How many texts do you receive in a day? How fast do you check a message when your device notifies you?
Because of our reliance on phones, SMS is a powerful tool for customer support. Studies show that individuals read 98% of text messages, compared to 20% of emails. SMS messages are read more and delivered immediately. SMS messages are simple and have some key uses that make it preferable to other communications.
Because SMS is more decentralised and personal, companies are hesitant to add SMS to their support workflow. Here are some ways to incorporate and optimise SMS in your customer support.
Verify information.
SMS ensures you reach the right point of contact for simple interactions. Ask simple questions to be sure everything on your customer profile is correct. SMS is great for double-checking the information you need.
Set reminders.
Check in with your customers and keep them updated. Send reminders about upcoming payments, deadlines, and appointments. SMS reaches the customer instantly and does not need a reply.
Send follow ups.
After a conversation on any channel, reach out on SMS. Acknowledge any follow up tasks or information needed when engaging with a customer.
Get quick responses.
For time sensitive issues, get a response from a customer through SMS. Most customers have consistent access to their phone and are likely to see SMS immediately.
Generate feedback.
Make it easier on customers to give you the feedback to improve your team. SMS is a great way to collect customer feedback. Long surveys are daunting, time consuming, and often ignored. Get a positive or negative response via SMS.
The immediacy and accessibility of SMS is crucial for quality customer support. An SMS channel puts your company in the hands of every customer. Stay in touch with customers and monitor issues at their convenience.
Ready to include SMS in your customer support and engagement strategy? Talk to one of our team members at Logicalware today! With personalised SMS identities and templates, SMS is the next step to manage ongoing relationships with your customers. Upgrade your existing CX platform or migrate to Logicalware to incorporate every customer and channel into one platform. Email sales@logicalware.com or contact us via live chat.
