Reduce phone calls & increase customer satisfaction
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.
Industries using SMS for customer service