Looking to offer SMS customer service as part of your strategy? Our tips below can help you get started on the right foot.
Personalise the SMS messages
The more personal you can get, the better. In today’s world, scam texts are everywhere, and customers will just ignore the message if they think it could be fake. By using their name or citing their order number in the text, you’re confirming that they can trust it.
Being more personal in sales and marketing texts can also help the customer feel valued, rather than just being made to feel like they’re a number to your business. Tailoring the texts to purchases they’ve previously made or products and services they’ve shown interest in will show the customer that you’re paying attention. This way, the texts are far more likely to be a successful marketing tool.
Allow for two-way messaging and real-time conversations
Two-way SMS lets customers reach up with queries and issues that your team or chatbots can view and respond to. If you don’t implement two-way messaging, your customers won’t be able to reach out through this channel, which means that interactions can’t take place and they might need to find another way to communicate with you.
Use bots for some responses
Implementing chatbots for certain situations can work well. For example, you can program these in a similar way to how you would create an FAQ page. This way, when customers ask commonly asked questions, the chatbots can take over and answer the questions with the right information, without your agents needing to spend time on these tasks.
Gather customer feedback via SMS
In today’s competitive business climate, gathering feedback from customers is crucial for companies who want to improve their products and services. But persuading customers to take time out of their day to give feedback can sometimes be tricky.
One effective way of doing this is via SMS, which allows businesses to send polls and surveys directly to their customers’ mobile devices. By collecting quick and simple feedback in real time, companies can gain valuable insights that can inform future decision-making and help them stay ahead of the competition.
Use as part of an omnichannel strategy
Offering your communication in siloes is less efficient because it means that conversations can’t be carried across different channels and information can be lost along the way. So if you’re planning to implement SMS customer service, you should also consider doing this as part of an omnichannel strategy.
Omnichannel can’t be ignored if you want to maintain visibility and accessibility for your customers.
Don’t pester your customers
With such a short method of communication, it’s easy to bombard your customers with too many messages accidentally. This can lead to disengagement, dissatisfaction and eventually, the loss of customers. Be mindful of the frequency and relevance of any messages to customers and try to strike a balance between keeping customers informed and being careful not to overwhelm them with excessive communication.
Train your agents on using SMS for customer service
It’s crucial that your agents and support staff have a complete understanding of how and when to use their new software. Businesses should include a training plan in the implementation process to ensure that everyone comprehends how the software will integrate into their roles. This can help to avoid any confusion or mistakes during usage.
Even though it’s a text, professionalism should never be compromised. Stick to your brand’s tone of voice but keep the formality of the communication. Customers are more likely to trust the information they’re receiving and will feel like they can continue using this more convenient channel.
If you want to boost buy-in for your stakeholders and employees, you’ll need to be prepared to show them that SMS customer service is performing well for your business. Monitor how often customers are using it, their reasons for choosing this channel and the satisfaction they’re getting from it. This can help inform further decisions about whether to scale the channel up or down.