PRESS RELEASE: Telerx, a 30-year leader in multi-channel engagement of consumers, patients, healthcare professionals and enterprise personnel, has launched an SMS (Short Message Service) and MMS text messaging solution that enables texting to existing 1-800 toll free numbers — empowering leading consumer product brands to deliver services via customers’ preferred channel of choice.
According to a recent Harris Poll, 64 percent of consumers would prefer to use texting over voice as a customer service channel and 77 percent of millennials with texting capabilities are likely to have a positive perception of a company that offers text capability for support.
As text messaging continues to emerge as the leading channel of communication for consumers, Telerx’s cloud-based texting solution delivers advanced technology that enables a single 1-800 number to support both texting and multimedia images and video. Through Telerx’s agent-friendly portal, agents can handle multiple text message conversations all in one screen, while viewing the history of each conversation for context — streamlining the process and increasing agent capacity, while reducing contact center costs. Additionally, keyword-based auto reply messages can be set up to handle basic questions such as product location, allowing consumers to receive a relevant response even during unstaffed hours.
“Telerx researched the top 25 consumer product companies globally to determine which were providing texting as a customer service channel. The results of our research were surprising. Only one of the top 25 was offering texting as an option for a select number of their brands — revealing the industry is leaving significant opportunity on the table by not taking advantage of texting as a consumer affairs channel, even though consumers are eager to engage,” said Mike Brannan, Telerx’s Chief Innovation Officer. “Core to Telerx is our commitment to technological innovation to enhance the customer experience. Consumer product brands are in need of advanced texting solutions that provide the essential tools to more effectively interact with a prospective customer during a purchase decision and deliver high-value results, including new customer acquisition and increased customer loyalty.”
Consumer product companies can leverage texting to engage and support their consumers throughout a variety of basic and more advanced scenarios, including:
Point-of-Sale Consumer Affairs Support: Consumers can text brands right from the store — at the critical point-of-purchase decision — with their product questions, helping to negate competition and improve customer loyalty.
Offers at Point-of-Sale: Brands can increase sales by providing offers such as coupons, recipes and loyalty programs to their consumers while they shop.
Enhanced Consumer Complaint Resolution: Consumers can text a picture of a product issue for immediate resolution, and the company can gain immediate insights into product quality issues.
Proactive Outbound Messages: When leveraged strategically, brands can let consumers know in advance of upcoming renewals or loyalty program offers via their channel of choice.