percent of their communications are through text
messages handled per day by agents
Their team was using a variety of communication channels with different staffing configurations and metrics, and they were reluctant to staff or outsource a large call center to handle customer requests and inquiries by phone. They wanted an easier way to share job details and send images to customers, as well as an efficient way to communicate internally with Fixers, who tend to rely on their cell phones because they work a lot in the field. Many Fixers aren’t good at checking email because they have limited access to their computers, and it’s difficult for them to hear the phone ringing while they are using power tools on the job.
They now rely heavily on Textline to communicate with both customers and Fixers. Their team is able to work more efficiently, because they can handle multiple conversations at a time and coordinate so that staff can pick up conversations from one another when there are urgent issues. They use Zendesk for customer support, and a lot of their communication is automated using Textline’s API. Customers receive automated messages such as appointment reminders and invoice texts, while Fixers receive job reminders and notifications when they receive reviews. Their dispatch team regularly communicates with Fixers by text about job details and ordering special parts. They use Textline’s announcements tool with Fixers about once or twice a month to increase employee awareness of important information such as employee happy hours and parking violations.
“There’s just a tremendous benefit first and foremost for the consumer side of things to have this asynchronous but quick conversation that’s more conducive to being able to share details back and forth…and just simply sending pictures in our business is really critical. And obviously that all happens through your phone nowadays.”
—Cat de Merode, Vice President of Product/Head of Customer Service, Dispatch and Sales