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Archive for the ‘Infographics’ Category

What Is Messaging? Connecting with Customers Beyond Chat

In today’s customer service landscape, consumers have an array of different channels at their fingertips to reach businesses. Most people think of these common options: 1-800 number (if you’re desperate), email (if you want to wait) and live chat. Chat—the ability to send real-time communications via a website or mobile platform—certainly has its advantages. But it isn’t the only avenue customers could use to get a hold of you and your business quickly and conveniently.

In other words, automotive brands, dealerships and other companies need to embrace messaging, not just live chat.

Customer Communication: Preferences Are Changing

Years ago, simply having a contact center through which customers could place service calls or inquiries was sufficient. Shoppers have drastically changed their communication preferences, however. In fact, 67% of consumers reported hanging up the phone after making a call to contact a business, terminating the connection after being frustrated that they could not reach a real person.

Plus, talking just isn’t the preferred interaction for many. Customers now prefer digital messaging capabilities over traditional telephone calls, per this IDC InfoBrief. Not supporting these channels could end up costing your company considerably—one study from Lee Resources found that over 90% of shoppers would not do business with a company again if they weren’t happy with their experience the first time.

Messaging Is Now an Essential: What Does This Mean for Business?

In this way, providing more complete messaging capabilities is now a requirement for communications across industries. Whether a consumer is seeking information about an upcoming car purchase or vehicle service need, he or she must be able to use the communication channel that best suits his or her tastes.

But what does messaging actually entail? Today’s retailers and service providers must have a more holistic messaging solution in place that encompasses all of the top communication channels, including:

  • Chat: Even with a wide variety of other options available, live chat is still one of the most-preferred communication avenues today. In fact, 44% of shoppers noted that one of the most critical features a company can provide is a live chat specialist to help facilitate online purchases.
  • Text: Text messaging is incredibly popular among all age groups today—global mobile device users send more than 18 million texts every single day. A powerful way to capture customers is enabling them to text you using their own native text application, providing a familiar and easy-to-use platform for customer service communication.
  • In-app messaging: While many brands and large groups now have their own mobile apps or owners’ apps, not all of these support in-application messaging. If they did, customers would be able to communicate with the company without having to leave the app and that can boost customer satisfaction (a major telecoms carrier saw a 4-point increase in 2 months).
  • Facebook Messenger (& Marketplace): Now that social media plays such an important role in marketing and customer outreach efforts, it’s imperative that consumers be able to connect with your business through this route as well.
  • Apple Business Chat: In order to remain on the cutting edge of customer service and communication, brands need to look forward to emerging channels as well. Apple Business Chat could represent the next big thing here, and will be released in 2018. Auto manufacturers need to be working on a strategy now.

Messaging doesn’t just include live chat, but a whole host of other messaging platforms that your customers are currently using. Your company needs a system that will help it easily integrate and manage these channels from a single, streamlined portal.

This is where the Contact At Once! messaging network comes into play. It supports all of these communication channels, and allows customer service reps to connect with customers and take part in conversations across an array of platforms.

To find out more, check out our infographic or message us below!

Why We Can’t Shut Up About the “Messaging Network”

 

Today’s car shopping path is more complex than ever. People research across brand and dealer sites, Google searches and Facebook Marketplace, aggregate search sites, review sites and more. In fact, Google followed one shopper throughout 139 searches that could have given brands and dealers over 200 interaction opportunities…had they been ready.

Would you have been ready?

Car shoppers can interact with your company in so many places now because messaging makes it easy. Hundreds of conversations could come in from dozens of channels, but you could be using a single platform to manage them all…if you set up a messaging network. Contact At Once! makes this possible.

Click the infographic below for more details:

[Infographic] A New Way to Navigate Property Management

renters are waiting to message you

Smart marketers ensure their communities are easily found on any channel or device, from SEO-optimized community websites to listing sites, Google pay-per-click and all forms of advertising. But being found is just part of the leasing puzzle.

All the slick marketing in the world can’t make up for a poor consumer experience—even something as simple as not getting a question answered quickly. And there are many such moments you could win (or lose). Here are a few from a recent Zillow Consumer Housing Trends report:

  • Almost 60% of all renters surveyed used mobile sites in their search (76% if you just count the millennials).
  • Renters contact 4.7 property managers / landlords on average.
  • Response time is critical: If they don’t hear back within their expected timeframe, 1 in 5 immediately turn to another property.

Let’s recap: They’re already mostly mobile. They want fast responses. Sounds like mobile messaging is a natural next step!

Start With These 4 Mobile Messaging Components

The below infographic illustrates the 4 things you need to create the best messaging experience in property management:

  1. Accessibility – Your mobile messaging options should help you connect everywhere your community is represented: community site, ILS, print ads, digital ads, signage, social media, etc. If you don’t make it easy to connect in every moment, you risk losing renters to another community…or simply their busy lifestyle.
  2. Smart Conversation Management – Your messaging platform should make it easy to manage all the resulting conversations in one place. Mobile app access is ideal, too. You should also consider complementing your team with outsourced messaging experts to help convert chatting / texting consumers into highly engaged leads.
  3. Messaging Life Cycle – Quick, easy communication only adds to a resident’s satisfaction.
  4. Partnership – Contact At Once! is ready to enhance your existing messaging strategy with the latest options (like Google Adwords and Facebook Messenger integrations). We can also help build it from the ground up! Text or chat with us below to learn more.

Check off the above list, and renters will be able to connect with “you” wherever they find your communities, whenever they have questions, using the messaging solutions they want to use.

Infographic shows how mobile messaging fits into property management

[Infographic]: Auto Shoppers Have Spoken (& They Want to Message)

By the end of last year, about 89% of companies expected to compete mostly on their customer experience (vs. 36% four years ago). Would you put yours up to the test? If the customer experience is all people based their purchase off of, would your dealership win?

Granted, that’s not the only factor that goes into a big-ticket purchase decision. But it is an increasingly important part, as the below infographic shows.

That’s why so many dealerships are implementing mobile messaging.

We’ve often sung the praises of mobile messaging and how it can lower traditional barriers to purchase and service (barriers like slow responses, inconvenience, etc.). But this time, we went straight to the source: We surveyed 1,000 consumers who either recently bought a car or planned to soon.

Overwhelmingly, these consumers said that convenient communication options can positively impact their experience in almost every phase of the buying and owning process, from initial research to service interactions. And dealerships are paying attention. In fact, there’s been a 43% increase in the number of businesses using Contact At Once! text messaging in just a year!

Check out the infographic below (and the full 2016 Consumer Survey) to see why messaging isn’t a change dealerships should ignore.

2016 Consumer Survey Infographic for Automotive Dealerships

Consumer Survey Infographic: An Easier Homebuying & Renting Process for All

Mobile messaging is what homebuyers and renters of all ages want

Property management and real estate in general are industries that thrive on referrals, which are fueled by good experiences. But what constitutes a good experience evolves with technology…because technology can change our expectations.

For example, we, as consumers, increasingly expect to engage with your real estate or property management team wherever we are, however and whenever we want to connect. In other words, we expect mobile messaging. Don’t believe me? Check out the infographic below, and consider the following:

Today’s Trends Can’t Be Ignored

  • MORE micro-moments – Consumers turn to smartphones or other mobile devices when they need to find answers or complete a task like researching apartments (91% of smartphone users do this).
  • LESS patienceMicrosoft says that our attention spans have gone from 12 seconds to eight seconds. No wonder we don’t like to sit on hold or wait for emails.
  • MORE expectations – We’ve come to expect a much smoother experience from start to finish. Many smartphone users immediately switch sites or apps if the one they’re on “doesn’t satisfy”: 70% switch if it’s too slow (by seconds); 67% switch if there are too many steps in the process.
  • LESS brand loyalty – Perhaps because of all the information at our fingertips, consumers consider more companies/brands than they did 10 years ago…and almost half say they’re more likely to switch.
  • MORE mobile research – Almost 90% of buyers use a mobile search engine during the homebuying process. And homebuyers aren’t just researching on mobile, many are also ready to connect and contact an agent.

It All Adds Up to Mobile Messaging: Text, Chat, Etc.

The good news is that the same technology fueling the above trends can help you adapt. If you make it easier to connect and get things done with text, chat and in-app messaging, you’re setting yourself up to provide the type of experiences that can lead to more referrals. According to our 2016 Consumer Survey results…

  • 83% of respondents would prefer to use mobile messaging to communicate with businesses about purchases.
  • Almost 9 in 10 respondents agreed that they’re more likely to buy from a business that offers the option to communicate via mobile messaging.
  • And 98% of those who used mobile messaging during their buying cycle said it improved their experience.

The people have spoken. Read the full 2016 Consumer Survey here, or check out the infographic below for a snapshot of why chat and text are such smart options for your team:

2016 Consumer Survey Infographic for Real Estate Teams

Infographic: Here’s the “Diet” Plan Your Dealership Should Consider

Dealer-Chat-Diet-header

In a perfect world, we could make a wish and instantly have six-pack abs or a 32 waist. And in a perfect world, people would simply drive onto your lot and buy on the spot!

If only.

The reality requires a lot more work, as you well know. Only 17 in 4,002 consumers said they liked the current car-buying process, per Autotrader.com’s Car Buyer of the Future study. On the other hand, creating a “better shopping and buying experience” would entice 72% to visit dealerships more often and 53% to buy more often!

The good news is that mobile messaging like dealer chat (and dealer text) can help. After all, consumers demand immediate engagement today!

Check out this infographic to build a “diet” plan that can help whip your car buyer engagement (and overall experience) into shape.

 

CTA ebook2016 clickthrough

 

[Infographic] How to Pick the Best Text Solution for Property Management

Adding text messaging as an official part of your resident communication or prospect engagement process isn’t a tough choice. Just look at the stats. Here’s the difficult part: Which text solution should you choose?

To help guide your decision, check out the following property text infographic. It sets the table with texting components you simply can’t do without, not if you want the best results:

  • Easy ways to get started
  • Integration with your property management system & more
  • Security & control, from compliance management to tracking
  • Flexibility to use multiple devices, provide faster responses & text videos or pictures
  • True convenience, like interactive group texting (where residents can privately respond just to your management team)

Click on the infographic to get your property text shopping list!
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[Infographic] How to Pick the Best Dealer Text Solution

Adding text messaging as an official part of your follow-up and/or engagement process isn’t a tough choice. Just look at the stats and dealer surveys. Here’s the difficult decision: Which text solution should you choose?

The following infographic sets the table with a feast of features that can help you achieve the best results:

  • Simple ways to generate text numbers & place text buttons on sites
  • Integration with your other providers & messaging solutions
  • Security & control, from compliance management to tracking
  • Flexibility to use multiple devices, provide faster responses & text videos or pictures
  • True convenience, from continual training to freedom from ad contracts

Ready to satisfy your shoppers’ (and your team’s) cravings for text messaging with the beefiest solution?

Click on the infographic to get your shopping list.

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