As a matter of fact, SMS service is the most preferred channel for businesses as it is affordable, convenient and efficacious. It is capable of delivering fast service and provides high customer satisfaction rates. It acts as a real-time savior for the support agents at any company. When used properly, the messaging service can help enhance the customer service to a large extent. Read on to know how text messages can help do that:
Let the customers decide:
It is your duty to ensure that your brand has the permission to contact customers over this channel. The customers should be asked during service interactions if they wish to receive text communications before sending any sort of marketing offers through text messages to them. Businesses should inform the customers about the messaging and data rates. They should also give the customers a right to opt-out at any time.
Make use of appointment reminders:
Appointment reminders can be extremely useful in the case of service-oriented businesses such as a beauty salon, dentist’s office etc. That’s because these businesses require appointments to be marked beforehand. These appointment reminder messages can help reduce no-shows and enhance customer experience.
Provide an all-time customer service:
Your customers may have queries at any point of time. Since SMS is the most convenient option they may have, so, they prefer dropping a text message regardless of the time. Thereafter, they expect a quick and courteous response and if you fail to provide that, you risk your brand’s reputation. The best solution to this problem is to make use of automated messages. These messages tell the customers when and how the company will contact them during business hours.
Keep your customers updated:
Brands can keep their customers updated with the latest products, upcoming launches and more through text messages. They can schedule text updates announcing upcoming sales, discount codes, vouchers etc. In addition to this, brands can also make use of the efficacious geolocation tools so as to send offers to customers when they are in-store. Such gestures, make the customers feel valued and hence improve the customer service.
Leverage customer feedback:
You can make the most out of your customer service efforts by sending effective post-contact SMS customer feedback surveys. Make sure that these surveys are easy to read, short, and relevant including just three to four questions.
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Source: https://www.livechatagent.com/text-messages-enhance-customer-service/