4 Ways Text Messaging Can Enhance Your Customer Service Strategy
Whether you sell goods or provide your customers a service, strong customer service is important to every business and the longevity of your business. Maybe you’re looking to drastically improve your customer care, or you have a quality customer care program that you want to start or enhance. Whatever your motivations or needs, a mass text messaging service can help you surprise and delight your customers!
What Defines Customer Service?
Customer service can be broken down into two different types of interaction:
Reactive Support: Customers aren’t happy with their experience and you need to find a way of rectifying their issues as soon as possible.
Proactive Information: Order confirmations and shipping notifications are just the tip of the iceberg! There are other categories like inventory alerts or limited-time promos which could fall under this!
The more hands on your customer service and support is, the happier your customers will be! If you really went the extra mile, they’ll even spread the word about your awesome business to their family and friends. These positive interactions can have a domino effect on your business growth and create more loyal customers!
We want people raving about a top-notch interaction they had with your business! That builds your brand reputation, and ultimately, it keeps your happy customers coming back!
Why Add Text Messaging to Your Customer Service Strategy?
But how does this relate to texting? Great question! First, let’s all agree on one thing: when it comes to customer care, the quicker you can provide an answer, find a resolution, or just engage in two-way communication, the better, right? Of course!
Think back to the last time you felt ignored by a company. Maybe you placed an order, filed a complaint, and just never heard back. Maybe you did eventually get a response, but it was too late. By that time, you had already moved on to a more supportive and trustworthy competitor.
Here’s where mass text messaging can be a pathway to excellent customer care interactions!
- 98% of text messages are opened within 5 minutes of receipt.
- It takes the average person 90 minutes to respond to an email, but only 90 seconds to respond to a text!
- The average American looks at their cell phone over 150+ times a day!
People are attached to their mobile device. When you have a mass text messaging service, you know that customer communication will be easy and allow you to take advantage of this constant contact.
How Text Messaging for Customer Care Works
Every business will have a set of common interactions that are also unique to their business. An online dress boutique, for example, might receive tons of inbound sizing requests, while a digital marketing firm might want to text weekly reports to clients.
There are no limits to the interactions you can have with your customers! Anticipate their needs and fulfill these inbound requests with easy to receive text messages to create a conversation personal to your business and customer. Here are some great examples of how business owners are using LiveComm’s text messaging service to enhance their customer service strategy!
4 Mass Text Messaging Tips For Businesses In Any Industry
- Appointment Reminders
We work with hundreds of hair salons and spas who use LiveComm to send regular appointment reminders. This helps minimize no-shows and helps remind clients who may have forgotten about their upcoming appointment!
You can automate appointment reminders and SMS notifications to let LiveComm’s text messaging service do the heavy lifting and make sure your reminders go out on time!
- Order Update Notifications
Text message updates are critical for e-commerce business owners. Keep your customers in the loop with important order updates, order confirmation, shipping notifications, refund confirmations, out of stock alerts, and everything else you can think of! The more your customers know, the better chance you have of turning them into a repeat buyers!
As an added bonus, if you’ve setup your online store front to stay informed, you can send subscribed customers a quick message if they’ve abandoned their carts! Not only is it a helpful reminder for them to finish their purchase, but it can also help boost your bottom line!
“Mass Text Messaging Can Improve Customer Relations, Promote Exclusive Specials
and Create Open Communication”
- Follow-Up Surveys
Feedback is crucial for any business, but it can be difficult to capture. You’ll most likely hear about an issue when it goes totally wrong, but what about people who are happy with your product? What about people who are slightly bothered but not motivated enough to complain? You probably want to hear those voices so you can keep your product or service evolving to meet customers’ needs, and so you can evaluate whether or not your customer service strategy is working!
Sending a follow-up survey via text is an easy way to grab feedback. Replying to a text doesn’t take a lot of work and people are often willing to answer a short survey. Instead of wondering what your customers’ experience was like— just ask!
- Two-Way Messaging
No matter how smooth you try to make the customer experience there will always be hiccups. Make your customer support process easier for your staff and customers by offering text support! Getting customers to text in their issues can help you solve their problem faster. You can have them share photos of their products through text, and you can help them troubleshoot with real-time solutions.
With a service like LiveComm, you can provide customer support through text from our desktop platform or mobile app. Now, it’s easier to provide the high-quality customer care you want to be known for with easy, affordable solutions like mass text messaging.
Ready to start serving customers better and reach them in minutes with the latest marketing solutions? Contact LiveComm today and start your free trial!