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Sep 30, 2024 · As a result, businesses are increasing their use of text messaging to communicate with customers and support their customer service strategies. We’ll explore seven ways to use text messaging for customer service and how those strategies can improve your customer satisfaction rating.
- David Gargaro
Overall, text messaging for customer service may be a good solution if you: Answer frequently asked questions; Troubleshoot technical issues; Handle customer complaints; Dispatch orders; Provide quotes; Communicate service updates or downtime; Solicit customer feedback; Conduct back-and-forth conversations; Benefits of SMS for customer service
- Alia Paavola
Aug 4, 2021 · 47% of respondents said text messaging improves their overall satisfaction with customer support. Bottom line: Customers prefer texts over other forms of communication. Businesses have reduced response time, reduced costs, and increased customer satisfaction with text messaging for customer service.
- Answer customer questions and solve problems in real-time. Great customer service comes from being available and quick to respond. Texting is perfect for that.
- Give your customer service reps a shared line. A dedicated line for your reps to share helps effectively manage incoming customer conversations. That way your customer service team can monitor text conversations all from the same place.
- Schedule training, support calls, or in-person services with SMS. Most customer service interactions are basic questions and check-ins about things like account updates and support, product ordering, appointments, and all the questions that come up along the customer journey.
- Improve customer retention by following up via text. Customers recognize when a business goes above and beyond for them. Texting to check in on customers is a powerful way to strengthen your business relationship.
Jun 20, 2024 · With a nearly universal reach and impressive open rates, SMS has become an essential component of effective customer service strategies, fitting into customer service workflows alongside phone calls, emails, and other support channels.
Apr 11, 2023 · Text messaging is also a more efficient and cost-effective way to provide customer support. Instead of dedicating your support team to time-consuming phone calls or emails, use SMS automations to respond to frequently asked questions or provide basic information.
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Via SMS for customer service, you can interact with your customers via text messages, all the way from their first questions to post-sales support. It makes communication between your team and customers much faster, as it doesn’t require as much time as calling or emailing.
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