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Send support text messages through your email platform and improve customer service

Customer service and experience has never been more important for businesses. The customer support expectations have dramatically risen over the past number of years, and businesses are now frantically trying to find ways to improve the support they offer.

But why have the levels of support and service that are now expected by customers risen?

Instant millennials
Millennials have grown up in a world with social media, Google and online shopping. Everything the world knows, instantly at their fingertips, which has led to their desire for everything to be instant. 

This has led to a lot of change, from how we communicate with businesses, to how we watch television. Why watch it on television at 9pm on a Thursday night, when you can watch it on any device, at anytime on any day of the week? Why wait for an email, send a letter or get frustrated being put on hold, when you can text a business?

When applied to business, the support and service they offer must adapt to fulfil this need. Offering ways to instantly communicate with their customers, quicker delivery times, and any details or information instantly.

Online reviews 
There has also been a review revolution over the past decade. With review websites like Trustpilot and Feefo, along with the ability to leave reviews across social media, websites and just anywhere and everywhere across the internet. Customers are now becoming more aware of not only the service they are receiving, but also the service other customers are receiving with other businesses. Meaning that this review movement has not only forced businesses to improve, but led to customers researching and looking around more. 

More major business interactions 
Customers are now interacting more and more with large corporations who offer an extremely high level of customer service. Which means they are becoming used to this level and are wanting this level of service when they interact with any and every business, no matter the size or price.

Now SMS is here to save the day. The saviour of businesses and customers who want to communicate efficiently, conveniently and instantly. However it maybe the preferred convenient device for customers, but is it for businesses?

Of course you can send big bulk SMS campaigns really easily with SMS, and with SMS API’s you can easily send automated text messages, but are those options the perfect match for customer service text messages? No, not exactly, but with FastSMS you can send text messages through your email platform. With our clever system, your emails will get turned into text messages and sent to your customers, then when they reply back into emails and delivered to your email inbox.

Benefits of email to SMS
Benefits of sending text messages through your email platform 

  • Convenient for staff as they don’t have to login to another platform 
  • Can have many text conversations at the same time
  • Stores the conversation like an email chain 
  • Quick and easy with no complicated software to install 
  • But most of all, it’s great for your customers as they will be getting an instant form of communication with your business that’s convenient for them

If you would like to know more about our email to SMS solution and how it works, then visit our support page here. Sign up for your free account today and start improving your customer service today.