Posted on April 21st, 2015 by nadya.ahmed.
Categories: Bulk SMS Blog, Business SMS, Mobile Marketing Infographics
Tags: , , , , , ,

Time to take customer service mobile

Your customers text their friends, family and now even their favourite brands.

It’s no surprise though is it really? If they text the people most important in their lives then why wouldn’t they want to keep in contact with their most used or favoured brands and businesses?

Booking a train, ordering a taxi or scheduling an appointment can all be done at the click of a button on a desktop or a touch of a finger on a tablet or mobile phone, which has made life easier for many consumers – these on demand services have increased expectation of immediacy and quality of service and support so much so, that now it’s expected in pretty much all aspects of contact we encounter with customers.

And why shouldn’t it be?

Simple requests should have simple solutions, and the fact that 81% of consumers are already frustrated at being tied to a phone or computer ‘on hold’ or in a queue means these needs are not being met.

How simple can it be? Well SMS is making it look like a walk in the park.

By 2020 it is estimated that ‘customer experience’ will bypass product and pricing as a key brand principle (Customer 2020 Report). So there is probably no better time than now to reassess your customer’s experiences.

In a digital age of fast-paced communications, should there really be any excuse for lengthy waiting times?

It is suggested that 64% of consumers with smartphones prefer text messaging over voice as a method of customer service with 77% more likely to have a positive perception of a company that offers SMS (One Reach) – the text messages’ power to send short, quick and catchy messages brings great opportunities and opens up a personal line of communication with the consumer.

38% believe that this personalisation is what makes a happy customer experience, a better customer experience that is more efficient.

SMS doesn’t require the latest smartphone, and can provide a lot of information in a short message giving the customer the element of control that guides their experience of your service or product.

But how could you use it:

  • Send loyalty rewards and discounts
  • Ask a  question
  • Telephone call requests
  • Schedule appointments
  • Request feedback
  • Offer store locations
  • Check balances
  • Make reservations

Emails, telephone calls and letters in the post all promote a service or support of some kind, however can prove expensive in time and money – SMS can bring something more instantaneous and successful.

With an average open rate of 98% and response rate of 90%, SMS is a great way to reach out to your customers and offer them something that may be missing.

Check out the stats – what do your really customers want?

Customer service and SMS statistics infographic
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Customer service and SMS statistics infographic
Text Marketer Bulk SMS Services

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