{"id":18490,"date":"2022-12-06T12:09:00","date_gmt":"2022-12-06T01:09:00","guid":{"rendered":"https:\/\/messagemedia.com\/au\/?post_type=blog&p=18490"},"modified":"2024-03-16T22:21:12","modified_gmt":"2024-03-16T22:21:12","slug":"sms-customer-support-reasons-your-customers-will-love-it","status":"publish","type":"blog","link":"https:\/\/messagemedia.com\/au\/blog\/sms-customer-support-reasons-your-customers-will-love-it\/","title":{"rendered":"4 reasons why your customers love SMS for customer support"},"content":{"rendered":"\n

Your customers have pretty high expectations these days. In fact, 88% of companies<\/a> reckon their customers today have higher expectations than in previous years. Worse, 86% of customers<\/a> will leave a brand they trust after just two bad experiences.<\/p>\n\n\n\n

It\u2019s why customer service and support matter more than ever.<\/p>\n\n\n\n

Yet delivering great customer support is one thing. Offering that support in the channels and places your customers prefer is another thing entirely. You might have the best support crew on the planet, but if customers have to spend hours on hold waiting to speak to them, then it\u2019s all for nothing.<\/p>\n\n\n\n

Let\u2019s look at why SMS for customer support<\/a> has emerged as a clear winner when it comes to delivering customer satisfaction.<\/p>\n\n\n\n

Here are four great reasons why SMS shines for customer support<\/h2>\n\n\n\n

1. It\u2019s oh-so-easy for customers to get in touch<\/h3>\n\n\n\n

These days, when a customer has a question, they expect an answer, stat. <\/em>Particularly if they have a problem with one of your products or your brand in general. <\/p>\n\n\n\n

SMS is a reliable, easy channel that anyone with a mobile phone can use. There\u2019s no app to download, no website glitches or internet issues. Just a quick and easy connection via a mobile phone network, in a channel that customers are super familiar with. <\/p>\n\n\n\n

Even better, the customer can reply at their own pace. They can respond at a time that suits them, without risk of losing track of the message chain in a browser window.<\/p>\n\n\n\n

2. It has a warm-and-fuzzy human touch<\/h3>\n\n\n\n

Forget chatbots, automated responses, and website FAQs. One of the biggest perks of SMS for customer service is that your customers will feel like they\u2019re communicating with a helpful human being.  Not only does this help the customer feel valued, but it also breeds trust and familiarity with the brand.<\/p>\n\n\n\n

Sure, SMS isn\u2019t the same as a friendly face-to-face interaction. But it\u2019s the next best thing, particularly when you consider that your customers are regularly texting their friends and family. The informal, conversational nature of text messaging makes customer support feel easy and familiar.<\/p>\n\n\n\n

3. It\u2019s easy for you to respond fast<\/h3>\n\n\n\n

One of the worst things about customer support? On-hold music. It\u2019s no surprise that only 17% of customers<\/a> will recommend a brand that provides a slow but effective solution. If they\u2019re stuck in an online queue or on hold to your call centre, you\u2019re on the fast track to customer dissatisfaction.<\/p>\n\n\n\n

With SMS, messages are delivered in an instant and you can have support conversations without delay. Customers don\u2019t need to be online or on the phone \u2013 they can continue with their day while you get the information they need.<\/p>\n\n\n\n

Behind the scenes, your support crew can handle multiple customer enquiries at the same time. Unlike phone calls, which demand undivided attention, your service reps can be far more productive.<\/p>\n\n\n\n

TOP TIP: We integrate with over 75 platforms, so you can send text messages using the CRM you already use. Check out our Integrations Marketplace<\/a>.<\/p>\n\n\n\n

4. It\u2019s a seamless experience for your customers<\/h3>\n\n\n\n

Finally, adding text messages as a support channel can help you create a seamless, end-to-end mobile experience. <\/p>\n\n\n\n

For example, imagine that your customer unboxes a brand new phone and finds a crack in the screen. Using their old phone, they take a quick photo and send it to you via text message. No need to upload the photo to a website or send via email.
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Instead of forcing the customer through multiple hoops, text based customer service:<\/p>\n\n\n\n