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1 December 2015

Using SMS to increase customer experience

We all communicate with friends, family and colleagues via SMS, but we may not realise how often we use SMS to interact with businesses.

Have you ever received a delivery confirmation text? A note to say your taxi is arriving? A reminder to vaccinate your pet? While these interactions are usually brief, they are also very useful and demonstrate how SMS can be an invaluable tool for customer service.

Business SMS for every industry

Business SMS can increase customer satisfaction and engagement across a wide range of industries, from major international airlines to your local restaurant.

SMS can be used for:

  • Travel: Delivering information on flight updates, itineraries, cancellations and delays
  • Healthcare: Reminders for vaccinations and appointments
  • Retail: Offering special promotions, order confirmation, and delivery information
  • Banks: For balances and fraud alerts, and improved security via two-factor authentication
  • Real estate: Information on property listings, viewings, and negotiation updates
  • Services: Taxi notifications, restaurant table bookings, feedback and surveys

For better communication

Many businesses use email, regular mail, and even phone calls to communicate, but these avenues are all too easily ignored, arrive too late, or can feel very intrusive to customers. SMS provides direct, time-dependent and succinct information directly into your customer’s hands.

Benefits of SMS for customer service:

  • Broad-reaching: Works on all phones and networks
  • Efficient: Short, direct and low cost
  • Timely: 90 percent of SMS are read within 90 seconds
  • Comprehensive: 97 percent of SMS are opened, compared to 22 percent of emails
  • Personal: Forms a connection with existing customers

How to maximise the benefit of SMS

Every business needs a comprehensive suite of communication tools to engage their customers, each of which can be best utilised for maximum efficiency. The trick is to know how best to use the personalised power of SMS customer service.

Analyse how your business communicates with your customers, and work out which messages would work best through SMS. Focus on reminders, updates, promotions, and notifications.

Bear these tips in mind:

  • Try automated text responses to streamline information-gathering
  • Integrate your SMS plan with email, territorial mail and phone support
  • Don’t forget to offer opt-outs so your customers can tailor their experience

Business SMS: the simple alternative

If your business is spending too much money and energy on contact centres, watching thousands of emails pile up, or sending direct mail that likely goes directly from mailbox to rubbish bin, it’s time to invest in the simple efficiency of SMS.

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