Why you should be adding text messaging to your contact center and post-stay feedback and survey strategy

CustomerCount is the premier post-stay survey provider and an enterprise-capable guest experience measurement tool designed for the hotel and resort industry. CustomerCount utilizes SMS text messaging to deliver the surveys via text. The CustomerCount survey experience provides the ability for a holistic guest communication experience. This is whether the purpose is to provide feedback from an interaction with a contact center agent or solicit post-stay survey feedback. Adding CustomerCount allows for integrated survey/feedback tools for your contact center or for resorts post-stay guest feedback loop.

Today, companies rely on phone and email for customer engagement along with feedback and surveys from customers.  However, SMS text messaging is expected to be the fastest growing contact channel over the next two years for customer service and feedback. This is because of the convenience and using text messaging.  Utilization of SMS text messaging as a method to receive call center or property feedback empowers the customers to provide the necessary feedback loop to quickly obtain the voice of the customer.

Ninety-eight per cent of all text messages are opened, and ninety percent of text messages are opened within three minutes.  Sending text-based surveys can provide invaluable real-time analysis and feedback of contact center interaction with customers.  When you let customers initiate a feedback loop with text messaging with their contact center agents directly, and get answers quickly using the communication channel customers prefer, your company can create a real-time customer experience that skyrockets satisfaction.

The CustomerCount platform can ensure that every customer has every opportunity to respond to your survey, regardless of their preferred choice of communication. While, our SMS/text invitation solution delivers a fluid experience that takes advantage of your customers’ ever-changing context, from smartphone to tablet to laptop.

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