Customer Service is vital in handling a business. How you handle issues or concerns from your buyers reflects the type of business you are running. It affects your reputation immensely because it’s the only direct contact the customer has with your brand. If it is done right, you increase customer satisfaction and paint a positive image that would not only improve client retention but invite more people towards your business as well.
There are many customer support channels you could choose from to fit your business and your client needs. Email, phone calls, social networks, forums, and message boards, are some of them but the hidden gem of customer service that is yet to be used to its full potential by small and large scale businesses alike is SMS.
With people constantly on the move, the need for accessibility is greater than ever. People demand for the ability to reach services in just one click of a button. 62.9% of the world’s population owns a mobile phone, therefore, this medium is the most ideal for reaching out to, not just other people within your circle, but businesses you regularly interact with as well.
SMS customer service isn’t just for big brands, it can actually be more beneficial for smaller businesses. Sending updates about your products or your customers’ orders directly to their mobile phones can be convenient to both of you. Your customers are given the impression that your store is not only efficient but genuinely cares about them as well while you only need to prepare templates and send them with a single click of a button.
How it Works
You have probably heard of mobile marketing and how you can use it for promotions but business text messaging is not limited to mass texting your customers when you have a sale coming or have a promotion regarding new products, it can also be used to cater to customer inquiries.
Using an SMS application with a designated toll free number on your computer or on your smartphone to easily send messages to your customers’ mobile phones is an affordable and efficient way to handle SMS customer service as compared to setting a specific mobile phone and a number to handle all those inquiries. By using this application, you are also able to set templates for similar questions using keywords to respond to repetitive inquiries. By doing so, you are helping your customer without having to personally answer their queries one by one, again and again. If they need further assistance, then you could simply give them the choice to set up a call or schedule a visit to your shop and confirm it just as quick.
Advantages of SMS
According to a recent Harris Poll 64% of consumers with texting capabilities would prefer to use texting over voice as a customer service channel. This is highly affected by the time wasted while on hold during calls, the inconvenience of having to check emails, and others. Many consumers complain to have spent more time waiting than actually getting their issues resolved. With texting, however, they are not committed to waiting by the phone listening to elevator music between ‘we’ll be with you in a moment’ reminders and they can be quickly notified when there has been a response.
Aside from that, there are a number of advantages that SMS customer service has that may fit your business; here are a few:
A person’s phone might be the most personal gadget they own. It’s on them almost every hour of every day and is constantly checked whenever it receives a notification. Creating a closer relationship with your consumers by reaching out to them through the medium that’s personal but not too invasive can increase customer retention.
Almost all mobile phones are capable of sending and receiving text messages. It doesn’t require an internet connection. As long as you have reception, contact is available anywhere and at any time. Unlike other channels, with sms customer service, your consumer can reach you when they need to without the hassle of having to connect to the internet or spending time on hold.
With a 97% rate of being read within the first four minutes of receipt and a 45% response rate, messages have a better chance of getting a message across compared to voicemail or email. So, if you send updates to your customers they are more likely to respond to it when they receive it through SMS.
SMS platforms (SMS Go) that allow you to send messages by bulk or individually through your computer straight to your consumers’ phones are available everywhere and they double as platforms for your sms customer service needs. It’s a small investment to make for the profit you will be making off of your regular customers.
Using a platform that would help you reach a wider audience and create a smaller gap between your business and your customers would not only be beneficial to the people you are catering to but would give you a better image as well. It has been discovered that 82% of people seek referrals and positive reviews by other people before purchase. Therefore, by investing satisfactory service into one customer, you’re already inviting more people towards your brand.
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