachment to the client’s file. If anyone else on our sales team emails Joe, it stores the information too. CallProof aggregates the information for us.

I hate change. So I do the same things I always did. But CallProof figures out the way I work (so I don’t have to change), and then puts the information where it needs to be.

Why It Works

CallProof offers this solution, but no one else does. Why? We found out what the people who buy and use CRMs want. Only after talking with usability experts, aesthetic consultants, and many marketing and IT buyers, did we build our CRM.

Salesforce.com was one of the earliest “software to service” solutions. Buyers consider it a safe buy because it’s well known. No one will fault them for buying this age-old service. But just because it’s popular, that doesn’t mean it’s the best solution.

The Right CRM

If you want to buy the right CRM, recognize each solution for what it is. Figure out why it works the way it does. Was it built to market or built to work?

CallProof was built to work, then we just happened to sell it later. We built it because we realized that the other CRMs didn’t work. They operated, but they didn’t fit with sales culture. When they were effective, it was because salespeople changed their mode of operation. They took on extra work to get data into the system.

Marketing buyers think about the end goal. They want to be able to market to any potential demographic middle-aged dog owners who live on the east side of town and drink coffee. They want options to create “cool charts” with the variables. But they forget to think about how that information gets in the system to start with. Sure, the marketing options and campaign potentials are appealing, but they’re useless without accurate data.

IT people look at solutions in terms of technology. They want a solution with a solid operating system. Since they know how to build systems, CRM services sell to these buyers with discussions on certifications and firewall technology. CallProof has all that too, but that’s not the most important factor.

No matter how solid the technology or what demographic specifications it pulls (which CallProof does too), the solution won’t work without data. And that’s the last thing people think about when they’re buying, even though it should be the first.

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How to Calculate the Real Cost of a Sales CRM

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The best deal on paper isn’t always the best deal. Your CRM invoice may look like you’re spending a few hundred dollars when you’re actually investing thousands. So how do you know the true cost?

When you’re calculating the real cost of a CRM, start by adding up the setup fees and monthly costs, but don’t stop there. You also need to calculate the value of your time.

Time: The Hidden Expense

Time is money especially when you’re on the job. When a CRM requires a large time investment from you and your employees, you lose money. So ask yourself, “Do I make more money for the company updating the CRM or doing my job?”

Here’s an example. If an engineer’s billing rate is $100/hour, and they spend six hours managing the CRM, that time investment results in $600 lost revenue.

If you decrease the time you spend managing the CRM, you save major money. Let’s say this same engineer now uses a different CRM that only requires two hours to manage. That time shift saves the company $400.

How to Figure Out Your Total Cost

Start with setup fees and monthly fees. Then factor in the time it takes to set up the CRM, who does it, and what their time is worth. Now, add the amount of time that each employee spends in the system every week according to their approximate hourly rate. That’s your true cost.

Here’s how it adds up. Which of these solutions costs less?

  1. You spend $10 per user/per month. Then each user spends 40 hours a month updating data.
  2. You spend $30 per user/per month. Then each user spends five hours a month updating data.

When you factor in time value, B is your obvious deal.

A CRM may seem like a good deal on paper, but when employees have to spend numerous hours working for the system (rather than it working for them), you lose more money than you may realize. Instead, calculate the real deal. Spending a little more on an efficient solution saves you thousands in time.

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Why Everything You Know About CRM Is 100% Wrong

Everything You Know About CRM Is Wrong

Successful companies have always recognized the need for a CRM. They have a responsibility to their employees, vendors, and customers to keep information organized. But old CRM methods no longer make the cut.

Now, as people work anytime from anywhere, salespeople need customer information at their fingertips. They need data in one place that they can access or enter from a phone. Fancy spreadsheets and unique demographic pulls are no longer the priority any service can do that. What matters is accessibility.

The Problem

When business leaders decide to shop for CRM solutions, they usually delegate it to marketing or IT. Some plan to use that information from a marketing perspective to nurture prospects. Others send it to the IT department because it’s a technology solution. And IT technicians can figure out what will work with current software. What leaders don’t think about is the end user the salesperson.

What Typically Happens

CRM solution companies know who buys their solution and it’s not the individual sales rep. Therefore, most products appeal to marketers or IT technicians and disregard the ease (or difficulty) of entering the data.

After salespeople make calls and visits, taking notes and tracking appointments, they need about five hours each week to enter all that data. But they lack either productivity or time. Low performers often make up their data, completely skewing the CRM information, while top performers don’t have time to enter all their activity.

Instead, you need a CRM system that updates activities automatically. When a CRM depends on each sales rep spending hours each week correctly recalling their activities, your data won’t be reliable.

With old CRMs, you needed to remember to email your prospect. Then you’d craft the email, send it out, log into the CRM, and make a note of what you did. Now, CallProof reminds you to email your prospect, you send the message, and then it automatically copies your email to the contact record (along with any attachments). The activity is automatically updated, and you’re free to move to the next task.

CallProof also updates in real time. Why? So you can manage in real time. It’s not about micromanaging, but rather keeping your thumb on the pulse of activity so you know what’s going on. You can check in or follow up as needed.

The 3-Minute Sales CRM Test

How long does it take to enter data in your CRM? If it takes more than three minutes, that’s too long.

With CallProof, you can make any data entry in under three minutes. You can also find information you need for a visit, select the result of your appointment, or book a new meeting within that short time.

Your sales team (and people in general) procrastinate tasks that take too long. In fact, they often put tasks off so long, they never complete them. That’s why CallProof keeps the process quick and easy.

CallProof gives you a solution that stores functional, accessible, and accurate data in a central location. Because of that, our adaptation rate is stellar. It’s the easiest CRM for salespeople to use, which means companies get more reliable information and better results than from any other service.

Instead of thinking of CRM as a tool to generate reports, focus on how you’re going to get the information into the system. How can you take this burden of documentation from your day-to-day employees, and yet have data at your fingertips? CallProof is a solution that automatically does this for you.

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The #1 Reasons CRMs Fail

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You can almost feel the collective shudder when you mention the words “new CRM” to salespeople. The last thing a salesperson needs is another thing to do! And adding a new CRM often feels like just one more responsibility.

Most people hate trying new CRMs (for good reason) because it gives them another task to think about but doesn’t generate profit. What they don’t realize, is that CallProof isn’t just another CRM. It’s a tool that eliminates some of their responsibilities, letting them focus on what they do best — sell!

Salesperson Buy-In

Managers — it’s time to start selling again. If you want a CRM to work, your salespeople need to use it. So sell it to them.

As you prep your team for CallProof, remember they’ve been through new CRMs before. Most (if not all) have created more work, making their jobs tougher. CallProof simplifies. It generates the reports so your salespeople don’t have to.

Here are three reasons why your salespeople will love CallProof and why it’s worth the learning curve:

1. It gives them more time to sell.

Those reports salespeople hate filing — CallProof takes care of them. Each call and appointment are filed by client and time. Then, when your salespeople need to see a client’s history, it’s at their fingertips. Now they don’t have to waste time filing reports. Instead, they can spend that time meeting new prospects and working with clients.

2. It streamlines their day.

Interrupting sales time to take notes and fill out spreadsheets diverts your salespeople’s attention. Toggling between “sales mode” and “report mode” disrupts their focus and makes them less productive. CallProof works alongside your sales team — automatically logging their appointments and calls. Also, they can voice-record notes on-the-go without ever having to sit down to document.

3. It communicates with you, the manager.

With automated reporting, as a manager you know what’s happening in real time. That eliminates the need for some of your salespeople’s check-ins, freeing them to focus on their daily sales. Then, if you see an area where you can help, you have the info you need to get the right tools in their hands.

Spend time explaining these perks to your sales team. Sure, learning a new process is a little painful in the beginning, but they’ll see a difference quickly. With this CRM, they can sell like they always do. The only thing that changes is that more tasks are automated so they can sell more.

If your salespeople don’t buy in, the CRM won’t work. But with a little time educating them about how much better their jobs will be with CallProof, you can have great reports, they can focus more on selling, and you all can reap the benefits.

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The Pocket Follow-Up Formula: A Simple Trick for Improving Sales Lead Follow-Up Success

Callproof Pocket Follow Up Formula Sales Leads

What if I told you there’s a secret to sales lead success that’s as easy as 1-2-3?

Would you believe me if I said the secret lies in… business cards?

You may not see the connection right away, but you will.

Business Cards: They’re Not Just Paper and Ink

If I gave you a peek into my pocket, you‘d find three things: credit cards, some cash, and business cards.

When someone hands me a business card, that tiny card represents a whole lot of potential. So every time I receive a card, I hold onto it long enough to run it through a three-step process:

  1. I thank the lead in an email
  2. I add the lead as a LinkedIn contact.
  3. I add the lead as a contact.

I told you it was simple.

But here’s why this simple pocket follow-up formula is so important: A relationship begins with the passing of a business card into your hand, but it has to end with an event.

The card merely serves as a reminder of what you need to do in between.

Once you follow the three-step process for recording the interaction, then you need to follow up with the lead in some way, so you’re ready for “event” status.

And only then should you get rid of the business card.

The Sales Killer: Failing to Follow Up

The cards you collect are important, but you can’t keep score based on the ones that stay in your pocket. Sales lead success depends on follow up. That’s why the pocket follow-up trick works so well.

Callproof Turn Business Cards to Money

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Here’s how it works in real time.

Let’s say I’m a roofing contractor and I get a new lead. I put the business card in my pocket, knowing that I’ll get to the lead when I follow my 3-step process. Once I’m back at the office, in front of my desk, I get to work on the follow-up process.

  1. I email the lead, thanking him for giving me some time to introduce myself and talk.
  2. I search for him on LinkedIn, and request a connection. (Then, I find out everything I can about the lead.)
  3. I input all of his data into my contact management system.

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After those steps are completed, I decide how to follow up. I give him a call. I ask him about his roof’s condition and how old it is. We talk for awhile, but the lead doesn’t want or need a new roof at this point. I thank him and hang up, making a note to follow up at some point in the future.

A few months later, after a tornado blows through the area, the lead calls me up and asks for my help putting on a new roof. Once this “event” takes place in his life, he’s ready for the new roof. And because of my follow-up success formula, my business is top-of-mind.

But not only that, I win his business, because of the strategy I follow, day in, and day out. All it takes is the simple habit of storing business cards in your pocket. Then, you can improve your sales leads’ effectiveness and turn business cards into money.

What’s your favorite way to ensure you don’t forget a follow-up with a prospect?


75% of Your Customers Would Rather Text You Than Use Social Media

textinggirl It’s challenging for businesses to keep up with trends. One trend worth implementing in your business—and putting it through the necessary changes—is the mobile revolution. But not for the reason many people think.

You see, it’s not social media that’s currently transforming customer service; it’s texting. Learn why your business should do whatever it takes to let customers communicate with your business via texting.

Proof of texting’s value

If you do even a small amount of research, you’ll find studies show that consumers are interacting with businesses using an unexpected tool. They reveal that consumers are opting to text as the go-to resource. Here are just a few examples:

  • Over half of the respondents in a HeyWire study say they would prefer texting a customer service rep instead of other methods they are currently offered.
  • Perhaps most telling, the same study shows that 75 percent of consumers would choose texting rather than social media tools to communicate with customer support reps.
  • When opting to use texting over social media to communicate with customer care, respondents report that texting overcomes the lack of impact that social media lacks, in addition to providing a sense of immediacy and intimacy for consumers.
  • About 31 percent of consumers who own mobile phones opt to text over talking on the phone, revealing a strong preference for the convenient, manageable communication tool.
  • Approximately 83 percent of American adults have a cell phone (either standard or smart phone) and 73 percent of these cell phone owners use texting for a variety of purposes.
  • Finally, consumers report that they prefer using texting to resolve issues related to customer service.

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Social media’s falling star

Companies have been slow to adopt text messaging, even though it holds a lot of potential for effectively communicating with customers and resolving problems. There’s a reason for this: Businesses have looked at texting in the wrong way. They’ve seen its potential for marketing, but as a result, it’s also viewed as potential spam that consumers will just block.

But used as a customer service tool, texting can be very effective.

Consider how social media really works as a communication tool:

If a consumer jumps on the internet to voice a concern on social media, that message is broadcast to everyone who’s following the feed at the moment—and everyone who sees the retweets later.

United offers a great example of this negative incentive at work. After a passenger broadcast his negative experience with United damaging his guitar on social media, the company’s stock fell by 10 percent. Instead of resolving the problem, social media as a customer service tool actually worked against United.

Think about it: You’re encouraging customers with a complaint about your business to discuss with the world what could potentially be very real problems with your product or service. Consumers believe that broadcasting an experience with terrible customer service will lead to a refund or discount. In this sense, social media can really damage your reputation.

On the other hand, text messaging is private. It is an interaction between your business or customer care rep and a single customer, so it’s a much more personal way to communicate—and it won’t mean simultaneously broadcasting complaints over the internet, either. Customers get quick responses to their needs, too. A final bonus: You can use texting as a fraud prevention tool, because you’ll be able to track the phone numbers of customers in your customer relationship management system.

Put texting to work for your business

Your business can and should adopt texting as a leading way for customers to get in touch with you. Get the word out about the tool, and let customers know they can use it. Include the option to communicate using this tool clearly on your website or customer service site, letting customers know that they can opt to communicate via text instead of waiting on the phone, on hold. Use specific call-to-action phrases such as “Text us your question,” or “Here’s the number to call if you want us to return your call.” RetailReply has a unique feature where businesses can try out texting responses.

Is your business ready to adopt one of the most promising customer service tools available today? Offer text messaging to your customers, and be prepared for an onslaught of text messages. Who knows, your business phones just might become silent—and a thing of the past, like landline phones have become for many households across America.