For business campaign, SMS marketing is a great solution. It can also improve customer service. Practically nowadays most of the customers keep on checking their phones throughout the day. And most of them engage their business via their phones and sms is the perfect channel for customers.
Using SMS marketing is simple, quick and very cost effective. And it can easily be used to enhance customer service. One of the reasons SMS marketing is so great for customer service is that it offers personalized service, which means more attention for individual customers. Here how can you use sms to improve customer service.
Use SMS for time sensitive messages
Majority of SMS messages are opened within three minutes of being sent. This proves that how fast are people with technology and how effective form of communication is sms. If you work in an industry which requires the scheduling of appointments, SMSes are exceptionally effective as reminders. This reduces the number of no-shows and improves the customer experience.
Create opt in strategy
The reality is that you can’t just send SMSes to your customers unless they’ve agreed to be on your list. There are various rules, laws and guidelines which you need to follow. While you should study all of the necessary rules yourself, there are two things in particular to take note of. First, don’t send messages unless consumers have agreed to receive them and second, you must make sure that they have the option to opt out.
Implement post-contact questionnaires
There’s little point in making use of SMS marketing for customer service if you’re not aware of what you’re doing right or wrong. Allow your customers an opportunity to provide feedback. Your surveys should be easy to read, short and relevant. Keep it quick or you’ll risk annoying your customers.
Don’t try to do too much with your SMSes
. There are certain situations when it just doesn’t work. Examples are when campaigns are too complicated or emotional to communicate in just a few characters.