SEATTLE, WA–(Marketwired – Dec 3, 2013) –Zipwhip, the world’s first text carrier, today announced its toll free texting service is helping the National Restaurant Association (NRA) improve and expand customer support for more than 40,000 members representing nearly 500,000 foodservice establishments.
The NRA equipped its existing toll free telephone number with texting capabilities in August and since then has engaged in more than 6,000 text conversations with association members, NRA ServeSafe® food safety instructors, students and administrators, and other constituents. The NRA also reported an 80 percent decrease in the number of voicemails it has received during the same time period, and that on average about 10 percent of NRA customers are now choosing texting over calling.
Founded in 1919, the National Restaurant Association is the leading business association for the U.S. restaurant industry, which comprises 980,000 restaurant and foodservice outlets and a workforce of more than 13 million people. According to Eric Fenlon, manager of the NRA service center, the popularity of texting and a rise in inbound phone calls were two important factors that led the NRA to add Zipwhip toll free texting service to its customer support program.
“The NRA is committed to saving our members time and money, while providing them with access to the best food safety training and certification programs in the restaurant industry,” said Fenlon. “We have high standards for customer service and support and found that for many of our customers texting is a more convenient and faster way of engaging with NRA staff with questions about billing, test scores, certification status, product orders and other important matters. Texting continues to be a preferred method of communication, as evidenced by a recent survey we conducted that showed an approval rating of 4.9 out of 5 for the Zipwhip toll free texting service.”
Other benefits Zipwhip toll free texting provides include:
- Shorter on-hold times and reduced abandonment rates for callers
- Multiple customer care representatives can login and use the Zipwhip web-based texting system and document the full history of each text conversation in real time
- Enhanced customer engagement and loyalty
“We appreciate the opportunity to strengthen the NRA’s customer service and support program with toll free texting,” said Zipwhip CEO John Lauer. “We believe, as the rapid growth of business texting shows, that there’s tremendous brand equity and value in existing landline and toll free phone numbers. Today’s tech-savvy consumers want to text the businesses they have a close relationship with, and it’s clear that businesses are benefitting by allowing them to do that.”
Zipwhip’s innovative approach adds a second carrier — a text carrier — to existing toll free numbers for the NRA and other businesses and organizations. The service does not require businesses to make any changes to their existing numbers, service or hardware. They simply sign up for a separate cloud-based texting service at zipwhip.com, text enable their existing toll free numbers, and start texting from any connected desktop, tablet or smartphone in a matter of minutes.
Zipwhip, which offers service in the U.S. and Canada, began text enabling landline and toll free numbers in March and in seven months has provisioned 2.5 million business phone lines. Businesses interested in equipping their current landline or toll free phone numbers with texting capabilities are encouraged to call or text Zipwhip today at 1-855-ZIPWHIP.