With smartphone usage so integrated into society, using SMS and texting to provide quality customer service is a no-brainer. It has become a great way to reach customers effectively. The customer experience that SMS provides is high quality, because communication is direct, quick, and easy to use. When your business implements texting into its marketing strategy, your customer service crew will be able to connect more readily with customers and respond easily to inquiries. Businesses who have adopted SMS and MMS customer service and marketing tools are finding that there are many uses of this channel of communication, and many successes.
Customers and businesses do not need a smartphone to send and receive SMS and MMS. This not only elevates convenience, but gives a more inclusive line of communication with demographics such as the elderly or lower-income families who may not own smartphones. SMS has a 98% open-rate in less than 3 minutes, making it the most reliable and trusted communication source available – much higher than email. There’s no better way to keep your customers informed through proactive notifications. Additionally, it adds a level of security with mobile number verification and one time pins. With the right platform, it will also easily scale with your business. Check out some of these statistics below about SMS marketing.
Stats & Facts About SMS
97 percent of Americans use texting at least once a day on their cell phones.
More than 80 percent of American adults text which makes it the most common cell phone activity.
Email has a 20 percent open rate, while text messages have a 98 percent open rate.
Text messaging has a 45 percent response rate, while email only has a 6 percent response rate.
90 percent of all SMS texts are read in under 3 minutes.
On average, it takes a person 90 minutes to respond to an email, but it only takes 90 seconds for them to respond to a text message.
79 percent of businesses believe that customers prefer SMS/text support.
80 percent of people use texting for business.
1/5 of consumers are just as likely to prefer an SMS message from businesses to a phone call.
More than 1/2 of consumers would be likely to text with a customer support agent. 52 percent would prefer texting with customer support over other methods.
A great part about utilizing SMS and MMS with CallHarbor is that you can get started immediately if you are a CallHarbor customer – no integration required. Simply log in to our online portal and start communicating with your customers. SMS also works well on its own as a marketing channel, and it also works to enhance other channels such as email, social media or calling. Many businesses are finding that SMS is a good way to send appointment reminders, organize food pickup and delivery notices, and send event invitations and confirmations. It’s great way to provide your customers with a quick and easy customer service experience, while keeping the conversation on track and organized.
Other Uses for SMS
Your business can share news through SMS. If you have a new product or service you want your customers to know about, or if you have store/location/business hour updates, you may want to share this news with your customers. A quick text message can let your customers know about changes to your business, special deals only for those signed up to receive texts, or anything you think will interest customers and clients and get them interested in your brand.
SMS can direct traffic to your website. When you want to get customers to engage with your brand online, it’s really easy to send out text messages that have links for them to click and follow. Some platforms, such as Instagram, are not as link-friendly, so this can be a good way to get your engagement elsewhere. You can send a text to learn more, and share a link to your website or your social media page. If your business includes online retail, this is an excellent way to gain website traffic and increase sales.
Utilizing Chat for Customer Service
Similar to SMS, customers prefer live chat over social media, email, and phone call support. Live chat support is fast, efficient, and convenient. Customers also do not have to use their own data or WiFi, they can simply hop online. The benefits of live chat include giving customers a faster & more convenient way to get in touch, improving the support experience, boosting agent productivity, and helping your customer support staff get to know your customers better.
The top reason why customers prefer live chat is that it lets them get their questions answered immediately. With live chat, you give customers a way to reach you in the exact moment that they have questions or problems that they can’t solve. It’s more immediate and personal than sending an email to a support team and waiting for someone to get back to you. The immediacy of getting help is likely why customer satisfaction ratings also tend to be higher for live chat than other types of support.
Live chat boosts your customer service team’s productivity by making it easier for them to juggle multiple chats at once. While a person can only be on one phone call or reply to one email at a time, with chat they can make a quick response and look at another chat while waiting for someone else to respond. For trickier issues, they might need to focus their attention on only one or two chats, but if they’re working in multiple chats full of quick & simple questions, handling five at once is much more manageable.
97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand. Although this stat isn’t specific to SMS, providing great customer service is all about showing customers you care and solving their issues quickly no matter how they choose to interact with your business. By having 1 on 1 conversations via SMS and chat, you can help build an emotional connection with customers and drive loyalty.