As Dan Alexander, the owner and instructor of Saving Lives Society, articulates, phone communications were gradually eclipsed by SMS inquiries. He noticed a shift in customer preference towards text messages, with almost 90% of all communications arriving via this medium.
“We found years ago that most of our customers and prospects wanted to connect with us by text message, and eventually that’s how 90% of our communications were coming in. Nobody wants to sit on hold for a customer service rep or to leave a voicemail and wait for a response. And we don’t want our customers to have that experience, either, because they could be long gone by the time we respond to that call.”
Although Dan’s team was happy to engage with new and existing customers over text, as the public’s interest in the Saving Lives Society steadily grew, managing the large numbers of inquiries became an ongoing challenge for the whole company.
“Our team was spending something like eight hours every day either typing or copying and pasting answers to the same texted questions – ‘What are your hours?’ ‘How do I sign up for a training session?’
In search of a solution, the Saving Lives Society team looked for a phone system with robust SMS automation capabilities. They found their answer in RingCentral.