The way that people interact and communicate has evolved, and bulk SMS messages – more commonly known as text messaging – have become one of the most dominant forms of communication.

Like any other marketing channel, ensuring your employees can handle this form of communication is supreme to keeping them productive, engaged and aligned with your business goals.

Customer service in each company can enhance by adopting text messaging in the marketing strategy.

Using the hiring process to assess whether or not a candidate can meet the requirements of this novel communication channel is an excellent strategy for ensuring your contact center adapts to text messaging customer support.

Here are some key features you should look for in a candidate when it comes to text messaging support:

Unique Writing Skills

As the name implies, a text message is text-based. Put a heavy requirement on writing skills for new candidates. To ensure the candidate can handle this, take advantage of writing-based simulations and tests. In addition to testing for classic spelling and grammar skills, it also examines how long a candidate brings to write and get the point across. Texts will need to be shorter due to message limitations, so quick and clear writing will win in text messaging customer support.

Keep it Personal

Unlike social media support – which is public to anyone who cares to search for a Facebook page – text messaging is between the company and the customer. Interpersonal skills that transcend voice support and can confer through written communication will ensure your customers feel like they’re talking to someone rather than an automated response system. In addition to writing simulations, unite personality testing into your hiring process to see if candidates have the empathy and interpersonal communication traits necessary to handle this new medium.

Manage Creative Minds

One of the most impressive things about text messages is that, while it may feel like a tool similar to email, social media, or live chat, there’s something about text messaging that makes the exchange take on a different type of ownership. Businesses can adapt to this in unique ways – for example, a client can text a picture of an issue they’re having to a company’s text message support service, and the customer service representative can text back an image of a coupon or credit they can redeem to help relieve the issue.

Use Clarity as a Key

Like any customer service channel, being clear about guidance or solutions is the easiest way to keep the customer understanding. The same holds for text messages. If a question posed is answered, be brief but precise.

With text messaging, businesses are growing their image with the shareholders.

As text messaging continues to rise in value, so does the ability to handle support issues via bulk SMS. Using the hiring process to ensure customer service candidates can tackle this responsibility will save your company time and money as this practice becomes more common. Using the essential traits above, you can create an online of necessary skills required of any candidate for SMS customer support.

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