In an age where anyone can use social media and review sites to tell everyone about their experience with your business, reputation management and ultimately customer satisfaction has become a high priority.
There will always be limitations on how many phone calls you can take simultaneously and replying to emails can be time-consuming. While SMS can’t completely replace these forms of communication, they can definitely lighten the load when used strategically.
By publishing your virtual mobile number as a ‘textline’ and using keywords, it’s possible to automate much of the support process outside of normal working hours. An example of this would be a customer wanting to place a regular order, check stock, or request more information on a particular product – a great example of which is property.
One of the most important aspects of customer service is giving the customer a sense that you care. One way to do that is to keep them informed. Timely updates on cases, deliveries, stock levels and support tickets can keep a customer in the loop without having to come to you for the information – which makes for a happy customer.
SMS marketing is one of the most popular forms of communication when it comes to efficient, cost effective customer contact. SMS marketing allows businesses to connect directly with their customers and customers the opportunity to contact your business at a time that suits them. Across several sectors including hospitality, leisure, and retail to name but a few, businesses are making improvements to their customer experience offering through effective SMS marketing. Here we've listed out some of the key ways SMS marketing can help to improve your customer experience offering.
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.
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.
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.
All sorts of companies are finding SMS messaging works much better than traditional customer support channels like phone calls and emails. In this post, you’ll see examples of how businesses are keeping their customers happy and seeing great results with SMS.
At the end of February, Amazon’s S3 servers went down. And so did much of the Internet. What can we learn from the experience about communicating with customers during an online disaster? According to experts, having a plan that includes SMS messaging is key.
SMS is a very personal method of communication that is ideally suited to customer service. Where email can seem lazy and automated phone responses uncaring, the mobile inbox communicates directly with the user, for whom the phone is often their go-to device.
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.