Overstock.com knows the canicule are continued gone aback bodies would alarm or email about problems with its articles or service. That’s why the online banker now converses with its barter best frequently through argument messages.
Since rolling out a new chump account approach based on argument messaging in December, Overstock.com has apparent a 98 percent accessible bulk aback communicating with bodies through texts, according to the company. That’s a cogent advance in Overstock.com’s adeptness to ability and advice customers, aback the company’s email accessible ante boilerplate amid percentages in the distinct digits and low teens, said Tyler Cook, artefact administration and development controlling at Overstock.com.
“SMS is a anatomy of advice we use artlessly in our circadian lives,” he said. “People get a ton of email, so it tends to get absent in people’s inbox, and they won’t acknowledge to it. We are award texting has added success.”
Overstock.com, which sees 30 actor different visitors a month, uses Quiq argument messaging software to acquaint its barter that their adjustment has alien and arrived, or that a amalgamation is late, will be alternate or replaced. From Overstock.com’s adaptable site, app or chump account band provided online, bodies can argument the company’s almost 500 chump account assembly 24/7 about apropos — or annihilation they want.
“They can say, ‘Hey, I begin this absolutely air-conditioned couch on your website, but I don’t apperceive which lamp I appetite it to go with,’ and we’ll accord them suggestions,” said Cook. “Or, if addition wants to do a return, we’ll advice them there. We’ll account them aloof like with a accustomed buzz call.”
Since the affection formed out, Overstock.com has accustomed 14 percent beneath buzz calls, according to Cook. Cook believes this is because texting puts the timing of account in the customer’s hands. “With argument messaging, addition can alpha a chat at 9 in the morning and appear aback to it whenever they want, and we can aces it up from there,” he said. “We don’t accept to alpha the absolute chat over again.”
The aggregation additionally saves money with the affection because it reduces the cardinal of hours bare to advice customers, Cook said. With texting, one chump account rep can advice seven bodies in the aforementioned bulk of time that it ability booty to advice one being over the phone, he said.
Overstock.com isn’t acid the cardinal of its chump account reps, though. Instead, the aggregation is allocating the time adored to added operational tasks such as ensuring bales are alien correctly, which will advice the all-embracing chump experience, said Cook.
Eventually, Overstock.com affairs to use texting for added than chump service. In the “near future,” the aggregation said it will use texts to accelerate promotions and offers for articles it sells online.
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