Consumers are all about their smartphones now. It’s the one thing they keep on them at all times.
RollMaster Flooring Software is the complete solution for managing a flooring business. We’re designed to help grow profits, whether the business serves large commercial projects, single family homes, or anything in between.
We wanted to integrate with a texting software to help our clients better communicate with their customers. It was a common problem for our clients’ crews to show up for an installation, only to discover that the customer had canceled last second because they needed to reschedule. We wanted to bridge that gap in communication, so we decided to look for a texting solution.
Consumers are all about their smartphones now, because it’s the one thing they keep on themselves at all times. You know they’ll always see your text messages, compared to an email that would just get lost in their inbox. That’s why we thought integrating with Text Request to create RM Text Alerts made the most sense for our dealers.
RM Text Alerts are used by our clients to automatically send texts based on the install date and job status of their current deal. This helps our clients prevent no shows, because their customers will use the texts to reschedule rather than flat out cancel.
Even though RM Text Alerts are intended to be notifications, our clients have found that their customers will use them to start conversations with them. Our clients naturally got creative with this, and now they use texts for sales and general correspondence.
Another use case we didn’t see coming was customer service. Customers innately know to respond to alerts when they have a question or concern, and our clients get those responses in their dashboard where they can address them. Our clients would much rather know via text that they have an issue they need to resolve, instead of receiving an angry call.
RM Text Alert makes us more valuable to our clients. The adoption rate has been ridiculously high, because customers recognize text alerts are a must for scheduling and confirming installation appointments—especially during and beyond the pandemic.
Our customers send about 15,000 messages a day on average. My advice to other companies wanting to integrate with Text Request would be to embrace the technology, especially if you’re in a field that is slow to adopt it. Our customers won’t be able to go back to the way they did things before. Text Request is a huge benefit for clients, the staff is very responsive, and the software integrates nicely.