Text Your Way to 5-Star Customer Service：How SMS Marketing Boosts Support
- USpeedo
- Trends and Insights
- 15 Nov, 2023
What is SMS Marketing for Customer Service?
SMS marketing for customer service refers to using text messaging to communicate with customers and provide support, information, promotions, appointment reminders and other services via mobile phones. It enables two-way conversations between businesses and customers over the SMS platform.
It works by businesses purchasing a short code and connecting it to an SMS gateway provider. This allows them to send and receive text messages to a list of opted-in subscribers. Customers can then text keywords or questions to the short code and get automated or agent responses.
The key differences between SMS marketing for customer service versus other channels are:
- SMS is more personal and direct to the customer’s mobile phone. Open rates are very high.
- SMS enables timely, automated responses for common questions to improve efficiency.
- It complements other channels like email and phone support with a different use case.
- SMS provides an additional touchpoint to build relationships and loyalty.
So in summary, SMS customer service utilizes text messaging to provide prompt, relevant and personalized support to customers directly on their mobile devices. It improves the overall customer experience.
Benefits of Using SMS for Customer Support
SMS customer service provides many advantages for businesses looking to improve their support offerings. Some of the key benefits include:
- Improves response times - SMS enables support teams to respond to customer inquiries faster. SMS has high open rates nearing 98% and 90% of messages are read within 3 minutes. This allows issues to be resolved quickly before they escalate.
- Personalized engagement - With SMS, support agents can have meaningful one-on-one conversations with customers. Agents can access customer history to provide personalized service.
- Automated workflows - SMS messages can be automated based on keywords for common FAQs. This frees up agents to handle more complex issues.
- Increases satisfaction - Studies show SMS customer service results in higher satisfaction. Quick resolution of issues via timely SMS communication improves the overall experience.
Examples of SMS Customer Service Campaigns
SMS marketing can be used creatively for a variety of customer service functions. Here are some examples attached with auto-reply messages templates:
- Send automated reminders about upcoming appointments or services. This reduces no-shows and improves customer satisfaction.
- A hair salon could send a text reminder the day before a client’s appointment. This helps ensure the client remembers and shows up on time.
- Send shipping and order status alerts to keep customers informed.
- An ecommerce shop can send a text when an order has shipped with the tracking number and estimated delivery date.
3. Surveys and Feedback Requests
- Gather customer opinions and insights through SMS surveys and feedback forms.
- A restaurant could text recent customers asking them to rate their experience on a 1-5 scale. This provides valuable feedback to improve service.
- Offer exclusive coupons, deals and promotions via SMS. Customers love getting special offers.
- A boutique could send out a 20% off coupon for customer’s birthday or anniversary to drive sales and loyalty.
SMS is a versatile marketing channel that can boost customer service in many creative ways. The examples above showcase how businesses can use it to improve communication, gather feedback, and delight customers.
Key Metrics to Track for SMS Customer Service
When implementing an SMS customer service program, it’s important to track key metrics to measure performance and optimize your efforts. Some of the most vital metrics to follow include:
1. Response Times
How quickly you respond to customer inquiries via SMS can greatly impact satisfaction. Benchmark response times for agents and aim for resolving most inquiries within 5-10 minutes. Faster response times lead to better customer experiences.
2. Issue Resolution Rates
The percentage of issues fully resolved via SMS in the first conversation is a key indicator of efficiency. High resolution rates mean customers are getting answers and solutions quickly without needing further follow-ups.
3. Customer Satisfaction
Use post-conversation surveys to measure customer satisfaction with your SMS support. High satisfaction indicates you are effectively meeting customer needs. Track metrics like CSAT or NPS specific to your SMS channel.
4. Opt-In Rates
Monitor the percentage of customers who opt-in to receive ongoing support or updates via SMS. High opt-in rates show customers find value in connecting via SMS.
By regularly analyzing these key SMS metrics, you can refine processes, improve agent performance, and deliver exceptional customer experiences.
Tips for Getting Started with SMS Customer Support
Getting started with SMS customer support can seem daunting, but following these tips will set you on the path to success:
1. Choose an SMS Platform
The first step is choosing a reliable SMS messaging platform. Consider uSpeedo which seamlessly integrates SMS with your existing systems, has robust support options, and provides detailed analytics.
2. Set Up Keywords
Set up keywords that customers can text to get automated support. For example, “hours” could display your hours of operation. Make keywords easy to remember and advertise them on your website and materials.
3. Create Auto-Responses
Configure automatic responses to frequently asked questions to provide immediate answers to common inquiries. Develop a database of FAQs and responses to cover all scenarios.
4. Promote Opt-In
Get customers to opt-in to receive SMS updates by promoting it on your website, at checkout, on receipts and via email. Make opting in quick and easy. Customers are more willing to engage when they’ve proactively signed up.
Businesses are increasingly using SMS capabilities to improve customer service and support. With SMS, you can send critical updates, reminders, coupons, satisfaction surveys and more. This helps you resolve issues faster, collect feedback, drive engagement and boost satisfaction.
