Mastering the text messaging customer experience

Text messages are typically read within three minutes and responded to within one hour. It’s no wonder text messaging is fast becoming the channel of choice to engage consumers at the lowest possible cost. Join this webinar on June 10 to explore real-life successes and lessons learned from industry-leading companies. Make the most of this powerful channel to deliver a cost-effective, customer experience.
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Text messaging provides a cost-effective way to connect with customers on their preferred channel.

Just text me. That’s the phrase that people are hearing more and more often as smartphones become the preferred communications device for the majority of the world. In fact, according to Pew Research, 97 percent of smartphone users text on their phone at least once a week. The writing is on the wall – mobile is one of the best ways to reach and engage consumers of all ages.

While emails can end up in junk folders and phone calls can be ignored, more than 90 percent of people read a text message within the first three minutes of receiving it, according to MobileSQUARED, a mobile research firm. And, most of texts are also responded to within one hour – all at a cost of around $0.03 a message. It’s no wonder text messaging is fast becoming the channel of choice to engage consumers at the lowest possible cost.

Further, texting provides a cost-effective way to connect with your customers in the personalized way they expect. And, recent Nuance research shows one-third of respondents say digital channels provide the information they need with less person-to-person interaction.

Is your business leveraging this opportunity to interact with consumers on their preferred channel while cutting costs? Even though sending a text is relatively simple, knowing how to leverage it effectively for customer service – while meeting compliance regulations – can be a daunting task, especially if you’re starting from scratch. Luckily, there are plenty of other companies out there having success with texting and they’re willing to share their experiences.

We teamed up with eHealth Insurance, Time Warner Cable and Sharp HealthCare to showcase real-world successes and challenges, when engaging your customers through texting. Here’s a snapshot of a few of their most notable achievements:

  • Time Warner used text messages to boost late bill collections by 49 percent
  • Sharp HealthCare achieved a 94 percent engagement rate and cut missed appointments by 25 percent
  • eHealth attained a satisfaction rating of 4.41 out of 5 while lowering costs

Join this webinar on June 10 to hear these real-world examples of how texting provides a cost-effective way to connect with your customers – providing the information they need, when they need it and coordinated across channels. Register here: Mastering text messaging: keys for success.

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Mastering text messaging

In this first Webinar of a series, Nuance explores real-life successes, trends, as well as key compliance issues with text messaging to help businesses make the most of this powerful channel.

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Vance Clipson

About Vance Clipson

Vance Clipson, senior principal, industry solutions for Nuance Communications, focuses on vertical-specific marketing and strategy with an emphasis on healthcare. Clipson brings 25 years of experience translating industry needs and data into market strategy and programs for Milliman, PacifiCare Health Systems and the American Cancer Society.