Today’s customers need brands and companies to provide them with services where they feel heard and valued. So, how can you improve their customer experience with SMS?
Given that they are well-informed about the technological changes and trends in the industry, they have increasingly high expectations and search for means to communicate with businesses more directly.
In light of this, companies are required to modify their policies for customer service and customer interaction follow-up.
Contact centers are becoming more dynamic. Thus, agents need better trainings to provide a high-quality service, and consequently an exceedingly good customer experience.
In addition to better service policies, it is vital for companies to implement means through which they can communicate directly with customers.
One of the contact strategies that has kept pace with the industry throughout the years is custom SMS messaging.
Although one-way and two-way bulk text messages are not new. They continue to prove effective when communicating with customers because they deliver information to thousands of mobile phones, even if they have no Internet connection.
SMS in Customer Journey
Many businesses that focus on customer experience use text messaging as their main customer service strategy, and not only as a contact option.
This means they implement SMS messages in a multi-channel strategy where customer service is provided throughout different touchpoints.
For instance, the first touchpoint can be an email. In it, customers ask for information related to a product or service.
The second comes when a sales representative contacts customers over the phone to schedule a meeting, and the third and last one is a SMS message that customers can reply to with a “yes” to confirm their attendance at the meeting.
You can also use SMS messages to disseminate reminders and notices regarding events and new products. Some companies also use them to thank customers for their business or for taking part in one of their events.
Other Uses of SMS Messaging
Text messages are also in use for debt collection strategies. They make it possible to send information about payment methods, due dates, outstanding balances, or discounts for prompt payment.
When it comes to publicity, you will be able deliver special offers, advertisements, or other related promotional content.
In this case, they also help companies to cut costs. Different strategies can aim at multiple specific audiences and increase customer reach.
In addition, you can implement SMS messaging in your in-house processes. They also work for many other customer service purposes.
We invite you to browse our Nuxiba blog to learn more about this subject and discover new customer service strategies!