The channels you choose to interact with your customers have a great influence on their experience with your business. And you wouldn’t be successful if you didn’t try to improve this experience. Introducing SMS is a good way of creating positive interactions with your clients.
Did you know that SMS messages have an opening rate of 97% within 3 minutes? That’s huge. But that’s not the only advantage. Consumers are very likely to prefer SMS conversations to other types of communication, like phone calls and e-mails. SMS is quick, cheap and impactful. Here are three reasons why.
1. Updates, whenever they are relevant
“Your order is shipped, and will arrive at 2PM today”. What else do your clients want to know when they’re waiting for their package? You can send automated updates with shipment information, service updates, product recalls and many more. The great thing about SMS is that it has an enormous delivery rate, and takes practically no effort to send.
2. Surveys, without the hassle
SMS can be used to organize surveys to your database of customers. Fully automated. You can — like Lampiris did — send an automated SMS to a customer to rate the service level from 1 to 10… seconds after he has contacted your customer support. You can also ask your customers to evaluate your product, for example two weeks after the purchase. With instant insights since your customers’ comments are registered directly and automatically in your database.
3. Automated interaction
You could use SMS for one-to-many communications. But you could also enter in dialogue with your customer. Do you imagine your customer service employees texting all day? Forget about that. SMS is perfect for automated scripts. With a chatbot, you can make sure every frequently asked question is being answered instantly. Providing your customers with the right information. And enhancing their experience with your company.
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