In a time where we’re texting more than ever, it is vital that consumers have that ability with your business also.
Engagement with text messaging is absolutely incredible, with 98% of messages being read by their recipients, 90% of those within 3 seconds. That’s why Status Recap has offered powerful text messaging features for multiple years, including the ability for customers, constituents, and interested parties to follow and communicate about their projects via text and multimedia (MMS) messaging.
In the summer of 2020, we’ve made our platform even more powerful, with the ability for your company to get its own text enabled phone number (we may also be able to text enable your existing phone number, you can contact us if you are interested). With your own text enabled phone number, anyone can follow your company simply by texting “follow” to your company’s custom phone number. They can also continue to follow any of your projects by texting your &;ldquoProject Follow Code.”
Customers and potential customers can use your custom phone number to message your company at any time. A study shows ) that over half of consumers would prefer texting over a phone call for reaching customer support. We all lead busy lives, and according to many statistics, our attention spans are becoming shorter than ever – so why not make it easier for your busy customers or leads to reach you via SMS?
You can respond to customers and potential customers directly from our iOS, Android, or web app and keep them happy and engaged in real time.
You can also choose to forward voice phone calls to your text enabled phone number to any phone number you choose. With this feature enabled, you can also choose to invite any caller to your company to follow your company with an automatic text message at the conclusion of their phone call.
Here are a few of the reasons to move away from asking people to “Follow” you on the big social media platforms, and have them follow you with Status Recap instead:
Poor communication is causing unnecessary anxiety for your customers. Surveying shows that the most anxiety that customers feel is not before they sign your contract, or before they deliver that final check, but during the construction phase.
Why? Before they sign the contract, sales people are excellent at communicating (after all, that’s what they are paid to do). After their new home or home renovation is complete, they get to live with it and experience the life change.
What’s missing? Typically, after customers have committed to a huge financial and life decision, communication becomes almost absent. Make it easier for your employees doing the work to document their accomplishments for customers by putting Status Recap in their hands, available for iOS and Android devices, and on the web.
You may think you only have one customer for your project, but there’s likely many more. Whether it’s a parent helping with the down payment, a spouse that feels like you are only keeping their other half informed, or the friend who’s helping make decisions, every project has multiple interested parties.
Communicating with one may leave the other(s) in the dark, feeling anxious, or uninformed. Even if the stakeholder you are communicating with feels great about your work, all it takes is one unhappy customer to hurt your reputation. However, sending emails, or making phone calls to multiple customer contacts (all likely conveying different information) takes more time your employees likely don’t have. Status Recap makes it easy for you to add customers to your project, and for customers to add anyone they want to their project, with control over what each customer can see.
Shockingly, according to research, only 15% of your current customers feel engaged, but of those 15%, a shocking 98% have provided a referral in the past 12 months! Which leads us to…
Your customers, especially anyone under the age of 40 (including Millenials, who are the largest living adult demographic), wants to share what is going on in their life. If you’re doing amazing work, you’re missing a golden referral opportunity. That’s why our iOS, Android, and web apps all support powerful sharing features that allow your customer to share your latest updates or photos via Instagram, Facebook, Twitter, Snapchat, email, or text message.
When your customers are happy about the job you are doing, you want them talking about it for the week, month, or year you are doing excellent work for them. Keep your customers informed and watch as the share your fabulous work with the world.
You’re missing the handheld referral opportunity. What is the handheld referral opportunity? It’s what happens every time someone pulls out their phone to show off some thing or some experience. Whether it’s right now to brag about your awesome work, or down the road when their friend or colleague is contemplating a new home or renovation, you want your happy customer to pull out their phone and say, “take a look at this!” Status Recap provides your customer with that opportunity.
You're building something fabulous. Your next customer could be driving by right now, intrigued with your work. Status Recap allows you to generate a “Project Share Code” for any of your open projects. Once your generate a share code for your project, you can share a link to follow your project via social media or email with one of the sharing options from the share code pop up, by copying and sending the link, or by telling interested parties they can follow your project by texting that code to our platform.
Anyone who follows a project will receive “Customer Update” content for your project, by text message (including any photos), or in app or on the website. They can reply to your latest updates, and you can respond back to them from our platform to their mobile device instantly connecting with a potential customer.
Most importantly, unlike other social platforms, we never use your customer information to allow other companies to market to your customers. The next time you tell a customer or potential customer to follow you on another social media site, just remember, your competitors can target ads at “followers” of your company.
Your current customer communication is probably a mish-mash of various solutions: phone calls, emails, text messages, and maybe even paper. You may have a CRM solution that was well used by your sales team, but likely has only some or none of the customer communication once a project is actually underway. Status Recap allows you to consolidate all of your customer, team, and subcontractor communication in one location, so everyone from upper management, to field management, to the rest of your team can efficiently review the latest project status.
You’re probably either not documenting your customer approvals and change orders well (searching through emails qualifies as “not well”), or your process is unnecessarily burdensome to your customers (“You want me to sign this and fax it back? Who has a fax machine?”). Make your approvals a matter of tapping a check box, and have a complete record available to them and you.
Status Recap includes powerful features to allow you to add subcontactors to your project, with company by company control for each project of what type of content each subcontractor can create and view. Subcontractors can create updates for you, or for your customers, while you always retain the ability review and approve those subcontractor updates before your project customers can see them. Now you can know about, and see the work your subs have completed without having to send your project manager to each and every job site.
Here at StatusRecap, we’re all about improving customer communication. We’ve found that many companies don’t realize that their customer communication experience could be better, driving customer satisfaction, leading to repeat business and referrals. Some see communication with their current customers as an expense line item, others ignore it all together.
Your sales people have convinced you to spend thousands or tens of thousands of dollars a month on CRM suites like Salesforce, Zoho, Netsuite and others, and your technical folks have convinced you to drop good money on team chat apps like Slack and Hipmunk. Yet, for some reason, your project managers and your current customers get ignored, much to your business’ detriment.
So, in no particular order, here is our Top 11 (because every business should turn it up to eleven) list of customer communication problems that StatusRecap addresses:
A while ago, I had the privilege of attending Forrest Performance Group’s Human Performance Unleashed Event. For any company looking for the absolute best sales and management training out there, I would highly recommend Jason and his group at FPG.
One of the guest speakers at the event was Bill Cates, aka The Referral Coach. Among his many insights, Bill showed a slide courtesy of research conducted by Julie Littlechild, of Absolute Engagement.
Julie classified customers into one of four categories: disgruntled, complacent, satisfied, and engaged. Only 15% of customers considered themselves engaged, with 39% satisfied and 30% complacent. If all you’re asking your customers is how they feel about your service on a scale of 1-10, there’s surprisingly little difference between engaged, satisfied, and complacent customers, with 82%, 76%, and 65% of customers in those categories giving a score of 8 or higher.
Here is the shocking finding, of those 15% who felt engaged, 98% had provided a referral in the past 12 months! Compare that to only 20% of customers in the satisfied and complacent categories who had provided a referral in the last 12 months.
Can you imagine what doubling or tripling the percentage of your customers who are engaged with your business would do for your referrals?
The critical question for you, is how engaged are your customers? Is it a function of them reaching out to you for an update? Are you sure your employees are keeping everyone up to date on a regular basis? Is customer feedback not only solicited, but responded to in a timely manner? Are your employees accessible to your customer?
The answer to more referral business seems to be clear – create more engagement with your current customers.