The way people interact and communicate with one another has evolved, and SMS messages – more commonly known as text messages – have become one of the most dominant forms of communication.
Much like with any other marketing channel, making sure your employees can handle this form of communication is supreme.
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 seamlessly adapts to text message customer support.
Here are some key features you should look for in a candidate when it comes to text message support:
Unique Writing Skills
As the name implies, text messages are text-based. This puts a heavy requirement on writing skills for new candidates. To make sure the candidate can handle this, take advantage of writing-based simulations and tests. In addition to testing for classic spelling and grammar skills, also examine how long it takes a candidate to write and get the point across. Texts will need to be shorter in length due to message limitations, so quick and clear writing will be a winner 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. Having interpersonal skills that transcend voice support and can be conferred through written communication will ensure your customers feel like they’re talking to a person, 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 with any customer service channel, being clear about guidance or solutions is the easiest way to keep the customer understanding of what’s going on. The same holds for text messages. If a question is being answered, be brief but clear.
With text messages, companies are growing their image with the shareholders.
As text messages continue to rise in value, so does the ability to handle support issues via 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 important skills required of any candidate for SMS customer support.
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