Texting for Financial Services
Enable compliant, personalized two way text messaging to improve your customer service by having the ability to send timely notifications, reduce on-boarding friction and decrease losses at your financial institution.
- Compliance focused software
- Integration with voice, chat, email and other messaging channels
- Start conversations using the quickest growing communication platform
- Keep customers informed on a channel they want and improve customer relationships
76% of customers say they prefer to interact via a channel like texting. So, meet your customers where they are looking to be met through messaging marketing. Doing so will, heighten your customers experience and deepen your relationship with them. You can use texting for every day customer communications like: payment reminders, updated offers, account updates, etc. All within a friendly medium that does not require your customers to hold for long wait times, unlike other channels.
Text messages have a 5x higher response rate than other channels. So, whether you are working to acquire new customers or trying to upsell current customers, texting is a great way to communicate and reduce the time it to takes to move a customer through the funnel.
With customers responding within 90 seconds on average, texting is a quick and non invasive way to keep your customers moving through any closing process.
Using SMS Text Marketing Campaigns for Financial Services
SMS messaging is no longer just an emerging way for businesses to reach customers. SMS messages are now a mainstream communication channel applied in almost every use case across industries from financial services to telecom. With the number of organizations citing channel preference and improved CX as the reasons for driving their adoption of SMS as a marketing channel, it is safe to say consumers favor texting over other messaging apps.
In the financial services industry:
- 61% of organizations are using SMS for Sales/Marketing
- 45% of organizations are using SMS for Account Notifications such as payment reminders
- 23% of organizations are using SMS for Onboarding/Underwriting
- 19% of organizations are using SMS for Collections
Text messages are a great way to gain real-time visibility in front of your customers and grow more opportunities to get in front of them instantly. The LiveVox text messaging solution is fully integrated with other channels on the platform in addition to other contact center application such as CRM/system of record and reporting/analytics tool. With a unified data model, all SMS interaction are automatically updated in the multichannel customer profiles, enabling seamless customer journeys and experiences.
Our SMS Solution is Committed to Compliance
Here are some of the most important features of our customer service chat software designed to help your text communications remain compliant.
Invites Consumers To Text You First
Kill two birds with one stone by inviting consumers to text you first. This is a way to memorialize consent and begin a conversation in one fell swoop.
Obtains Express Consent
Many of the same protections that apply to voice calls also apply to texting. The TCPA mandates that businesses must either obtain consent from consumers prior to contacting their mobile devices or use human intervention to make contact. Consent must be clearly stated. For example, consent can be given by entering their phone number or texting you a keyword.
If consent plays the leading role in your regulatory compliance effort then opt-outs are the best supporting actor. Include opt-out instructions in every message in bold text (e.g. “Reply STOP to unsubscribe”).
Includes A Call To Action
Every SMS should have a purpose. Let your customers know what they’re signing up for up front. What is the frequency with which you’ll be texting them? What is the purpose of the messages? This is also a critical component when tracking the impact of SMS on your overall engagement strategy.
Makes People Aware Of Carrier Notices
No one cell phone plan is created equally. While unlimited texting plans are the most common, not everyone will have one. Let your customers know about carrier and data usage fees upfront to avoid any confusion later down the road.
Ways To Use Texting To Grow Your Financial Business
- Send proactive customer service notifications
- Move your customers through the onboarding and closing processes
- Text instead of call to promote offerings less invasively
- Keep customers engaged with account and collection notifications
- Hightlight marketing and loan offers
- Perform community outreach
Our solutions don’t end at just our texting software
Learn about our LiveVox Bundles that include texting, but also so much more
Cloud IVR Bundle
Improve Your Inbound Customer Experience
Deliver an exceptional customer experience while staying efficient. Self-service, automation, and intelligent routing is the answer to thriving in today’s environment.
Outbound Campaigns & Compliance Bundle
Differentiate with Compliance and Scale
Perfect your outbound communications with the power of a unified platform and get maximum compliance all in one package.
Two-Way Messaging Bundle
Engage Your Customers In a Clear and Memorable Way
Stay competitive by seamlessly messaging your customers when and how they want to communicate.
Our customers use LiveVox’s easy-to-use contact center platform to deliver exceptional agent and customer experiences while reducing compliance risk.
“Nobody touches our members or impacts the profitability of my organization more than LiveVox. It’s low cost, highly effective, easy to use, and lets me focus on teaching my staff how to run the business. So many of our members are world travelers, and now we can reach them wherever they are.”
—Anthony Warden | VP of Contact Center, Texas Dow Credit Union
“Prior to LiveVox, we were using several different applications across voice, email, and SMS. With LiveVox, all of our channels are on a single platform, providing our agents with the insight they needed to immediately identify and service the customer, regardless of the channel.”
—Tom Nusspickel | COO, American First Finance
“LiveVox was key in helping us to adapt not only by making the shift to work from home easy, but also the incorporation of new channels. Their ability to provide flexibility for us as a business allows us to pass that on to how we service patients.”
—Nathan Allen | Senior Vice President — Eligibility Practice Team Leader, MedAssist
Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.
Frictionless Agent & Customer Experiences
Easily improve customer service and shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.
One Unified Platform
All LiveVox contact center operations are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.
Reduced Total Cost of Ownership
Drive performance and stay on top of security requirements with a TCO model that also avoids unnecessary technology, minimizes the need for costly professional services, and offloads security costs.
A Partnership You Can Trust
LiveVox contact center solutions will support your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.