You’ve probably had some exposure to texting technologies, whether you invest in one or have talked with a provider. In the R&A Engage package we offer Text Request as a solution for communicating with customers via text. This is software that installs a widget on a website so customers can chat in real-time with members of your staff with no cap to the number of texts allowed. We asked one of our agency partners how Text Request has benefitted them:
We tried Text Request because we were curious if customers really wanted to interact with our store via digital communication. We have been blown away with the amount of interaction we are seeing from customers through our website, and we love the fact that any member of our staff, from delivery, sales to management can use the tool to communicate and monitor conversations we have with customers. We use Text Request for two main functions, including general questions and sale inquiries through our website, and to communicate with current customers regarding order status, delivery notifications and follow up after delivery. We are seeing a very high level of engagement and satisfaction from our customers because it fits into how they communicate on a daily basis.
– Chris Chamberlin, George’s Furniture
Since installing Text Request, our clients have seen a 62% increase in response rate compared to a traditional email contact form. Furthermore, 53% of customer texts are product/price inquiries. Our agency partners are making sales online through Text Request or bringing in qualified customers with precise knowledge of what they are looking for.
6 Ways to Use Texting Technology
1 – Make A Sale
More and more you are going to encounter someone who prefers to do business and make a purchase via text. Although driving people into your store should be your number one priority, don’t lose out on possible revenue by ignoring digital customers.
2 – Answer Questions
Your customers are doing online research before making a purchase. Make it possible for them to reach out via text to learn more about your products or inquire about availability and price. This level of support can set you apart from online competition.
3 – Communicate With Customers
With unlimited texting through Text Request, it’s possible to utilize texting technology to keep in contact with customers regarding their order status. This is a sure-fire way to compete with big corporations and take your customer service to the next level.
4 – Delivery Notifications
Empower your delivery team to text customers one or two stops ahead of time to prepare them for delivery. This will give your customers time to make necessary arrangements and may prevent your delivery team from encountering hurdles along the way!
5 – Follow Up Text
Use texting as a way to capture feedback from customers after delivery. This will help customers feel heard and may even provide you the opportunity to course correct before an angry customer turns to a public review on the internet.
6 – Special Offers
Start building a list of people who opt into receiving offers via text. This gives you the opportunity to reach out to them organically with special offers and keep them updated about events. This will be increasingly important as Gen Z enters the workforce.
There have also been other benefits to using Text Request. Chris also says, “I love how Text Request allows us to view and monitor our interactions with the customer. I can see every communication that flows through Text Request on my phone or computer. It provides me the peace of mind, knowing that our staff is following through with the customer and to learn how we can use digital tools like this to better serve our customers going forward.”
Text Request also allows owners to set up automatic responses during closed hours with messages that someone will respond during normal business hours, and the software is set up so that each customer contact is treated as an “up” to the sales team. Whoever is first to respond to the inquiry owns that “up” just as they would on the showroom floor.
Have you invested in a texting technology?
R&A wanted to make sure furniture retailers are utilizing the best possible texting technology. With easy website integration, auto response options, and unlimited texting, we believe our texting platform gives retailers the chance to compete with any company in their market. Read about the 25+ features that Text Request offers here, or text “Text Request” to 614-389-9616 to learn about pricing.