Keep Customers Informed
Sending SMS notifications to consumers on the go in industries from travel to banking can keep them up to date with mission critical information. It also helps cut call center costs and enables self-service options and agent available alerts. Offering SMS makes a business more accessible to customers, but integrating it with voice, email and chat solutions can improve the customer experience even further.
47% of consumers said that texting could improve their overall satisfaction with customer support
Build an Opt-in Database and Reduce Churn
Quickly and easily build an opt-in database by inviting consumers to sign up via SMS. Reduce churn by engaging groups of consumers meeting key triggers, for example accounts that have been inactive for 3 months or more. Leveraging a database to send personalized SMS can make consumers feel even more valued, further reducing churn. Including names, details on product purchased or places visited can go a long way to increase brand loyalty.
53% of consumers aged 18 to 34 said they'd prefer to use electronic media - email, web, chat, text or social - instead of the phone for customer support
Improve the Order Fulfillment Experience
Leverage the immediacy and high read rates of SMS to keep customers fully informed, whilst reducing operational costs and freeing up support staff to deal with other tasks. Quickly confirm orders, payments made, changes in order status, as well as enable convenient services such as delivery notifications. What’s more, with SMS, the conversation is recorded for both parties should there be any issues with delivery.
89% of consumers want choices on how they can contact customer support
Get Accurate & Timely Customer Feedback
Using automated SMS to request feedback on products, staff performance or overall customer satisfaction whilst it’s still fresh in the customers mind can quickly uncover emerging problems, helping businesses learn how to improve from a customer standpoint. SMS also provides the ability to rapidly notify customers on product recalls reliably and inexpensively, increasing the response rate often experienced with emails or in-store notices.
64% of consumers with texting capabilities would prefer to use texting over voice as a customer service channel
Speed The Process Up
Using SMS to remind customers about any one of the multitude of daily appointments in their busy lives, and offering the opportunity to reschedule using self-service options if necessary, can make things much quicker than calling each one individually. Messages sent by SMS are opened and read far quicker than emails or voicemails, and they enjoy greater response rates. Using SMS to speed up the process not only improves the customer experience, but it also makes things much easier for those on the front line.
81% of all consumers agree that it is frustrating to be toed to a phone or computer to wait for customer service help
Whatever your industry, today’s customers expect communication on their terms – where and when they want to connect. SMS has the potential to elevate your multi-channel offering to meet this growing demand. Using SMS as a way to get in touch, even at 2am, gives customers the opportunity to send a message when it matters to them. Enabling an automated response giving reassurance that the message has been received, and will be acted on ASAP will speak volumes.
77% of consumers with texting capabilities aged 18 to 34 are likely to have a positive perception of a company that offers text capability
If you would like to discuss how we can help your messages reach your customer fast please get in touch.