Text Request Talks
3 Customer Service Tips with FRANdata’s Edith Wiseman
Business texting can improve your overall customer service, you just need the right tactics in place.
Here’s how to use text messaging to speed up your communication and develop your reps' customer service skills.
This article takes insights from our Text Request Talks podcast with Edith Wiseman and further distills it into advice specific to texting. Wiseman is the President of FRANdata. The following tips expand on how to add business texting to your existing customer service tactics.
Watch the full interview on YouTube.
1. Exceed customer service expectations with text messaging.
Wiseman says her business’s success comes from meeting and exceeding customers’ expectations. It’s never just about making a sale—it’s about improving the customer’s life to the point that they won’t stop raving about you.
That kind of 5-star customer service comes down to speed and efficiency, which is exactly what business text messaging offers.
71% of people want to text your business for customer service, including:
Back-and-forth conversations about products, services, or accounts
Support-related questions
Product ordering and payments
Scheduling trainings or calls for additional help
A business platform like Text Request keeps your customer service team available to quickly field incoming texts without affecting your voice services. When you prioritize speed and efficiency for your customer service, you’ll strengthen your customer relationships.
2. Prioritize ongoing training with mass texts.
Training and learning is a formed habit. Encourage your team to prioritize developing their skills by frequently sharing learning and training opportunities with them. FRANdata services 230 different industries, so keeping her team learning ongoing is a major goal for Wiseman.
Keeping everyone within your own business connected is an enormous task, but text messaging helps make it smaller. Mass text everything from:
Educational opportunities
Helpful tactics
New partnerships or tech
Business highlights
Customer success stories
Mass texts, like BCC email, give you the power to reach your entire team at once. Any replies become one-on-one conversations that can be used to further develop your reps or answer questions. Ongoing communication like this is what will drive growth across your entire business.
Use mass texts to regularly feed your team members tips and best practices, or use it to gather everyone on training calls. Keep driving that education.
3. Request customer feedback via text to continue improving.
Wiseman says her most powerful marketing comes from letting her customers speak for her business. Customers can sum up what you do even better than you can sometimes, which is why Wiseman makes it a point to reach out to them regularly for feedback.
You can do the same with text messaging, especially when you use Text Request’s Reviews feature to:
Connect your Google Business page to Text Request
Insert custom reviews links into your texts asking customers for feedback
Monitor and respond to oncoming reviews from inside Text Request
Incorporating review requests into your workflow is a must if you’re going to draw in new customers. Not only is your number of reviews a key ranking factor in Google searches, it’s also how you learn where your business is and isn’t working to satisfy customers.
How Else Can Text Messaging Improve Your Customer Service?
The above are just a few quick tips—but we have an entire in-depth text messaging for customer service guide for those who want to learn even more ways to maximize how you serve customers.
Our texting software has helped hundreds of businesses communicate with customers the way they most prefer, and we’re ready to help you do the same.
