The Benefits Of SMS and Messaging For Customer Service and Customer Care
More than ever, businesses need to emphasize and improve customer service. As consumers share more experiences online, they influence ever increasing numbers of other, like-minded consumers, driving the importance of customer service to an all time high. In 2015, Facebook alone influenced 52 per cent of consumers’ online and offline purchases, up from 36 per cent in 2014. (The Drum) As a result, a failure to emphasize the improvement of customer service seriously and unnecessarily disadvantages the entirety of business, not just support. The good news is that SMS and messaging are powerful tools to increase convenience, affordability, and accessibility.
Let’s look at some of the reasons why:
According to RingCentral, 78% of people wish they could text a business, a natural result of generations of long hold times and wasted consumer time. Because customers have been forced to deal with extremely unpleasant phone experiences in the past, many will simply avoid making customer service calls entirely. Ultimately, this leads to negative customer interactions when they find themselves needing support from your company. SMS and messaging offers your customers a significant amount of convenience that is not likely to be ignored.
Know Your Customers Better
Since text messages are typically read within 4 minutes of receipt, as contrasted with emails which can take up to 4 hours, customers enjoy quicker responses over text messaging. As a result, SMS or text message surveys get better responses than emails. Consequently, customer service polls over messaging provide better readings on your entire customer service experience.
The Customer is Always Right
Because a majority of customers enjoy communicating via text message, it provides better response and experience than a forced phone call. After all, text messaging is the most used form of communication for American adults under 50 (Gallup).
Therefore, by offering them the same ability to communicate in a familiar way with your company, not only will it provide them with more options, but it will allow them to develop a much better relationship and loyalty to your brand or business.