Now Is A Good Time
If you’re like me, your mobile phone rings quite often from the dreaded “unknown number.” I can’t tell you the last time I answered one of those calls. In fact, according to industry stats, about 97% of these calls are going unanswered. Even when I’m expecting and wanting a call, if a call comes in from an unknown number, I let it go to voicemail.
At Chatbox, we’ve been helping some companies with this problem. A small change in flow has led to dramatic increases in connection success — upwards of 50% improvement.
The solution is to simple. Ask your customer via text message when a call would be most convenient.
“Hi, this is <name> from <COMPANY>, following up on your request for more information. I’d love to help you. Is this a good time for a call?”
This commonsense method treats the customer with respect. The eventual scheduled call can even then come from the same number the text message is sent from so the customer recognizes the number and knows to answer.
It is fairly straightforward to automate some of these processes. If the customer responds with something like “how about noon?” we can use artificial intelligence and natural language processing to schedule the call automatically. In cases where the customer just wants to ask a quick question, we can escalate to a human effortlessly.
The benefits here are obvious. By allowing customers to schedule their calls, you get a higher connection rate, less wasted time leaving voicemail/followups, and a much more respectful, mobile-friendly customer experience.
Our customers implementing these strategies have seen more than a 50% increase in successful customer connections, leading to a 40% increase in gross bookings compared to the traditional “unscheduled call” process.
Calling isn’t dead — it just needs a little tweak to make those call times more suitable for the modern, mobile customer.
Chatbox is a simple, scalable, solution for businesses to communicate with customers where they respond best — messaging. Use automation & Instant Apps to provide efficient and personalized messaging experiences for your customers.
Text us at 855–641–3831 to find out more