EZ Guide to Texting Customer Service
When it comes to customer service, people want -- and expect -- businesses to make it easy for them to reach out. About 82 percent of responders of a survey believe that there needs to be an easy way for customers to communicate with businesses. For many, that way is text message marketing.
With texts, people can handle customer service issues from anywhere.
In fact, over half of consumers prefer using text messaging for customer service than other channels. Therefore, it is essential that you include a component of service into your SMS marketing campaign. There are many ways to do so, and a few factors you must include.
Alerts and Reminders
The beauty of text message marketing is that it is perfect for last-minute reminders. Most people open texts within just a few minutes of receipt. Plus, a whopping 98 percent of texts are actually opened. Therefore, you can almost guarantee that people will see your message, and you can send them closer to the event or appointment to reduce the chance that customers will still forget.
Customer like the ability to text customers with customer service issues. This is because it can be handled from anywhere. As soon as they realize they need help, they can communicate with you. Customers do not need to be somewhere with internet service. Plus, they typically will have their phone with them. Even if they are busy, they can often send out a text.
Chatbots and Automated Messages
Chatbots make it even easier to handle multiple customer service inquiries.
Many text message marketing platforms integrate automated messages, and some are adding chatbots. This makes it easy to expand your customer service via text. You can set up keywords that match some of the most common inquiries or troubleshooting issues about which customers will contact you. Then, you create an automated response with tips on how to solve it or a link to a website that answers the question.
Chatbots can take this a step further. They integrate AI technology so that they can respond to the customer similar to a real person. They can handle customer service through text message without you having to hire customer service agents.
Transactional Messages Best Practices
Bear in mind some key factors when implementing your program.
When you integrate your text message marketing campaign into your customer service department, there are a few key best practices to follow:
- Offer choices
- Service first
- Think like a customer
- Make it easy
- Remain professional
- Do not go over 160 characters
- Provide value
- Integrate across channels
Just because you are using a tool that only involves 160 characters does not mean that you are not able to continue to provide excellent customer service. You just need to adjust how you develop your responses so that they continue to adhere to your brand voice and style while adhering to the parameters of the medium.
Sign up for free and get started with a text-based customer service option.