As a business owner, you are constantly looking to improve the way you serve and support your customers. One of the best ways to do that is making sure you  are communicating effectively with your clients. Few things can be more frustrating to your business than when a client cancels last minute or is a no-show for an appointment. A growing solution to improving client communication is through the use of SMS text, live-chat, and email.

Recent trends in the service sector suggests that many customers prefer text and email communication over a phone call. At WESP Communications, LLC we offer customized plans to support and oversee your appointment scheduling and management software across all communication platforms to ensure you and your customers have all the right information, when and how you need it.

According to a 2016 Gallup poll,  “sending and receiving text messages is the most prevalent form of communication for Americans younger than 50.” Since then, the adoption of text and email as the primary use for smartphone communication has only increased. The American culture around communication is changing rapidly. Increasingly, people find phone calls almost intrusive and would prefer the quick and to-the-point use of text and email.

For service appointments, people more frequently prefer to receive a text or email reminder. This way clients can easily be reminded of appointments without having to remember to write it down while on the phone with a receptionist or call center agent. A text or email makes it easy to send an appointment reminder to a family member or add to a work or personal digital calendar.

So many of us don’t slow down until we get into bed at night. Finally, a potential client can dedicate the time to looking into your services. They send you an email or message on social media thinking they wont hear anything back until tomorrow. Instead, they receive a prompt response! Now, a WESP agent has initiated a conversation to develop a relationship while your lead is actively looking for your services. If they don’t receive a response until they are occupied with work, family, or other tasks, the opportunity for a new business relationship may have already been missed.

Once you have developed that new relationship, many customers would prefer to have a text or email reminder to refer to when they remember at midnight that they forgot the time of their appointment for that morning. Better yet, if that client realizes they have a question or need a change in service, they can text or email your business and receive a professional response in minutes. Rather than you waking up to a surprise in the morning, your clients needs have already been addressed and a possible missed appointment has been avoided. Make it easier for your customers and your employees with a low-cost call center team!

At WESP, we want to make it as easy as possible for you and your customers to communicate. In our shared environment, our team of agents see all of your communication touchpoints (phone, email, SMS, live-chat, etc.) at once, allowing us to receive several inquiries and client requests from all platforms simultaneously. This allows us to respond to client and lead inquiries in real time! A quick response to a lead’s question can make the difference between a new client relationship and a missed opportunity!

We offer automated or live-agent answering for all means of communication. If your business does not require detailed scripts, automated answering may be the best option for you. If your service is more technical or requires in-depth information prior to an appointment or service call, our highly-trained, professional agents may be the better solution for your business. Call or email us today to see how WESP can support your business!