USING TEXT MESSAGES TO ENHANCE YOUR CUSTOMER SERVICE

As a matter of fact, SMS service is the most preferred channel for businesses as it is affordable, convenient and efficacious. It is capable of delivering fast service and provides high customer satisfaction rates. It acts as a real time savior for the support agents at any company. When used properly, the messaging service can help enhance the customer service to a large extent. Read on to know how text messages can help do that:

Let the customers decide:

It is your duty to ensure that your brand has the permission to contact customers over this channel. Before sending any sort of marketing offers through text messages customers should be asked during service interactions if they wish to receive text communications. They should be informed about the messaging and data rates and should also be given the right to opt-out at any time.

Make use of appointment reminders:

Appointment reminders can be extremely useful in the case of service-oriented businesses such as a beauty salon, dentist’s office or other services where appointments need to be marked with your customers. These appointment reminder messages can help reduce no-shows and enhance customer experience.

Provide an all time support:

Your customers may have queries at any point of time. Since an SMS is the most convenient option they may have, so, they prefer dropping a text message regardless of the time. Also, when they do that they expect a quick and courteous response and if you fail to provide that, you risk your brand’s reputation. The best solution to this problem is to make use of automated messages that tell customers when and how they will be contacted during business hours.

Keep your customers updated:

Brands can keep their customers updated with the latest products, upcoming launches and more through text messages. They can schedule text updates announcing upcoming sales, discount codes, vouchers etc. In addition to this, brands can also make use of the efficacious geolocation tools so as to send offers to customers when they are in-store. Such gestures, make the customers feel valued and hence enhance the customer experience.

Leverage customer feedback:

You can make the most out of your efforts by sending post-contact SMS customer feedback surveys. Make sure that these surveys are easy to read, short, and relevant including just three to four questions.

Source: http://www.livechatagent.com/text-messages-enhance-customer-service/#prettyPhoto