The Ultimate Guide to SMS Customer Service
SMS customer service is a great way to create a frictionless buying experience and boost trust. SMS messages allow you to personalize your support experience. Listed below are the advantages of sms for customer service.
Texting customers outside of regular business hours
If your company uses texting to contact customers, you need to know the best practices for this type of marketing. First, avoid buying phone numbers and only text people whose permission you’ve secured. Then, you’ll be able to protect yourself from being sued for spamming. Once you’ve got the basics down, you can start texting your customers after regular business hours.
When texting your customers, remember to respect their time zone. While sending SMS outside of business hours might not be illegal, it can annoy them and lead to legal action. Furthermore, some countries limit the time when businesses can send promotional messages. Therefore, it’s best to send your broadcast SMS during appropriate times to minimize your customers’ risk of being blocked and encourage your customers’ response. In addition, this is particularly important if your customers are based in other time zones.
Using a marketing automation platform
Consider using a marketing automation platform if you’re looking to improve your marketing efforts and reach more customers with SMS. There are several benefits of using a marketing automation platform, and one of them is that you can automate everything from SMS reminders to triggered promotions. In addition to automating your SMS campaigns, you can customize these reminders to include discounts or short-term offers. To benefit from SMS marketing automation, you must collect phone numbers from your customers. While many businesses collect email addresses, not all enterprises collect phone numbers.
Besides SMS marketing automation, you should also use an email marketing tool. Although its software isn’t geared toward the average marketer, it’s an excellent option for those who want to automate their SMS customer service.
Using a two-way communication channel
There are several benefits of using a two-way communication channel for SMS Customer Service. Two-way texts can help you determine any issues that may be causing your customers issues, but they can also help you create new and informative content to improve your business. If you haven’t considered SMS customer service yet, you should. It is an efficient and affordable way to boost customer satisfaction and drive more revenue.
With 91 percent of Americans carrying cell phones, a two-way communication channel is perfect to increase your response rates. Customers expect quick responses through text, so brands are increasingly using this communication channel to retain their customers. One example of a brand using two-way SMS is Usual. A company can text its customers and then respond within minutes. If a consumer has a question about their order, they can simply reply via two-way SMS.
Using a personalization tool
SMS marketing has become a highly sophisticated and vital channel for customer service. Companies can now use AI and big data to improve customer service and boost sales by sending highly relevant and personalized messages. Segmentation of your subscribers is essential in SMS personalization because it helps you reach out to specific groups of people with tailored offers. Usually, market segments are classified by age or generation. In addition, it allows you to send personalized messages according to the interests and preferences of each segment.
Messages sent to customers can be more relevant by using a personalization tool. This feature allows you to insert the customer’s first name, order number, or product name. This helps build a more personal relationship between the customer and the company. Moreover, it boosts office revenue. With this tool, you can send personalized messages to your customers quickly and easily.
