SMS Messaging Makes for Great Customer Service
It was late Thursday afternoon on a busy week when I heard the familiar jingle. I received a text message from the company I rented a DVD from about a week prior (I know, who rents DVDs these days – but stay with me). They wanted to ask if I’d forgotten about it, since I hadn’t yet returned it. Indeed I had forgotten.
You see I’d picked up Paddington thinking the family could find a few hours that evening to watch it. But the week was especially busy and the DVD sat, unwatched, on the kitchen counter. The SMS messaging reminder spurred me into action. I cleared the evening schedule and we sat down and watched the movie together. I promptly returned it the next day.
Why does this matter? That message saved me money. A few years back I rented a video game from the same service and ended up paying for it after 25 days had gone by. My daughter was playing the game and I just got busy and forgot it was a rented game. In the end that game cost me more than buying it for her outright (but she still plays it to this day so money well spent I guess). But if they’d had the SMS messaging as a reminder service in those days, I certainly would have brought it back then purchased the game for less money through a different outlet.
So for all those other busy, distracted, and forgetful people out there, a text message reminder is an opportunity for great customer service from any business. Here are three reasons why:
- It can save the customer money. This might be counter intuitive to those who think business is all about making money. But if you can do something for your customer, then you’re on the way to reason number two.
- It builds loyalty. Would I rent DVDs from any other company? No, I wouldn’t. The number of companies offering physical DVD rentals is shrinking, but I wouldn’t leave one that did its best to save me money over their own profits. It makes me feel like they care about me and for that they earn my unwavering loyalty.
- It offers amazing return on investment. SMS messaging is amazingly inexpensive on a per message basis. What is the value of the loyalty it could bring from customers who you reach out to and help via text message? Undoubtedly a lot more than the few pence it takes to send the message. Potentially a lot more.
SMS messaging lets you engage with customers in ways you never could before, even with email. The use cases are varied enough that anyone who does business with a person (and even in B2B you’re still dealing with a person behind that business) can put it to use supporting, interacting, and reaching out to customers. And, if you are like me, you resent paying late fees even though you know you messed up. So SMS messaging avoids that black mark on your business, even if it was unwarranted.
In my last blog I looked at five reasons you want to use SMS messaging in your business. In this blog we're looking at the same topic, just from the consumer's point of view. For example, how do you really know your customers want you to send them messages via SMS? Isn't email or a phone call good enough? Is it worth your time to learn how to use SMS messaging in your business?
Customer service is arguably one of the most important parts of any organisation. Happy, loyal customers spend more and ultimately bring you more business through positive comments and referrals. Here's why SMS is crucial to maintaining high levels of support now and for the future.
Global brands are increasingly taking advantage of a Short Message Service (SMS) to connect to customers and improve customer communication and engagement. This trend is taking root amongst small companies too, as they grasp the potential to not only communicate effectively in real-time but use SMS to save time and money in their customer relations procedures.
People like SMS messaging. They really do. In a variety of surveys and studies, consumers continue to say they like it when companies use SMS to communicate with them. Let's look at some of the data that proves it to be true, and also how to make sure your company is using it correctly for customer support communications.
SMS marketing is defined by the use of text messaging to convey deals, offers or information to customers. When it's used properly, SMS is a high-return and low-cost marketing method with the ability to provide your business with a stable and effective platform for reaching customers. The main goal of an SMS campaign is a conversion; you want the recipient to perform an action as a result of reading the text message, so it's important to know what your customers will most appreciate. For a truly effective SMS marketing campaign, simply follow a few customer-centric guidelines.
It was late Thursday afternoon on a busy week when I heard the familiar jingle. I received a text message from the company I rented a DVD from about a week prior (I know, who rents DVDs these days - but stay with me). They wanted to ask if I’d forgotten about it, since I hadn’t yet returned it. Indeed I had forgotten.
When it comes to small to medium sized businesses, however, a lot of companies believe that they don't have the time or resources to truly find out who their customers are. This often results in confused messaging, emails with low open rates and low conversion levels on their website. There is, however, a way that businesses can collect precious data from their customers which will not only help them engage with their customer base on a personal level but also result in data which can help power future marketing campaigns as well as improve aspects of the company.
When handled correctly, SMS can be a dream partner for e-commerce and has a well-deserved place in your customer service suite. Once you have the all-important opt-in for SMS marketing compliance, you can begin to use SMS as a way to differentiate your e-commerce offer to make your customers' purchasing experience particularly pleasurable.