Customer experience is the result of every interaction a customer has with your business, from visiting your store to speaking with your reps over a text or call. Every interaction impacts your customers’ perception and their decision to keep coming back or not.
But customers aren't always in your store so how do you stay top of mind and create warm, memorable experiences with your customer outreach program?
We believe that one-to-one text messaging is the most universal way that people communicate. Modern wireless retailers embrace this medium because it's more intimate and guests love it.
Our Customer Success team recently hosted a webinar on "How to Master Conversation Over Text" where we shared best practices on:
Reps need to keep the conversation going by asking open-ended questions. Getting customers to talk about their likes and dislikes about their devices (battery life, storage, camera, etc.) are great ways of earning trust. Customers are looking for expert advice, they just need to be nudged in the right direction.
Although tempting, a text message isn't the best medium to make a sale. The ultimate goal should be to book a meeting or set an appointment in-store. When face-to-face with your customers, that's when it's more appropriate to directly sell a renewal, an upgrade, some other device, or a protection plan.
Although a seemingly obvious tactic, a simple appointment reminder can often be overlooked. Encourage your reps to log appointments, share their availabilities, and text reminders and meeting confirmations a few days before the agreed-upon date.
Break away from the idea that conversations over text should be scripted. Coach your reps to be as human as possible with customers. In a world of chatbots and automated mass marketing, your guests will appreciate it.