According to a recent report released by TechCrunch, most people spend at least five hours on mobile phones. They explore apps such as social media, entertainment, and messaging. Surprisingly, they only spend 8% of their time on the web browser. Currently, most businesses have adopted numerous ways of engaging with customers.
They use the VoIP phone system and personalized emails and brands to ensure their customers have an omnichannel experience that will serve them best. Businesses, especially the upcoming ones, adopt messaging via SMS and IM to reach their customers. Luckily, platforms like Whatsapp and Facebook offer free messaging tools for companies to post their products and communicate to their customers.
Simple Definition of Customer Service, and How SMS Can Improve Customer Service
Customer service is a direct and one-on-one interaction between the company representatives and the consumers making the purchase. Companies guide their customers before, during, and after purchasing their products. They promote customer satisfaction which is essential to every business. Also, they entice new customers to their companies because of their excellent reputation.
You can employ the use of SMS to enhance customer service.
- Greater Audience Reach
You can engage the use of a mass texting service to reach a large audience by sending an SMS marketing messages page. According to the study, companies do not fully utilize texts despite having more than 2 trillion texts sent in the U.S annually. One benefit of using this is that you can send messages to many people within seconds.
Also, it allows you to communicate with your customers directly, where you can keep on updating them on their shipments and any troubleshooting issues. Additionally, you can inform them of any changes they may need to know.
- Automated Texts Improves Efficiency
Today, about 5.5 billion people receive or send SMS messages globally. Text messages are a common way of communication, and it’s effective since it keeps the audience engaged. Compared to email, the highest percentage of people ignore it. Therefore, consider communicating to your customers via SMS messaging to increase your sales.
Some businesses have gone the extra mile of automating response messages for commonly asked questions and simple requests like WIFI passwords and business hours. So, customer service agents will have ample time to handle complicated issues. Also, keep updating your customers with essential news to avoid unnecessary interactions.
- Provides Exclusive Coupons
It feels good to receive a reward and appreciation. Customers like getting special treatment and deals. So, to improve your customer service, you should offer good deals to customers. Have your contact list, look for loyal customers, and acknowledge their continued loyalty. Also, you can offer them VIP treatment or give them special treatment.
You should ensure you don’t give too much information because some customers may not have time to read everything, making them miss vital information. So, ensure your texts are precise and short.
- Instant Feedback and Reviews
Customers tend to have high expectations when it comes to customer service. Customers like chatting to the customer service representatives within the shortest time. They can contact you whenever they want since they have their mobile phones. The customer service agent responds quickly with the new technology and the proper training.
To get customer service feedback, look for your past and present customers. Conduct a simple survey to gauge their experience. If you get some positive responses, you can measure how you are doing. You can also use a link on the third-party review site to inform your customers what they should expect if they get services and products.
- You Get Notices on Order Confirmation and Delivery
It’s crucial to know if your order is confirmed once you place it. It doesn’t matter which type of products you sell because smooth and efficient delivery is paramount. Integrating an SMS service, you update your customers on their package where about, that is, delivery stage, and arrival time.
Using the above tips, you can effectively improve your customer service. In today’s competitive business environment, you must ensure your business stands out by incorporating SMS to enhance the communication between you and your customers. Sometimes, the customer may have an urgent issue that needs instant resolution. Therefore, you encourage customer loyalty by providing quick solutions, and you will get referrals because of your instant customer service.