Since individuals have been texting or using “instant messages” to communicate for years, messaging is hardly a novel concept. Only messaging applications, which have been available for more than ten years, are used daily by more than two billion people. But the majority of internet messaging is still 1:1 in nature. We communicate with friends and family via SMS or IM, but B2C or B2B communication is less common. That’s quickly changing as businesses learn about the potential advantages of employing SMS for customer support.SMS customer service establishes a more intimate connection with your clients. Texting is far less official than emails or phone calls, which feel more impersonal and professional. Additionally, texting is quicker and more precise than email or phone calls. With SMS, representatives may communicate more quickly, which expedites customer service.
You can use customer service text messaging to improve your business. Use images, exclamation marks, and words in all caps to grab your customers’ attention. You can also use call-to-actions to keep your customers engaged and on your toes. To boost customer service, consider text messaging to make appointments and nip problems in the bud. To manage your customer service text messaging campaigns effectively, consider implementing a unified customer interaction platform like Podium. It will protect your data from personal devices and compile all text interactions into a single dashboard. Below are some customer service text messaging suggestions to help you begin with.
Short and Engaging Text Messages
If you have a customer who has a problem, you should consider sending a quick text message to let them know. This differs from emails or social media posts and can make customers feel more personal and connected. It also allows you to reference things such as their ordered product or name. These can help make the customer feel appreciated and encourage repeat purchases. Here are some guidelines to help you write these messages clearly and engagingly.
First, use a friendly tone. People like to receive personal business messages, so avoid using all caps and conversational language. Next, try experimenting with different wording and monitoring your audience’s response to determine which works best. Emojis and GIFs can also be used to improve the impact of your message.
Another way to increase engagement is to use time-sensitive content, such as GIFs and short videos. This can increase customer interest and keep your standards high while minimizing calls to support. In addition, by using these formats, customers can directly ask questions without going through the support process.
Offer a Callback Option
The callback option can be essential to a customer service text message. Studies show that more than 60% of callers prefer a callback to wait on hold. This will help your call center reduce its abandonment rate and improve the customer experience. In addition to reducing the average call duration, offering a callback option will allow customers to continue with other tasks.
Callback options are an excellent way to reduce queue length and help customer service agents do their jobs more effectively. In other words, call handlers will not have to rush their current customer interaction and can give more personalized service to each customer. As a result, adding callback options to customer service text messaging can help you increase your customer retention rates.
Callbacks are made up of two parts: a call to the calling party and a call to the destination number. Both legs of a ring will have charges. Therefore, the total amount for the callback will be the sum of the expenses for legs and legs.
Promote Your SMS Campaign
Offer discounts and special deals as one of the finest strategies to market your customer service SMS campaign. Keeping track of the frequency of your emails is crucial, though. Make sure to stay consistent with the type of content and frequency of your messages, and consider the value of your customers. This way, your SMS campaign will be a success.
You should ask your customers for their preferences and tailor your SMS program accordingly. Customers are more likely to respond to marketing materials tailored to their needs and interests. Also, consider segmenting your customer list by age and gender so that you can target customers based on their preferences. Finally, you can use Google Forms to create short surveys.
SMS marketing is very effective, but it is critical to comply with all applicable laws. Make sure you use opt-in lists to stay compliant. This way, you will only include customers who want to receive your messages. In addition, you’ll want to ensure that the list you have is confirmed. Another way to ensure compliance is to use loyalty software. This software lets you upload customer contact information and keep track of your campaign data separately.
Personalized Messages
The concept of personalization in customer service encompasses presenting customized content and messages to customers. Customers today are bombarded with so much information that it can be challenging to choose which messages and content to read. Personalized messages cut through the clutter by being precise and valuable. In addition, they convey a sense of knowledge and know-how about a customer’s history, preferences, and needs.
One method of delivering personalized customer service is through text messages. These messages are generally short and sweet and can be sent during business hours. This respects customers’ privacy and increases the message’s human-like feel. Personalized messaging is particularly effective when customers are impatient and want to purchase something immediately. In addition to providing a personalized experience, personalization in customer service can lead to increased brand loyalty. Studies have shown that 90% of customers would buy more from a company that provides personalized customer service.
