So… You’re Expanding into Texting
We are all texting in business and your office is no exception. Qortel hears loan officers talk about texting with clients on virtually every call that involves pulling credit. It’s great for validating who the loan officer is. It is great for follow-up. You get it! You are likely thinking about diving into texting on your inbound campaigns.
“Call or text us.” Good idea, while call volume drops, overall response rates increase. And in this era of record low rates, we can’t handle all of our calls anyway! Banks are missing 25% - 50% of their inbound refinance opportunity calls. Adding texting to your marketing call to action and re-engaging missed calls through texting can increase your overall connection rate by 47%. Apply these four principles and expand your texting practices:
SPEEDY RESPONSES ARE GOOD. QUALITY RESPONSES ARE A MUST.
The objective is to obtain the customer’s notification number, confirm their information, check to see if they recently refinanced and motivate them to speak with a specialist.
TONE MATTERS
Tone matters more when there is not an audible voice. The tone you use in texts influence how your message is received. What feelings or mood do you want to evoke when qualifying a customer? Show appreciation. Arouse curiosity to move forward. Use motivating words.
PAY ATTENTION TO DIGITAL BODY LANGUAGE
Customers convey digital body language through their activity with tools like NMLS lookups, payment calculators, and completing applications. Reference their activity when engaging to make it relevant. Just like listening to tonality on a phone call, determining buyer engagement through your texting and chat is paramount.
THINK OMNI CHANNEL
Your texts and chats fit into the bigger customer experience picture. This means you make your communications readily available to other team members. Live by the rule that customers do not want to have to repeat themselves. So, focus on the processes that create this omni channel and complete system integrations for better efficiency.
