In today’s digitally hyper-connected world, the average person spends a significant amount of time on their smartphones, reading and replying to text messages, and interacting on social media, and apps. While texting has always been the most popular mode of communication amongst friends and family, many businesses are yet to unlock its true power for improving customer service. SMS, an acronym for Short Message Service, is transforming from being the preferred tool for personal interactions into a robust, scalable platform for businesses to engage better with their customers in real time. This shift is indicative of consumer preference and convenience. Here we dive into what SMS customer support entails and the benefits of GirikSMS, along with smart tips on how you can seamlessly integrate it with your customer service strategy.
Why Embrace SMS for Customer Support?
- Accessibility: Almost everyone has a smartphone making SMS texting universally accessible. Unlike certain apps or platforms that may have their limitations owing to location, device, or operating system, SMS is available on every cell phone. This universal availability of SMS messaging makes it the perfect communication channel to reach a diverse spectrum of customers.
- Prompt and Direct: SMS messaging is instant, something no other channel can match. With a read rate of 97% within 15 minutes of being received, customers can engage with businesses whenever they want, translating to faster issue resolution.
- Personal and Familiar: People are already used to using SMS for sending and receiving personal messages. When businesses tap into this mode of communication, they can interact with customers on a platform they are already very comfortable with, building trust and intimacy.
Implementing SMS Support: Key Considerations
- Know Your Audience: Before implementing SMS-based customer service, understand which of your customers are keen on SMS for customer support. While many acknowledge the convenience, some might prefer calls or email.
- Regulations and Permissions: Always be aware of local regulations related to SMS communication in the area you operate or wish to operate in and get explicit consent from your customers before sending any text.
- Integration with Other Systems: SMS messaging should not operate as an isolated system. Integrate it with existing customer support platforms and related systems to ensure personalized interactions and seamless data flow.
Best Practices for SMS Customer Support
- Set Expectations: Apprise your customers of the kind of support you are offering via SMS. Whether you operate 24/7 or during business hours, transparency is very important.
- Be Proactive: Anticipate common customer concerns and send out automated, proactive messages. This could include tips, answers to commonly asked questions, or product or service updates.
- Keep It Concise: With a limitation of 160 characters, precise, relevant content holds the key. Avoid unnecessary lingo and ensure clarity in every communication.
- Use Automation Judiciously: While automated responses can accelerate customer support, there would be occasions when personal interaction is necessary. It is important to strike the right balance between automation and a personal touch.
- Maintain Privacy: Privacy of customer data should be your highest priority. This means avoiding sharing any sensitive information over SMS and letting customers know that their data is secure with you.
Measuring the Success of SMS Customer Support
Feedback: Solicit feedback from customers about their SMS-based customer support experience. This will give you insight into what’s working and what’s not and what needs improvement.
Key Metrics to Monitor:
- Response Time: Measure how long it takes to respond to a customer’s text.
- Resolution Rate: Measure how many issues are resolved via SMS customer support and how many are escalated to other channels.
Customer Satisfaction (CSAT): Measure how satisfied your customers are with your SMS customer support platform.
Incorporating SMS into your customer service strategy involves recognizing and adapting to your customers’ ever-changing preferences. In today’s digital era, it is imperative that businesses leverage SMS’s power to deliver exceptional customer service experiences.
Customer Service Features with GirikSMS
With the GirikSMS messaging platform, you get access to a suite of features to help you connect with your customers and build deeper, long-lasting relationships with them. Here’s a look at what you can do with GirikSMS.
- Two-way texting for conversational customer service
- MMS
- Scheduled messages
- SMS templates
- View conversation history
- Chatbot for resolution of common customer support queries
- Workflow-based outbound messaging and auto-replies
- Automatic routing of inbound text messages to human agents
- Metrics tracking
- Integration with leading CRMs
- Compliance guidance
6 examples of SMS customer service with GirikSMS
Give a quote
Sharing quotes via text is very easy with GirikSMS.
John – Hi, I’m having some trouble with the wiring in my water pump. Can you let me know how much it’s going to cost to fix it?
ABC Electricians – Hi John, our electricians can fix your pump wiring for $300. Here is a quote www.electricians.com/quote
Resolve order issues
Here’s an example of handling order issues with GirikSMS’s 2-way texting with customers.
Walnut Shop – Hi Kane, we’re extremely sorry you are experiencing some trouble with your order. Were you charged twice?
Kane – It appears that one of the charges was reimbursed. We’re all good.
Walnut Shop – Great! Enjoy your weekend.
Payment method problem
Reach out to customers when a payment method expires.
Always Insurance – Hi Nathan, it appears your credit card on file has expired. Would you like any assistance in adding a new one?
Nathan – Sorry about that. I’ll update it.
Always Insurance – Thanks. Have a great day!
Answer a customer question
Set up auto-responses for FAQs easily with GirikSMS.
Mary – Hi Modern Boutique, what are your working hours on Sunday?
Modern Boutique – Hi Mary, we are open from 10 am to 6 pm on Sunday
Troubleshoot a problem
Resolve issues quickly and easily.
Alice – Hi, I tried to reset my password, but I didn’t receive any password reset email.
Customer Support – Hi Alice, thanks for reaching out. Can you try looking into your spam folder? Sometimes, that’s where reset password emails end up.
Alice – Yes got it. Thank you so much.
Customer Support – You’re welcome. Is there anything else I can help you with?
Conclusion
Technology is constantly changing the way businesses interact with their customers. SMS messaging, with its universal presence and immediate accessibility, along with being clear, concise, and personal, is uniquely positioned to engage and support customers.
As with any other platform, strategic implementation holds the key to unlock its full potential. By aligning it with customer preferences, coupled with the power of automation and AI, businesses can truly transform the whole customer service experience.
There is no doubt that SMS will play a pivotal role in shaping customer experiences. So, if you’re considering integrating SMS into your customer support strategy, now is the perfect time.
Provide responsive and efficient customer service with GirikSMS, developed by Girikon, a Salesforce Partner.
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