Your Wireless, one of the largest Verizon Authorized Retailers, with 170+ stores across 16 States, prides itself on offering personalized outreach to its customer base, ensuring their loyalty and retention.
In our recent interview, Angel shared their journey and the significant impact Statflo has had on their operations including: streamlining every aspect of their business while staying compliant, establishing a communication journey, and creating an immersive and loyal relationship with their customers.
Your Wireless has a goal to streamline every aspect of their business, from inventory to communications and beyond.
“Before Statflo, we didn't have a reliable way of reaching out to our existing customer base. It was very, maybe outside the store, maybe handing fliers. But Statflo allowed us to be more centralized… We want to average somewhere north of 250 appointments over a week. And the only way to do that is by consistently reaching out to our customers, staying on top of the software, being timely with when and how we communicate, and especially with the messages that we specifically send out to customers.”
When they turned their focus to streamlining their customer engagement and communication processes, Your Wireless immediately found success.
“During iPhone launch, we teamed up with Statflo, [and they] helped us create an iPhone campaign that led to a large number of appointments, anywhere between 5 to 6 boxes per store, and our conversion rate was between about 3 to 5%. Statflo helped a lot.”
When texting or calling customers, Your Wireless relies on Statflo’s expertise in compliance to ensure they follow all legal and regulatory requirements.
“One of the major reasons Statflo stands out in terms of compliance is the team handles all the legality behind sending the messages, which is important for us, because that's something that we just don't have to worry about… [We] never have to worry about it on our end, a customer won't be reached out to if they're on the list that they should not be reached out to. It helps us avoid all the legal issues and legal problems to make us more profitable. We want to focus on making money, not spending money on legal concerns.”
The team at Your Wireless understands the value of a personal relationship between your customer service reps and your customers. When consumers have a magnitude of options for wireless services within an arms reach or a click of a button, it is the relationship that Your Wireless has cultivated with their customers that keeps them loyal.
“The [customer] relationship is definitely one of those things that we really use internally to make sure that we are able to expand, to make sure that we're able to put that right foot forward… We never want to take a step back.”
For Your Wireless, ensuring a positive relationship and experience means creating a ‘local’ feel during every interaction with their customers.
“We're trying to create an immersive relationship with our customers. So not only giving them just generic information, but also giving them a place and a time where they can reach us. One of the great things that we do in terms of messaging with Statflo is that in the actual message, it says their rep's name, it says where the location is and it says what is surrounding that area. This helps build that local relationship where [customers respond with], ‘oh yes, you're a local store. You're right next to Walmart. You're right next to the shop, right? Yes, I know exactly where you are.’ [This] gives us the relationship vibe that we need to continuously have those customers hit up our locations.”
Angel and his team at Your Wireless know that relationship building goes beyond the contents of a text message. Ensuring the experience is just as personalized across the entire communication journey, through text and in-store, is important.
“We use [Statflo] more as a strategic plan of communication. That way we establish something called a journey communication. So what I like to do is to look at it as it's not just ‘here's a promo’, it's not just ‘come to the store’. We like to make it more of a communication type flow. And Statflo allows us to enable that flow. When [a customer] sees their thread of messages, it doesn't look like it's a junk message that's getting in. It looks like it's a real relationship that we're building with [them] to touch base on different aspects that would benefit them.”
Your Wireless has found that establishing a communication journey, rather than relying on one off promotional messages has improved their customer relationship and turned customers into ‘forever customers’.
“We really want our messages to set us up for the journey of them being a forever customer. Essentially, what we really want to do is establish that rapport with the customer from the very beginning… and then as we go through the journey… we are frequently reaching out to them to establish not only communication, but to just make sure they're a part of the journey with us. They know our store, they know our location, they know who we are. They know we are the people that are going to answer their questions and be proactive with offering things as we see solutions that best fit them.”
Curious to learn more about Your Wireless’s journey and insights? Don’t miss out—watch the full interview to see how Statflo can transform your experience too!
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Your Wireless, one of the largest Verizon Authorized Retailers, with 170+ stores across 16 States, prides itself on offering personalized outreach to its customer base, ensuring their loyalty and retention.
In our recent interview, Angel shared their journey and the significant impact Statflo has had on their operations including: streamlining every aspect of their business while staying compliant, establishing a communication journey, and creating an immersive and loyal relationship with their customers.
Your Wireless has a goal to streamline every aspect of their business, from inventory to communications and beyond.
“Before Statflo, we didn't have a reliable way of reaching out to our existing customer base. It was very, maybe outside the store, maybe handing fliers. But Statflo allowed us to be more centralized… We want to average somewhere north of 250 appointments over a week. And the only way to do that is by consistently reaching out to our customers, staying on top of the software, being timely with when and how we communicate, and especially with the messages that we specifically send out to customers.”
When they turned their focus to streamlining their customer engagement and communication processes, Your Wireless immediately found success.
“During iPhone launch, we teamed up with Statflo, [and they] helped us create an iPhone campaign that led to a large number of appointments, anywhere between 5 to 6 boxes per store, and our conversion rate was between about 3 to 5%. Statflo helped a lot.”
When texting or calling customers, Your Wireless relies on Statflo’s expertise in compliance to ensure they follow all legal and regulatory requirements.
“One of the major reasons Statflo stands out in terms of compliance is the team handles all the legality behind sending the messages, which is important for us, because that's something that we just don't have to worry about… [We] never have to worry about it on our end, a customer won't be reached out to if they're on the list that they should not be reached out to. It helps us avoid all the legal issues and legal problems to make us more profitable. We want to focus on making money, not spending money on legal concerns.”
The team at Your Wireless understands the value of a personal relationship between your customer service reps and your customers. When consumers have a magnitude of options for wireless services within an arms reach or a click of a button, it is the relationship that Your Wireless has cultivated with their customers that keeps them loyal.
“The [customer] relationship is definitely one of those things that we really use internally to make sure that we are able to expand, to make sure that we're able to put that right foot forward… We never want to take a step back.”
For Your Wireless, ensuring a positive relationship and experience means creating a ‘local’ feel during every interaction with their customers.
“We're trying to create an immersive relationship with our customers. So not only giving them just generic information, but also giving them a place and a time where they can reach us. One of the great things that we do in terms of messaging with Statflo is that in the actual message, it says their rep's name, it says where the location is and it says what is surrounding that area. This helps build that local relationship where [customers respond with], ‘oh yes, you're a local store. You're right next to Walmart. You're right next to the shop, right? Yes, I know exactly where you are.’ [This] gives us the relationship vibe that we need to continuously have those customers hit up our locations.”
Angel and his team at Your Wireless know that relationship building goes beyond the contents of a text message. Ensuring the experience is just as personalized across the entire communication journey, through text and in-store, is important.
“We use [Statflo] more as a strategic plan of communication. That way we establish something called a journey communication. So what I like to do is to look at it as it's not just ‘here's a promo’, it's not just ‘come to the store’. We like to make it more of a communication type flow. And Statflo allows us to enable that flow. When [a customer] sees their thread of messages, it doesn't look like it's a junk message that's getting in. It looks like it's a real relationship that we're building with [them] to touch base on different aspects that would benefit them.”
Your Wireless has found that establishing a communication journey, rather than relying on one off promotional messages has improved their customer relationship and turned customers into ‘forever customers’.
“We really want our messages to set us up for the journey of them being a forever customer. Essentially, what we really want to do is establish that rapport with the customer from the very beginning… and then as we go through the journey… we are frequently reaching out to them to establish not only communication, but to just make sure they're a part of the journey with us. They know our store, they know our location, they know who we are. They know we are the people that are going to answer their questions and be proactive with offering things as we see solutions that best fit them.”
Curious to learn more about Your Wireless’s journey and insights? Don’t miss out—watch the full interview to see how Statflo can transform your experience too!
