Even communication channels as simple as landline texting can help us in creating an enhanced customer service experience that adds worth to your service.
So, we invite you to soak it all in as we cover the following points:
- What is text customer support?
- How to use short text messages in customer service?
- When to use text messages to “talk” to the customer?
To get started I want to show you 3 basic methods you can take advantage of SMS for business, to keep your customers connected to you. PAY ATTENTION:
What is SMS for business?
Simple text messages (also known as SMS) is being used more and more by business owners throughout the country because they have found that features such as their brevity and easy sending are more than just a convenience.
In this sense, landline texting is a valid channel to perform fast and simple communication, but adds a lot of “value”, because of the way it instantly connects you to your customers.
So, SMS for business is nothing more than incorporating an improved communication channel into your customer support approach towards the user, consumer, or customer.
Is SMS for business really useful?
With so many options available to communicate synchronously with the client, such as WhatsApp or Telegram, will it be worth considering landline texting?
The answer is yes; text messages or SMS are an ideal channel of communication in customer service.
Text messages can be used to deliver valuable information in a fast and short format. As opposed to email that may or may not be read and usually never in time, especially if it’s regarding a requested update or order status.
Two features to know about: - One, SMS is an asynchronous communication channel. You do not have to be online with the customer to communicate.
- Two, you can use landline texting to send and receive messages as needed.
How to use landline texting in customer service?
We have already reviewed the speed and convenience of landline texting which go a long way in customer service.
The use of symbols and emojis can also enhance the experience because you can use symbols and emojis as a form of expression which adds the humane factor. Rather than have customers feel like they’re speaking with a robot, you can personalize messages to reduce the impersonal mechanisms that technology sometimes conveys.
Being that text messaging works in even the simplest mobile phones, you won’t have to worry about the older generations who may not be comfortable using smartphones because it seems complicated to them. That means you can communicate with mostly all customers through SMS for business. You will be able to:
• Have instant two-way communication
• Confirm order or service information
• Provide updates
• Send promotional alerts
• Assist with common questions
• Send forms and surveys
• Provide links to products or services for easy checkout
• Show empathy and build loyal relationships
• And much more
Things to consider when using SMS for business
Something to consider when using SMS for business is the limitation of the size of messages. And it is that, a good practice in the use of landline texting? To send and receive quick and short messages. Yes! Consumers prefer it!
If you need to send long messages and large document attachments, then use email in those instances.
And if the customer needs to respond, their cost is quite low, especially because unlimited text messaging is usually included in their service plan. So to review convenience points:
- The customer does not need to have a smartphone.
- It has universal coverage (all cell phone antennas support it).
- It does not depend on an Internet connection.
- In addition, landline texting is an “unsaturated” medium, such as WhatsApp or Facebook Messenger.
When to use text messages to “talk” to customers?
There are thousands of situations in which a text message, flat, short and without “fluff”, can give us the opportunity to chat with customers.
In addition to instant conversation, it’s an excellent channel to keep customers informed, which many will value. It is another point in the brand’s favor towards loyalty to the company, product, or service.
But you can go much further than just sending updates, alerts, or reminders.
With a text message you can develop trust when a customer is ready to ask questions about your offers and they see how quickly they get a response. That sets your company above your competitors who may not offer the same instant customer service.
For example:
Rosspirtprom, which markets 60% of alcoholic beverages in Russia, implemented a way to verify the authenticity of the bottle.
How do you check the authenticity of the product?
Easy, by text message.
You send a message with the product code and the company responds, either confirming that the product is authentic or not.
But there are many other situations for which text customer service is ideal.
Suppose you own a hotel, and you are looking for a way to use SMS for business.
As part of your service design, you might include a simple practice: send a text message to the customer when they leave forgotten objects. And there you can tell him how to claim it.
But it is also a common practice for visitors to receive a thank you text message after their hotel stay, where you may even want to include a discount offer for the next time they book a room.
Based on the provided examples and listed benefits of SMS for business, are you ready to give landline texting a try? Click for a free trial!
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