Why You Need To Text Callers Back (Even on Nights and Weekends)

You know that feeling when you finally have a free moment to call the bank, schedule a doctor’s appointment, or make a reservation, only to be met with a dreaded robotic voice, telling you to press this button and that button… After navigating a maze of options, you manage to get transferred to a human — or so you think. Because it’s outside of the company’s operating hours, all you can do is leave a message.

A frustrated caller makes repeated missed calls to a business that is closed for the night or weekend.
It’s a common experience that many people face, and it’s not just frustrating for the customer — it’s a problem for the business owner, too. When potential clients call outside of regular business hours and are met with an answering machine, they most likely won’t bother leaving a message. In fact, one study showed that 80% of callers sent to voicemail don’t leave a message because they don’t think it will be listened to (Forbes).

This makes it incredibly challenging for businesses to follow up with potential clients. Even worse, customers who can’t get through are likely to call a competitor.

80% of callers sent to voicemail don't leave a message because they don't think it will be listened to.

A Better Way Forward

When it comes to addressing customer inquiries and concerns, a 24/7 call center seems like an obvious solution. However, implementing such a service can prove to be expensive and may not necessarily guarantee quality results if outsourced.

The good news is that there’s a simple and effective way to keep potential customers engaged. By automating an immediate text response to every customer who calls outside of business hours, you can show them that you value their time and interest in your business. Not only does this keep them engaged in their buying journey with you, but it also helps prevent them from heading to your competitors. It’s no surprise that 55% of business owners and digital marketers utilized a text messaging service to communicate with their customers in 2022, up 27% from 2021 (Simple Texting).

A reply text from a business reading "Thanks for calling ABC Services! We’re open M-F 8am-6pm. Amy J. will call you back ASAP when we are open, or you can email anytime at info@abcserv.com."

Crafting an Effective Response

So, what should you include in your automated text message?

  • Thank the customer for calling and let them know that you’re sorry you missed their call. This shows that you care about their experience and are taking the time to acknowledge their call.
  • Give specifics about when they can expect to hear back from you. For example, you might say, “We’ll get back to you within 24 hours.” This sets expectations and gives the customer peace of mind that they will be heard.
  • Offer alternative ways to contact you. For example, you might say “If you need immediate assistance, please email us at…” By providing them with additional options, you show that you value their business and are willing to accommodate their needs.
  • Consider adding a personalized touch, such as the name of the person who will be following up with them. This adds a human element to the automated response and can help build trust and rapport with the customer.

Going Beyond the Basics

An automated text is a great way to start, but if you want to take things to the next level, consider using conversational outreach. Conversational outreach emphasizes two-way communication that lets the customer engage when and how they want. Powered by AI, conversational outreach enables your brand to hold full conversations with customers 24/7, without the need for human agents to be available.

This means that customers can get the help they need any time, without needing to wait for a call back. Conversational AI lends a human-like feel to these conversations, avoiding the frustration that comes with more basic systems like interactive voice response (IVR).

Here’s how it works:

  1. A customer calls your business outside of regular business hours or during peak times when no agents are available.
  2. An automated text message is sent to the customer thanking them for their call and letting them know that you’re available to help them.
  3. The customer responds to the text message with a question or comment.
  4. AI-powered conversational outreach responds to the customer’s message, providing helpful information or answering their question.
  5. The conversation continues until the customer is ready to take the next step toward a purchase, enrollment, or other desired outcome.
  6. Depending on your operational processes, the customer can schedule a call with a human agent or visit a website to complete the transaction.

The Power of Conversational Outreach

By using conversational outreach, you can keep potential customers engaged, increase customer satisfaction, and ultimately, drive more revenue. Conversational outreach can help businesses in a variety of ways, including:

  • Providing quick and helpful responses to customers even outside of regular business hours.
  • Increasing customer satisfaction by providing personalized and human-like interactions.
  • Reducing call center costs by automating many customer interactions.
  • Improve call center morale by letting agents spend more time with truly interested customers (and less time spent on phone tag).
  • Improving efficiency by allowing businesses to handle more conversations at once.
  • Valuable data collected from conversations helps businesses understand customers’ needs and preferences.
  • Increasing customer loyalty by building a stronger relationship with customers through ongoing communication.
  • Providing a competitive advantage by offering a modern and convenient way to engage.

Request a Demo

If you’re interested in learning more about conversational outreach and how it can help keep potential customers engaged during nights and weekends, contact Drips to request a demo. Drips is a leading provider of conversational outreach and can help you improve your customer acquisition, engagement, retention, and more.

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