Blog Series: Text-the-Manager Part 1

October 30, 2018

Easy to use, easy to solve

Last week, we released our most exciting product yet, Text-the-Manager. We have had a lot of grateful managers come to us who have seen customer’s playing the role of “silent complainer.” Text-to-Manager provides those customers an avenue to get their questions answered easily and without confrontation at the point-of-sale. Over the next few blog posts, we will dive into the functions of Text-to-Manager and how it can ease communication within your business.

According to a study done by Zendesk and Dimensional Research, 69% of people attributed their good customer service experience to quick resolution of their problem and 72% blamed their bad customer service interaction on having to explain their problem to multiple people. With Text-the-Manager, customers can use their own device to message the manager directly and receive a response quickly. The long navigation of going person to person to get an answer is over! Text-the-Manager does not require an app to download or logins to create, customers simply text from their own phone.

From that same study, 45% of people went to social media to post their bad experience. Text-the-Manager counteracts the customers concerns by fixing the issue in your store and before a customer leaves. Many times, managers do not realize a customer was unhappy until after they leave the store and wish they could have known beforehand. Resolving a concern in-store preempts any social shaming and diminishes negative reviews.

Contact SureCritic today to learn more and watch your inbox for part two of this blog series where we will continue to discuss how Text-the-Manager can provide you real-time concern resolution!