People are practically glued to their smartphones — so why not take advantage of it?
It’s now easier than ever before to keep in touch with your customer base. Today’s consumers also expect companies to offer easy, convenient ways to communicate. Because of the changing world of digital marketing and consumer expectations, companies should use SMS messaging for not just marketing but also customer support.
U.S. consumers spend an average of five hours a day on their cell phones. But that time isn’t spent talking. A whopping 92% of people’s time on their cells is spent on apps for social media. If your customer support efforts mainly take place via email, calls, or online chat, these options aren’t the best use of anyone’s time. When it’s inconvenient for customers to contact your company, they can quickly become frustrated, confused, and annoyed with your brand. More and more companies are turning to mass text, SMS messaging, and automated texting for customer support. Will this work for your particular business? We’ll discuss who can benefit from customer service texting, and how to get started.
Why Is SMS Messaging an Effective Vehicle for Customer Support?
There’s a reason why more and more companies are turning to text support for their customers. SMS customer service messaging is incredibly convenient for both customers and businesses. It’s an affordable support option, and it’s also easy to use. For companies, it’s a very time-efficient model for offering clients the support they need before, during, and after the buying process. Plus, SMS message for customer support requires what the vast majority of consumers already have – a smartphone. Everyone should offer a customer support hotline. But for some, text messaging support can be even more advantageous. It’s a far more affordable support option for startups and small businesses too.
Automated text, mass text, and SMS messaging options can work for different types of businesses. Established brick-and-mortar businesses have it easier, and also harder than less established, digital companies. On a positive note, brick-and-mortar businesses that have been around for years already have an established customer base. Also, brick-and-mortar businesses have many options when it comes to entering the digital sphere.
Unfortunately, though, if established brick-and-mortars don’t evolve, they may start losing customers to more modern competitors. Brick-and-mortar companies that implement text support options can increase loyalty within their existing customer base.
Online businesses and brick-and-mortars offering SMS messaging for customer support can also help them capture more market share.
What Are Some Other Significant Benefits to Implementing Customer Service Texting?
Customer support is absolutely critical to running a successful business. More than half of surveyed customers state their expectations for support are higher than they were a year ago. Investing in better customer support models is also crucial to improving your brand image. For example, a customer support promoter is more valuable than a detractor. Surveys have found that a promoter is up to 1400% more valuable to brands than a detractor. Offering convenient and easy customer support through text is one way …read more
Read more here:: B2CMarketingInsider