There are several resources with best practices for call centers, filled with advice and tips on how to improve customer engagement over the phone, including customer support and sales. There’s a major factor most of these resources are missing when building benchmarks for successful call centers: how to make your contracts more mobile-friendly.
Call centers conduct business over the phone, and their resources should support that for optimal deal closing. As of August of last year, there are over 3.5 billion unique mobile internet users. (Statista)
Call centers engage prospects over the phone, and convert to customers from that engagement. The route to closing, though, is most definitely a hurdle for a majority of businesses. The standard workflow ends with red tape at the most important touchpoint: deal closing. With mobile-first consumer solutions at the forefront of customer conversion, emailed contracts are becoming even more of a stopping point for deal closing.
A majority of call centers send contracts to customers with .pdf via email. This halts deal closing by injecting:
An additional platform of engagement (email).
Yet another platform for signing (.pdf)
At this point, customers have had to engage with a call center on three different platforms: mobile, email, .pdf. Shouldn’t the initial customer contact-->closing process be performed on a single platform? The answer is yes, and all of this can be done via mobile.
“83% of mobile users say that a seamless experience across all devices is very important.” (Bizness Apps)
By simply implementing the right technology solution, contracts can be a part of a phone conversation in the most mobile-friendly way possible: via a text message.
Here is the ideal workflow of a call center agent engaging a customer all the way through to contract signing:
Text-to-Sign is an amazing way to capture acceptance of a contract that you wouldn’t typically think about when looking to streamline call center operations.
The same way an e-signature can create a binding contract, replying to a text message with “Accept” or “Agree” can produce the same legally-binding result—with much less friction and significantly less time.