Your call center best practices are missing one major thing: mobile-friendly contracts

Sep 7, 2018 10:00:03 AM

mobile-friendly-contractsThere 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.

Your consumer is mobile, and your transaction closing should support that.

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.

Send and sign contracts via text message for a fluid, single-solution workflow

“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:

  1. Call center agent converts an inbound call to a customer.
  2. Rather than promising an email with a contract (which includes the adding burden of reading select contract terms and recording acceptance), the Agent simply initiates a text message to the customer from the agent's CRM tool.
  3. The agent then politely informs the customer that she will be receiving a text message with a link to their contract. They can then review the contract, or simply send a reply text message stating "I Agree"...all without ever ending the initial phone conversation.
  4. The result is an initial customer engagement all the way to deal closing with a signed contract, all in a single phone call.

PactSafe’s first-of-its-kind, Text-to-Sign solution

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.

Screen Shot 2018-09-05 at 11.53.50 AM

See how MoPro streamlined customer onboarding with text-to-sign contracts.

Mopro Text-to-Sign Case Study

 

 

Topics: Workflow

Brian Powers

Written by Brian Powers

PactSafe CEO & Founder

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