With smartphone usage so integrated into society, using SMS and texting to provide quality customer service is a no-brainer. It has become an excellent way to reach customers efficiently and effectively. The customer experience that SMS provides is high quality, because communication is direct, quick, and easy to use.
Gartner reports SMS open and response rates as high as 98% and 45%, respectively — in contrast to corresponding figures of 20% and 6% for email. On top of that, according to G2, 85% of consumers prefer to receive a message over a phone call or an email.
These numbers reflect that SMS is the channel people are most used to using. We text from wherever we are – whether it’s in the office or at home – we’re always sending and receiving messages.
Messaging customers using your business phone number lets you chat on their terms. And you can do it while maintaining your professional brand. (1)
There are two types of text messages you should know about:
- Short Message Service (SMS) consists of text-based messages.
- Multimedia Messaging Service (MMS) allows pictures and other media.
Here are three ways to use text and picture messages to grow your business and provide stellar customer service.
1) Announce sales or promotions.
It’s important to quickly capture your customers’ attention with information about your products and services. If you’re running a special promotion or event, let people know right away using messages and pictures. If a picture is included in the message, the customer will be more apt to open the message quicker.
Your business can also share news through SMS. 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. Promotional texts are much more effective than emailing, as texts are less likely to get lost in the “message abyss,” which is usually what happens with promotional emails.
Furthermore, you can send a text encouraging your customers to learn more, and share a link to your website or your social media page(s). If your business includes online retail, this is an excellent way to gain website traffic and increase sales.
2) Send reminders and confirmations.
Do no-shows cost your business money? For the beauty and healthcare sectors, in particular, missed appointments are a real problem. Sending a reminder a few days before your customer or client needs to turn up can help reduce no-shows and cancellations. (2)
Reminders and confirmations are great for managing appointments via SMS. Customers can quickly reply to confirm that they’ll be there or that they’ll need to reschedule, making it easier to communicate about scheduling. This one-on-one communication makes the customer feel valued, and these days, it’s a customer service must.
It’s also a simple way to follow up on work completed. You can document on-site visits or deliveries, and share updates via a quick text or picture message. Plus, you’ll have timestamped updates, which also helps avoid any disputes. (1)
For more on this, check out our blog article, “How SMS & Chat Improve Your Customer Service.“
3) Build rapport with customers and ask for feedback.
Text and picture messages also help you build and expand relationships with your clientele using personalized content. For example, a veterinary clinic may text a client after an appointment to ask how their pet is feeling and offer a promotional discount on the next massage.
Another great way to grow your business’ reputation is to ask customers for candid feedback about how your company is performing. When customers feel valued by the company they’re doing business with, they’re more likely to come back for more and leave honest, positive feedback.
Conclusion
SMS is one of the most direct and accessible communication channels available. While phone calls are also effective, they can be inconvenient if you catch the person at the wrong time.
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.
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. Almost every business can use SMS and MMS to improve relationships with their customers. The data clearly shows that customers are more likely to respond to a text than an email.
There’s no better time than now to deliver amazing, seamless customer experiences.
Sources
(1) https://www.nextiva.com/blog/sms-for-business-communication.html
(2) https://messente.com/blog/sms-for-business-communication