Item: Text Request
Rating: 10
Author: Erika Herman

Overall Satisfaction with Text Request

Use Cases and Deployment Scope

In my call scheduling center we have to reach out to our clients multiple times a day with schedule updates, questions etc. They have hired us to answer their phones and schedule their appointments so calling them defeats the purpose. We needed a new way to reach out to our clients quickly and efficiently and where any of our team members could continue the conversation (instead of just using a personal cell phone) - when a team member would leave sometimes the client would get lost in the schedule change!

Pros and Cons

Pros

text clients quickly and efficiently
Allow all team members to communicate with all clients and keep the conversation going
Templates to easily send regular texts
Customer service is better than excellent!

Cons

Ability to send a group text where the group can all see who got the text currently you can set up group texts but the members receive them individually - being able to see them as a group would be more efficient
Integrate with Service Monster software
Provide a multi company dashboard so my clients could implement for their companies and my team could respond to the texts - might do this but i am not sure and I think the costs are higher than other text platforms

Return on Investment

We save TIME - which I can't quantify easily
We have improved our scheduling numbers by 20% because of the quick responses we get to our clients
Our customer satisfaction score has increased by 30% because of the better communication we have with our clients
Our team's efficiency has increased and booking rates have increased by 15%

Usability

Super easy to implement, use and add team members to the dashboard. Easy to set up signatures and templates and the customer support by Text Request is OUT OF THIS WORLD!!! They truly are rockstars and care about their clients! I literally don't have another vendor that I would give that high of praise to consistently!

Alternatives Considered

Hatch

I use Hatch for my service businesses because they integrate with our CRM tool and Text Request does not. I am NOT a fan - their support is not even half as good as TR but they fill a need that our company has. I like the technology, customer service and ease of use that Text Request gives to us - I just want them to integrate with my CRM! If so, I'd leave Hatch in a heartbeat!

Key Insights

Do you think Text Request delivers good value for the price?

Yes

Are you happy with Text Request's feature set?

Yes

Did Text Request live up to sales and marketing promises?

Yes

Did implementation of Text Request go as expected?

Yes

Would you buy Text Request again?

Yes

Other Software Used

Hatch

Likelihood to Recommend

Text Request makes it simple to communicate with your team, clients and their teams. We can send messages and they can respond as quickly as needed and all team members have access to the responses so it makes it easy for us to help our clients and their customers. It does not integrate with Service Monster so I don't use TR for my service businesses, only my scheduling center. Easy way to communicate, ask for payments and reviews and keep conversations going.

Comments

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Customer Service Superstars with an AMAZING communication tool