5 Business Texting Services Takeaways to Enrich Customer Service

5 Business Texting Services Takeaways to Enrich Customer Service

Whether you’re a brick and mortar business owner, an e-commerce business or a service professional, Business Texting Services are probably a term you’ve heard about lately.

Being that it’s somewhat of a catch all, and it serves different purposes for a variety of industries. As a leading provider of business texting services, we’d like to give you the rundown on how business texting services will help you improve your customer service practices.

How Can I Use Business Texting Service for Customer Service?

The best method to understanding a large concept like business texting services for customer service is to zone in on the important features that will allow you to enhance your daily service operations. The Text My Main Number SMS platform allows you to integrate text messaging with emails, social media, online chat, and then there’s the web-based user panel that allows you to manage and maintain a history of conversations.

While you’ll find many providers that offer business texting services, not all will provide free training to teach you just how seamless the process can be. We do.

Adding a digital layer to your existing customer service practices will help you meet your customer’s needs. People are more digitally inclined these days, especially when it comes to shopping online. However, online shoppers don’t have a customer service desk to walk up to when they have questions or concerns. So, it’s important that you provide them with easy access to your customer service representatives online. Be it by online chat, email, or directly through their mobile device using business texting services.

You can use SMS to:

  • Offer answers to product or service inquiries
  • Provide technical support
  • Assist with returns and exchanges
  • Help place orders
  • Schedule, reschedule, cancel or confirm appointments

That being said, we think it’s safe to say that business texting services is what will help improve customer service to your virtual audience. As SMS usage evolves, customers expect companies to reach them where they are. Online. In order to expand your customer service strategy to meet their needs, you have to separate your level of service from your competitors.  

Why are Business Texting Services Perfect for Your Business?

Here are 6 reasons why business texting service will help your customer service staff:

  • They can handle customer requests faster since messages are delivered instantly.
  • They will be able to enthusiastically reach out to customers and prospects in a personalized, and less invasive manner.
  • Your team can manage and monitor the ongoing conversations through a control panel.
  • Customer service can be made available 24/7.
  • The staff can manage multiple conversations at the same time and each customer will feel like they’re being individually attended to, whereas you can do that in-person at a brick and mortar location.
  • They will have access to the history of all conversations and can prioritize requests.

As we stated earlier, consumers have a heightened expectation on how companies meet their needs. In fact, a survey conducted by Microsoft, revealed that 54% of consumers shared that they have even higher customer service outlooks than they did only 1 year ago. The pace, responsiveness, and convenience that business texting services offer will allow you to keep up with consumer needs.

How Do Business Texting Services Work?

In order for your brand to produce the best online customer experience, you have to commit to generating opportunities through multiple devices and stay ahead of customer requests. You must do that while delivering a humanized touch and providing solutions.

5 Business Texting Services Takeaways to Enrich Customer Service

1. When customer service representatives aren’t available, don’t let the lead go to waste.
If you don’t have the budget to have a 24/7 team, that’s just fine. The good news is that your inbox is open 24/7 so you have the ability to automate responses for the customers who contact you after hours. You can include verbiage on when they can expect to receive a live representative. You can also program the Text My Main Number autoresponder to pick up on keywords that will automatically respond with a link to more information on a specific product or service. This way they may possibly find the answer they’re looking for before a live customer service rep is available.  

2. Optimize customer service contact for mobile devices.
A whopping 52.2 percent of website traffic around the world comes via mobile devices. Since most of the population is searching this way, the customer service experience you deliver should be seamless to access on mobile phones. A great way to facilitate and encouraging text messaging is to add a “click to text” button on your website and social media profiles.

3. Check your social media pages for messages various times throughout the day.
When you have social media profiles, you can bet that your consumers will find you so it’s important that you structure your pages in a way where you are ready to serve your audience.

Customers have become accustomed to using channels like Twitter to send their customer service request. About 70 percent of customer service requests in the last year came via Twitter! It appears that it’s become the preferred way to send in questions. That’s why it’s crucial that you check your social media messages various times a day to avoid leaving any inquiry unanswered.

4. Augment your auto-responses with resources that will proactively assist customers.
Creating FAQs on your website is an excellent way to address most inquiries. If you include a link to this section on your website in your autoresponder, you greatly increase the chance of resolving a customer’s concern even when you don’t have a live person available to provide support. Always remember to include your hours of operation so they know when they can come back to chat with a live agent.

5. Always send company updates to your consumers to keep them in the loop.
Business texting platforms allow you to build relationships with your audience. That means the platform isn’t just be a responsive space, but also a proactive one. Without overwhelming your customers with a bunch of messages, instead send valuable updates and resourceful information about upcoming changes, new product or service announcements and promotions. The name of the excellent customer service game is constant awareness. So long as you commit to monitoring your business texting platform, you’ll begin to see improvement in your customer service practices. Want to give business texting a try? Contact us with you any questions you may have on using an SMS platform for your business.

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