People want to reach businesses quickly when they face a problem. That’s why providing prompt customer support is a part of every business, regardless of scope and reach.
However, not everyone likes to hop on lengthy phone calls with customer support agents. So, providing SMS for business customer service is an intelligent decision.
It is simply the process of providing customer support through text messaging. Businesses usually use an SMS marketing platform for this. However, since this channel is more casual, you need to be more careful with it.
So, learn the best practices and benefits of customer texting to implement it!
Benefits of Customer Service Texting for Businesses and Customers
Businesses that use phone calls and emails to resolve customer issues might not understand the role of customer service texting. Text message marketing for small businesses is very beneficial. The truth is it benefits businesses and their customers alike.
Customers have a readily available channel on their mobile phones to contact you in case an issue arises. They can easily text the business and ask the representative to solve their problem. Since these messages don’t require the Internet, there is less hindrance.
For businesses, it’s the best way to increase customer satisfaction. Giving them such an easy communication channel makes them feel like you care. That’s the first step to making customers loyal to your brand. They have such a good experience at every step that they can’t help but keep returning.
Moreover, businesses can make their processes more efficient by automating responses to the most common questions.
3 Best Practices For Initiating SMS Customer Service
Did you know that 50% of your customers want to contact you through text? They just don’t want to go through the ordeal of calling a business and explaining their problem.
Giving them this option enhances their experience and makes them loyal to your brand. However, SMS customer service is an area where the smallest mistake can cost you a lot. To avoid this, you need to follow some best practices. So, here’s what you need to do.
The worst mistake a business can make when initiating a customer texting service is choosing the wrong platform. This means choosing a platform that doesn’t fulfill your needs. It could also be a customer service platform that requires complex setups, taking you away from things that matter.
But remember, the right SMS customer service platform differs for each business. Instead of comparing the options with your competitors’ platforms, assess your own needs. Moreover, check if the platform has enough features like two-way texting, automation, personalization, etc.
Another mistake is not training your customer support agent. They should know how to talk to your customers. So, make them learn your brand’s language and processes to keep everything consistent. Also, teach them how to lower the response time so they can quickly solve customer problems.
2. Combine Other Customer Service Channels With SMS
Just because texting is most people’s preferred channel doesn’t mean you should ignore the other forms of communication. Some people might want to get on calls with you, even if it’s just a tiny percentage.
Others might be more comfortable sharing their email addresses and contacting you through your customer support email. If they can’t do this, they might simply stop using your products and services without telling you what went wrong. As a result, you won’t have a chance to make things right.
3. Know When To Use Automation
Automating customer service messages is a good idea, especially for the most common questions. SMS marketing platforms that support customer service often let you personalize automation. Therefore, customers don’t feel ignored or neglected.
However, automation is someth ing you should be very careful with. It won’t work when the issue is complex like when the customer requires more empathy.
AI can’t express feelings, no matter how much you personalize these texts. So, knowing when to use automation and when to avoid it is crucial. SMS API can help you with this.
3 Best SMS Customer Service Software Options To Choose From
Earlier, we mentioned that choosing the wrong platform is a grave mistake. It wouldn’t be fair to say that without giving you some of the best SMS customer service software options.
- SimpleTexting: With two-way texting features, SimpleTexting stays true to its name. It has an interactive dashboard to help you initiate customer conversations and solve their problems.
- Twilio: On the more technical side, Twilio is a customizable solution for building your customer service platform.
- Heymarket: This is an all-in-one solution that allows you to hold customer conversations on multiple channels, including SMS.
Frequently Asked Questions About SMS for Customer Service
Now you must have a good idea about SMS for customer service. But you might also have some lingering questions. So, here are some frequently asked questions on this topic.
What are the benefits of using SMS for customer service?
The benefits of using SMS for customer service start with ease and convenience. Businesses can quickly resolve customer problems through a readily available communication channel.
As a result, they can give their customers a better experience. Customers become loyal to a brand when they feel cared for. Businesses can also automate these customer service texts, allowing instant responses.
What is an example of a customer service text message?
An example of a customer service text message is problem-resolution texts. This is where a customer informs you about a problem they’re facing through text.
In response, you provide options to resolve the problem with everything happening in the SMS chat.
A sample message would look something like this:
“We apologize for the inconvenience! To resolve this, we can either send you the correct item or provide a full refund. Please let us know your preference.”
Can I send customer service messages for free?
Yes, you can send customer service messages for free using SMS marketing platforms that cost nothing. Some software options offer a free version with limited features for businesses that don’t have many resources to invest yet.
However, you will only be able to send a few messages per month. If you have a lot of customers, this might not fit your needs.
Solve Customer Problems Quickly and Efficiently Through Text Messages
SMS customer service might seem insignificant, especially when you have other popular communication channels. However, it is people’s preferred form of communication. They are more ready to contact you through texts than email or social media. Two-way texting also allows you to solve customer problems quickly and efficiently.
Starting a new marketing campaign can feel scary, but SMS is exciting and effective. Beambox can help you by collecting numbers through captive portals and automate campaigns of any type. Are you ready? Start your Beambox trial today.
