Creative ideas for effective customer support via SMS
If you want to be successful in business nowadays, you have to stand out from the competition. The first step is to provide your customers with proper care and support.
If your consumers have important questions or various technical issues with your products or services, immediate support is not only required but expected. High-quality customer support will increase overall satisfaction, which, in turn, can result in nine referrals per one happy customer. Besides, it will also avoid the adverse effects of angry customers who give negative responses.
How can SMS help you?
A growing number of businesses now use SMS messages. Research shows that texting is an effective way to support and service customers. What makes SMS so powerful though? More than 4 billion people all over the world use SMS services. Also, 90% of customers read SMS messages in the first 3 minutes they receive them when the average email open rate at the same time is just 20%. SMS is also an incredibly flexible platform. Your messages can be customized specifically to address individual recipients or key groups of people on your subscriber list. As a bonus, customers don’t have to be connected to a data plan to receive incoming SMS messages.
What is SMS customer support?
When we talk about SMS Customer Support, we mean the support given by a business to a client using text messaging. It needs no face-to-face interaction or verbal communication. eWeek reports show that 52% of people would likely prefer to text with a customer support representative if given the option.
Improve customer support with SMS
If you want to get the advantages of the SMS benefits to support your customers and your business, here are some ideas on how you can get started.
1. Get feedback
Most of the customers that have a bad experience with your business will not take the time to complain. Get ahead of issues by getting customer satisfaction feedback via SMS polls. Customers can submit feedback anonymously and simply, a fact that helps companies advance their customer service experience in the future.
2. Allow 2-way communication with your clients
Two-way communication allows consumers to fix a problem with a company quickly, in the format they prefer. Fifty-two percent of customers would rather communicate via text messaging than a phone call when it comes to dispute resolution. The approach is both convenient and effective for businesses and customers.
3. Send appointment reminders
SMS alerts about meetings and appointments are welcomed by clients. Seventy-five percent of millennials would prefer a text message reminder versus a more traditional phone call or postcard. These alerts ensure a higher percentage of customers show up for scheduled appointments and receive the services they need, creating a positive impression of the business.
4. Select the right customer texting channels
Using multiple texting support channels gives your clients more options and proves to them that you value their time and that you take their feedback seriously. It helps inspire loyal customers, builds your brand name, and can lead to positive growth for your business or company.
5. Share promotional codes
Send ‘thank you’ offers, discount codes, or exclusive sale notifications to your customers if you want them to keep coming back to your brand. Remember to support your customers, even if they haven’t asked for anything.
6. Send digital receipts
Having proof of purchase on your phone makes inquiries and returns easier for everyone. A smooth transaction leads to a positive impression of a business’ customer service approach.
7. Secure password resets
Verify changes to a user’s account—like password resets– using SMS-based two-factor authentication. Skip annoying secret questions and avoid call center requests when a user forgets their password. Sending one-time passcodes [OTPs] during the reset process is quick, reliable, and a secure method that has become an industry standard.
What’s next for your business?
Are you ready to implement an SMS messaging system that will strengthen your customer service performance? Perfect for one-on-one communication, SMS customer service offers a personal experience that puts your customer’s happiness first and foremost. It also leads to time-savings, efficiency, and money-saving benefits to your business. Inform your customers that you offer SMS for customer service, on your website, in your emails, and on your social media platforms.
Customer service is a crucial part of any business — global or local — that must be of the highest quality if a brand looks to have any success moving forward. Use the right technology to further improve your client’s customer service experience, then utilize it in the right way and use the right strategies.