![]() Allowing shoppers to reach customer service via SMS will help you connect with more customers, answer their questions quickly, and retain more customers over time. Especially if you have a diverse and wide-ranging customer base, it’s important to provide several communication lines that customers turn to. More options: You always want your customers to have more options.Couple the casual tone with the speed and efficiency of texting, and you have a boost in customer experience and satisfaction. Personal connections: Text messaging, as a less formal platform than email or phone calls, will feel more personal to your customers.Other benefits of text-based customer service: This represents a massive swath of modern American consumers who, with the ability to quickly text a customer service number for help resolving an issue or answering a question, could become lifelong brand advocates. According to Gladly’s Customer Expectations Report, 42% of customers ranked reaching customer service agents on their preferred channel as the most crucial attribute of the customer experience.Īnd with 85% of these customers owning smartphones, you can be sure that texting is a preferred channel for many. The biggest reason you should adopt customer service via text messaging or SMS is to reach your customers on the platforms that they’re using. Utilizing a software or texting platform will help you track your messages, organize your data, and streamline notification and update processes. In order to scale, organize, and limit errors, most text-based customer service strategies implement SMS customer service software. This also includes SMS customer support platforms and third-party messaging apps, like Messenger or WhatsApp.īy using SMS for customer service, support teams can relay updates and notifications, resolve customer inquiries, conduct surveys and reviews, and track products all with a few text messages. Text-based customer service, or SMS customer service, refers to any kind of customer service support conducted through text. The short answer is “yes.” According to Forbes, nearly 93% of consumers want to communicate with brands via text messages, yet less than a third of consumers report getting text messages from them.Ĭustomers prefer texting because they want to be able to access products easily, make purchases quickly, and get their questions answered immediately. Companies should prioritize focusing on text-based customer service - also known as SMS customer service.īelow is everything customer service teams need to know about the benefits you can reap when customers can text customer service, the qualities to look for in an SMS customer service platform, and how to adopt a text-based customer service strategy. With the advent of text messaging apps and platforms like Facebook Messenger and WhatsApp, customers will expect to be able to text customer service whenever problems arise. ![]() Ready to see what radically personal customer service looks like? Sign up for a free demo with Gladly today.Ī recent study shows over 65% of customers prefer to use their phones to shop.
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