Leading Home Security Provider Sees Huge Benefits Leveraging Text Communications

Brinks Overview

Brinks has always been one of the most widely recognized brands in its market space, known for their dedication to security and protection. Brinks Home Security was recently ranked #1 in Customer Satisfaction with Home Security Systems by J.D. Power, and with over 1 million subscribers, Brinks is one of the largest and most trusted home and commercial security companies in the U.S.

 

Why Brinks Decided On Text

Brink’s takes its commitment to provide powerful and reliable home security seriously. As an industry leader who believes mobile technology is the fastest way to connect, it makes sense they identified text messaging as a more effective way for customers to engage. The company implemented a multi-channel messaging platform for a new and more efficient way for their customers to connect with the company and its contact centers for all types of assistance. Brinks deployed inbound SMS/text messaging, outbound text notifications, and web chat.

Texting offers immediacy and convenience, highly desirable traits when it comes to engaging with the provider of your security and home automation system. But the requests that Brinks receives over messaging aren’t just the urgent kind. The company also receives messages from customers who need help troubleshooting a major issue or to just replacing parts in their hardware.

In an effort to measure and continually improve on the digital experience, Brinks built out a short survey which was automatically sent at the close of each text message conversation. The survey questions were used to calculate Customer Satisfaction rates (CSAT) and Net Promoter Score (NPS). Issuing a satisfaction survey via text instantly yielded a 10% completion rate, which is a 60% increase over surveys delivered over traditional channels.

Converting 10% of their inbound phone-based customer contact to a digital messaging experience in 5 short months, Brinks saw a noticeable difference in how customers and agents interact. Messaging allows customers to have conversations at their desired pace, while enjoying an experience that is as familiar as texting with family and friends.

 

Summary

Messaging has dramatically and positively impacted the contact center. First, there was an immediate shift where 10% of phone calls now moved to messaging. There is also a significant difference in agent productivity. With phone calls, agents can only handle 1 inquiry at a time, but with text messaging, the agents handled 4-6 unique conversations at a time. Even with an increase in the number of conversations each agent has, there still was an uptick in CSAT. In fact, Brinks is watching the satisfaction rate with text messaging continue to climb, all while seeing staffing savings.

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