Customers respond well to business texting, and statistics show they prefer this method of communication above all others these days. When you combine that knowledge with the understanding that customer service does more to build brand trust and reputation than anything else, it makes sense to handle questions, complaints, order management, and follow-up through texts.
Before sharing the templates and examples of various essential customer service messages, these questions and answers can help you streamline and tailor your efforts to your specific consumer base.
Should you send written or image texts? Although MMS messages sent through Text My Main Number’s landline texting service can grab attention, send pictures with customer care messages only when needed for complete information. For example, you can send a scan of an order form or product picture. Keep emoji use to a minimum.
Does personalization matter? Yes. Address customer care texts to the individual so they know you are giving them pertinent information. Personalized service improves trust and reviews a lot. While an automatic response works for some questions, improve the outcome with a more hands-on approach from an actual customer service representative.
What about responses and follow-up? A large part of customer service involves answering questions and making sure the person is 100% satisfied with the outcome and entire process. Always ask for a response or feedback. Also, send a follow-up message a day or two later to make sure there is nothing else you can do to help
Business Texting Customer Service Examples
Although your customer care needs may diverge from these specific examples, they are representative of the types of things that most product or service-oriented businesses need.
1 – Order Confirmation and Shipping Info
This type of business texting usually makes use of an automated process that sends a personalized message to the buyer. It represents the absolute minimum that any shop or service professional should do so customer knows their order went through properly.
Hello (name). Thank you for your recent order. (Order number or product list). You can check on the status and shipping information at this link. If you have any questions, please reply and we will get back to as soon as possible.
When the order is shipped, send a similar text message with the tracking number and name of the carrier service. Consumers feel much more confident if they know when they will get what they spend money on. Confidence leads to brand trust.
2 – Automated Response to Queries
A large part of customer care involves answering questions and giving more information as quickly as possible. However, you cannot have someone sitting in the office handling all business texting tasks as soon as they come in. Customers would love this, but the next best thing is an automated message that lets them know you received their text and will get back to them shortly. At least they will know their question did not disappear.
Thanks for your recent message. We wanted to let you know we have received it and our customer care team will get back to you within twenty-four hours. (Provide alternate contact information.)
Although text messaging is the preferred method of communication these days, including a toll-free number or link to a secure website form can give customers another option.
3 – Request for Feedback and Reviews
While customer service focuses primarily on helping an individual with their needs or issues, your company should focus on improving the entire start-to-finish process for everyone. Boost your care capabilities by asking for reviews on products, services, and interactions with the company itself. Feedback provides important data that you can use to make everything better.
Greetings (name). A week has passed since your last order/contact, and we’d love to know how you feel about your purchase/experience. Please take one minute to leave a review, reply to this message, or fill out this quick questionnaire so we can serve you better in the future.
These automated messages should have tailor-made specifics appropriate for the individual’s interaction with your company. In other words, do not actually send “order/contact” in business texting. Choose the appropriate words for each text.
4 – Follow-Up Responses to Complaints and Bad Experiences
All customers or clients will contact you directly if they have a complaint or poor review about your company. They may post it on an online review site, e-commerce platform, or social media. It is important to understand that negative attention will not disappear, so ignoring it is not the best option for your customer service efforts. If the individual has opted into business texting contact, send them a message while also offering a public response directly to their complaint.
Hello (name). We recently noticed that you shared dissatisfaction with the product/service you received from Company Name. How can we solve this problem and make your experience better? I can offer (refund, answers, etc.) if you get in touch. (Contact information)
Positive customer service involves giving people what they want. If they already believe you failed to do that, it takes something extra to turn their impression around. Business texting allows immediate and personal contact that shows you care about their satisfaction.
5 – Rewarding Loyalty
Even if a customer or client has a wonderful experience with your brand, they may not become a lifelong fan if you do not follow up with them and reward their loyalty. These efforts are part of ongoing customer care that clearly shows you value them for more than their money. Business texting offers a variety of easy ways to communicate regularly, and people love to get texts that give them something valuable. The two main ways to reward loyalty and thus improve overall service include organized reward programs and special offers for specific consumer segments.
Congratulations (name)! You have reached your first reward in our Brand customer loyalty program. That entitles you to one free (product) with your next purchase. Just input this code when you check out online.
Personalize the reward to make sure customers and clients get something they actually value. Someone who buys a fifty-pound bag of birdseed every month from your pet shop will have no use for a free dog toy. A free $5 gift card means nothing if you sell diamond jewelry worth thousands of dollars.
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