Can Text Improve Customer Service?

November 19, 2021

Cell phones have become our major method of communication, both personally and professionally, as individuals have gotten more mobile and work hours have been more flexible. While being able to check email on our phones is convenient, sending and receiving time-sensitive information through text is significantly simpler.

As a consequence, it's easy to see how text messaging has grown in popularity as a way to remain in touch with current and future consumers.

If email is still your major mode of communication, here are five ways text messaging combined with email may improve your customer communications and help you expand your company.

From prospect to customer: conversion

Every day, consumers are bombarded with pictures and advertising. You want to recognize their interest in your product or service as soon as possible and start a dialogue.

You may send a welcome text to prospects as soon as they fill out a form on your website using automated text messaging. For example, on your website, you advertise a free first consultation. When a new lead fills out the form, an SMS with a link to schedule a consultation is given to them.

You've made it simple for the prospect to take the next step - sending them farther down the funnel – by making the call to action rapid and uncomplicated.

Follow-up: Thanking customers may result in more business

According to research, around 20% of clients account for approximately 80% of business in the average firm. That is why maintaining long-term partnerships requires diligent follow-up.

You may use text messaging to automatically follow up with consumers depending on their actions. A text message is automatically sent to the consumer after they make a purchase via a checkout form, thanking them for their purchase and encouraging them to submit a review of your product or service as well as their experience.

This excellent third-party endorsement may lead to more new consumers.

Reminders for events and appointments: make it simple

Because your consumers are busy, it's critical that you make sure they have all of the information they need before your event, webinar, or meeting. If you're organizing a webinar, for example, you'll want to make sure that all registered guests are aware of the event's date and location.

You may send them a text message a few hours ahead of time with all the specifics and even a way for them to let you know if they can't make it, so you can follow up with them and continue the discussion. Text messaging reduces friction by delivering important information at at the right moment.

Follow-up on communication: keep customers informed

You may need to send an email if there is just too much information to express in a text message. The best approach to communicate a huge amount of information or supplemental resources to clients and prospects is still through email.

Text messaging may assist guarantee that your email gets seen as soon as possible. An automatic text message is delivered after the email is sent, reminding customers and prospects to check their email for crucial information from you. In a manner that email cannot, text messages may motivate instant action.

Build brand loyalty through promotions and special offers

Who doesn't like a good bargain? Promotions and special offers aid in the closing of sales and the generation of recurring business. Text marketing is a wonderful method to thank loyal clients, while seasonal specials are ideal for gaining new consumers.

You may send text messages to a part of your client list that buys services or goods on a regular basis, offering them a special discount on another service or product. This will help you build a strong brand following over time.

For small companies, text messaging is increasingly becoming a vital sales and marketing tool. It is impossible to overestimate the significance of excellent communication with existing and future consumers, since it is critical to overall company success.

Using timely and appropriate tailored text messages, you may boost conversion, promote repeat business among current customers, and establish long-term commercial connections with your most engaged prospects.

Thanks to Clate Mask at Business 2 Community whose reporting provided the original basis for this story.

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