We needed a way to help our inside sales team better manage orders while servicing in-store customers. People don't like being put on hold when reps check if they have all the information needed to complete a quote. Plus, customers in the store become frustrated when they have to wait for reps to get off the phone.
Texting seemed like the perfect solution, because practically everyone texts and it’s much easier to multitask while texting. But we didn’t like that our staff were using their personal numbers to text, and we wanted a professional platform where they could manage messages.
Text Request stood out as a solution for our branches, because it lets us host multiple lines under the same account. It also keeps a permanent record of all the messages users send and receive, and we love to double check those records to confirm customer orders.
Our customers love being freed from phone calls, so they can do other things while our reps review their quotes. Customers also appreciate sending our reps photos of model and serial numbers to speed up their ordering process.
Sometimes we have customers complain they received the wrong order, but Text Request makes it easy to send screenshots that prove we sent the order they requested. It also speeds up the turnaround on fixing and updating orders, because customers respond so much faster to texts than they do email and voicemail.
Our branches tend to average about 100 to 150 texts a week, and I love being able to keep track of those numbers through the reports Text Request generates. It’s just so easy! I choose the starting and end date I want to create a report for, then hit enter. From there I get a CSV. file with every users’ inbound, outbound, opt outs, and total usage stats for that time period.
Our reps and customers couldn’t go back to the process we had before Text Request. They’ve gotten too used to the speed and ease. It’s made the flow of orders so much faster, since we can shoot arrival and pick up reminders with a simple click.
Text Request has also made a massive impact on our customers’ satisfaction during COVID-19. People love texting us what they need, so they can skip out on coming into the store. We recently added dropoff boxes at our Knoxville branch as a result, and the feedback has been overwhelmingly positive. That kind of customer experience is not something we could provide without Text Request.
