Customers will appreciate two-way text messaging because they can simply type the issue they’re having into their smartphone and then go about their day while waiting for a response. They don’t have to be hooked to their phone and re-explain the situation, unlike with live support. Your consumers can get their issues fixed no matter where they are by using two-way messaging.
What is SMS customer support?
It is a means for customer support provided by a company to a customer via text messaging. It’s completely virtual and requires no face-to-face or verbal communication.
According to Gigaom, text messages are opened, on average, 98% of the time. If your company wants to be heard by the customer then text them on their phones.
More and more businesses are using business text message service to provide more efficient service and support options for their customers and clients. Text messages are used for business texting,especially for customer support, over a business landline.A text marketing service provider can be used to configure the SMS service that allows the customers instantly get in touch regarding an order, special requests or any inquiries.
Business texting is entirely different from mass texting. In mass texting, large-scale messages are sent and it involves abbreviated phone numbers which are in contrast to business texting which uses regular 10-digit phone numbers. In business texting 1-on-1 communication between the business and customer takes place.
Benefits and advantages of SMS support
With the revolution of mobile technology, people have been communicating by text or “ instant message” for years now. The development of WhatsApp messaging has opened an entirely new phase, there are around two billion active users who converse on this platform daily.
Messaging mediums like SMS or IM are used to chat between friends or relatives. Mostly digital messaging is conducted on a 1:1 basis. The communication between B2C or B2B is comparatively less.
This behaviour is changing and companies have started taking advantage of direct messaging to customers for customer service. Below are the reasons for that.
With a large number of people using text message as a main communication medium, companies cannot act blind and ignore this widely used communication channel. Around 5 billion people send and receive SMS messages daily. This is best suited for businesses who want to create an omnichannel experience.
A study conducted by eWeek says that 52% of people said they’d likely text with a customer support rep if given the option. And, 89% would prefer to text a customer support rep over their current preferred mode of communication.
When compared to phone calls, text messages are economical. According to a Forrester study, the average customer service phone call costs about $16, whereas the average text thread costs between $1 to $5 per interaction.
Usually, customer service has to address an enormous number of calls, but with messaging service this can be reduced. The reduction in number of calls will relieve the pressure from the team and let them tackle more cases with fewer reps.
Texting is considered to be more personal rather than email or phone calls. SMS customer support makes a personal connection with your customer.
The communication speed and accuracy is more compared to email or phone calls.The information is passed more quicker resulting in speedier solutions for the customer.
1. Immediate delivery
SMS takes only a second to be delivered to the customers, not only that it is productive too. Numerous personalized messages to a wider audience can be sent at a fast rate.
2. Immediate results
In messaging everything is very transparent, for example, who have received it, opened it, read it and of course most of all who has responded to the messages.
SMS is always considered to be personal, because of the concept that it is sent to each client. While mobile phones are personal devices, they have an opportunity to respond more personally. Personalized SMS will certainly grab the attention of the individual reading it.
Customers are more willing to give you the email address rather than phone number.If a customer is sharing his or her mobile number, you need to keep in mind that they have given an invitation to you and they will be responsive to your messages.This proves that how people consider their phone number to be too personal.
5. Simple and easy
It has been globally acclaimed that SMS is simple and within reach. In this 21st century, everyone knows to open, read and text a message. Due to limitations in characters (160 characters), messages cant be lengthy, this makes SMS to be small, direct, precise and to the point. SMS are sweet and simple, well who doesn’t like it?
6. Global marketing
Text messages are received instantly without any delay as long as the receiver has a modern mobile device and with proper signal. Irrespective of time and place, messages can be sent to millions of people.
SMS is one of few technologies which is synced with global mobile operators. Approximately 7 billion people use mobile phones on a daily basis and to reach all of them using a single tool like SMS is effective.
7. Direct delivery
SMS is a direct way of communication. In a face-to-face meeting and in direct phone calls, there may arise objections. But SMS is a true winner in this case.
When your target audience is segmented, SMS can hit on the right customers. It also gives you an opportunity to understand what works and what doesn’t.
The advantage of scheduling text messages saves time to plan your campaign. A single message can be targeted to a group, instead of sending to each person individually.
You can then focus on the other area of business , or indeed managing the sales opportunities which inturn is the outcome of triggering SMS.
10. Trackable and analytics
Some operators provide delivery reports , this helps to cross-examine the successes you have had with the SMS delivery. Analysing the success of the campaign and learning from mistakes can improve your strategy.
Compared to emails, mobile phones don’t generally come with spam filters or let alone a spam box. The convenience in SMS is that it will be delivered within a period of 48 hours to allow phones to be switched off or any signal issues. Above all it is safer than email which can deliver all kinds of indistinct attachments.