Is Your Business Thinking of Adding Texting for Your Customers?

voicemail to text






In the consumer world, news that Apple is considering having voice messages automatically converted to text would be convenient; especially for all the millennials who don’t ever want to check their voicemail.  As Pew Research Center has pointed out, voice as a preferred channel is waning, while texting/SMS is growing.  In 2012, only 26% of teens talked daily with friends on their cell phones, down from 36% in 2009. Today, nearly 100% of adult mobile phone owners use it for texting.

In the business world, some major brands are outright abandoning voicemail. Last year, Coca-Cola shut down their voice mail in favor of texting given the demographic shift of its workers.  As a former product manager in a company who spent ten years making voice mail systems, even I can see the beginning of the end for voice messaging as the preferred communication channel, especially on mobile devices.

What I wonder is why should companies embrace “voice to text” as an add-on to their existing contact center solution or corporate communications systems?  Wouldn’t they be better served if they invested directly in texting solutions as part of their company-wide communication strategy to engage with both customers and employees?  This article’s quote is a prime example: “We purposely designed it to have bad customer service,” said Joe Gagnon, chief strategist of Aspect, a Phoenix-based company which markets customer-service solutions such as IVRs. “We made it bad on purpose.”

The article describes how they are adding texting into their contact center solution.  Again, this is representative of a bolt-on solution.  I view established contact center solutions as mostly voice centric.  While you can add texting to them, at some point, a business should consider re-imagining their contact center solution with a digital one that was built initially with social media channels and texting as the central channels for customer engagement.  Incidentally, this coincides nicely with potentially adopting SaaS-based contact center technology for cost savings and dynamic scalability.

With the consumer love affair with SMS and the millennial effect on mobile communications, now is the time to re-imagine your future with texting from OpenMarket. Contact us for more information.