SMS marketing is an excellent solution for improving customer service. With the reality where customers check their phones throughout the day, it’s a no-brainer.
Not only are people checking their phones all day, but they also open 90 percent of texts within three minutes of receipt. They’re engaging with businesses via their phones, and SMS is the perfect channel for customers who don’t want to make costly phone calls before they get good customer service.
Let’s take a look at how bulk SMS service works and how you can improve your customer experience with it.
Good customer service is the best way to establish and maintain a positive relationship between you and your customers. But, what is the definition of good customer service?
The tactic you utilize to ensure a positive customer experience can continuously be refined and will evolve with advances in technology. Looks like the quest for the best possible customer service might not ever be complete unless you pull out a trump card ― SMS customer support.
What Is SMS Customer Support?
SMS customer support is any assistance you provide to your customer via text messaging. It’s virtual and requires no physical or verbal interaction.
Why is it important?
Since it is delivered directly to your customer’s mobile phone which is almost always at arm’s reach, this means it is very personal to them. Doing so makes it easy to grab and keep their attention.
Benefits of SMS Customer Support
One of the biggest reasons why you should consider SMS as a means of customer support is to be able to reach your customers on a platform they are very comfortable with.
You can form personal connections and have your brand voice stamped in their subconscious while also efficiently improving your communication tactics and their lives.
5 tips on how to improve customer service using text messages in 2022
Letting you know how good SMS support is one half of this article, let’s explore how you’ll get the best out of bulk SMS for marketing your business:
Use SMS for time-sensitive messages
Whether you want to schedule appointments or send booking confirmations, SMS is the best way to go as this reduces the number of no-shows and reminds your customer that they are your number one priority.
Be available all the time
People are so used to SMS and they might think your SMS channel works in the same way and want to reach you at any time of the day. So you would want to make sure there is someone on your end of the phone ready to reply to their messages and inquiries. You should also consider your recipients’ timezones too.
Clarify your goals
To fully use SMS messaging, you have to be very clear about why you’re offering the option to customers. Be clear about your goals to ensure you get the most out of the service.
Select the right SMS support provider
Messaging is a broad term and you’ll have a range of providers to choose from when selecting a platform for your business and you have to put yourself first by choosing a seamless communication platform.
Prioritize EVERY message
Once your messaging support is online, think about how best to handle the demand. If you start getting many messages, you’ll need a standard system for managing them. You should consider the first in, first out (FIFO) process, which means answering queries in the order they’re submitted.
It is beyond doubt that SMS holds the dominant stance when it comes to offering a rich customer experience.
For a brand that intends to create an invaluable part in the customers’ life, it is impossible to ignore the power of SMS and the potential it holds to create remarkable brand resonance.
For more SMS marketing ideas for E-commerce businesses, be sure to check the BSG blog!