Bulk SMS Marketing Best Practices For Customer Service
Text messages have become increasingly popular among the general public, leading businesses to use them for inter-organizational communication, marketing, and customer service. Bulk SMS marketing will become an invaluable tool for businesses as more and more customers text brands for customer service.
In contrast to phone calls, it allows two-way communication without forcing customers to respond right away. The receiver can respond to text messages when, where, and how quickly they choose.
When It Comes To Customer Service, Why Should Bulk SMS Marketing Be Used?
In addition to being cost-effective, bulk SMS service is also an excellent customer service tool. In order to provide excellent customer service, you should use it.
Response Time Is Quick
A bulk SMS campaign has a higher response rate than an email campaign, making it more efficient than email marketing. In addition to generating more conversions faster, bulk SMS service establishes one-to-one relationships with your customers, which help you, build customer loyalty.
It is an excellent channel to provide excellent customer service, gather feedback, or to predict how a new product will be received through a pre-launch SMS poll.
Engage Customers on a Personal Level
You can communicate directly with your customers by using bulk SMS service. The telephone is considered one of the most effective means of developing personal relationships with customers, but it also poses certain challenges.
Customers can be easily frustrated if you put them on hold or don't provide accurate information.
By contrast, bulk SMS marketing reduces the possibility of inaccuracies. Further, if you offer a toll-free number to your customers, calls will cost much more than SMS.
It is not only more affordable and less error-prone than email marketing, but it also lets you connect with your customers on a personal level - a strong customer relationship will work wonders for your business.
Customer Service Can Be Scaled Easily With Automation
Customers’ service platforms can be easily integrated with existing systems and can help you scale your customer service. Automated responses can be created for frequently asked questions and messages can be sent based on various customer actions.
It is possible to automate the sending of sales alerts and abandoned cart reminders, new product launch notifications, event notifications, and appointment reminders, for example.
Surveys and Direct Feedback Should Be Collected
Bulk SMS marketing is a great way to gather customer feedback, especially when you send polls to them. Your product management team will benefit from this because it increases customer engagement with your business. These insights can be used by product developers to better understand customer preferences and improve products to ensure customer satisfaction.
Open Rates Are Higher Than Those of Emails
The open rate of bulk SMS marketing is 98%, as opposed to 20% for emails, making it an excellent way to reach potential customers and engage existing ones. Businesses can create a loyal customer base through it because it has a high open rate and is easy to use.
To make customer engagement easy, companies should send call-to-action (CTA) links via SMS to customers. It has a higher open rate, so businesses should take advantage of this.
Bulk SMS marketing: How to Implement Customer Support
1. Get a Customer Service SMS Number Set Up
Setting up a customer service phone number is the first step in implementing SMS customer support. Some businesses prefer to use short codes as their customer service numbers instead of keeping the same phone number as your voice call number.
2. You Receive Texts from Customers Seeking Support
If your business receives a complaint or query, your customers will contact you for assistance. Use your customer service software to automatically save the customer's number in your database. You can manually enter this information into your business's database if you don't use customer service software for SMS.
3. Customer Service Tickets Are Created
The first step in solving a customer's problem is to create a support ticket. The process is made more efficient and easier to track when you create a ticket. You can also create a ticket automatically if you are using customer service software for SMS.
4. To Help Solve The Customer's Problem, Text Them
Upon creating the ticket, respond to the customer and assist them. An automated response can be sent, a link can be provided to a relevant self-help page, or a customer service representative can be contacted.
5. Ticket Closed
If the customer is satisfied with your response, close the ticket. You can still use the customer's number for customer engagement and marketing purposes at a later time.
Customer Service Best Practices For SMS
If done correctly, SMS customer service can help you achieve brand goals. The following are some best practices to ensure customer satisfaction and business growth results.
1. Quickly Respond
SMS communications are popular with customers because of their convenience and quick response times. A customer who is frustrated with your slow response is the last thing you want. You can avoid this situation by making sure your SMS customer support is foolproof. It is more likely that your customers will continue to do business with you if you respond to them quickly. Customer churn can be negatively affected by a delay in response, especially if they are facing a problem.
2. Answer Common Questions Using Automation
To The right customer service platform and enough customer service agents are essential to ensuring that every SMS is answered promptly by businesses. Moreover, hiring more customer service employees isn't a wholly practical solution for responding to hundreds of queries every day in a timely manner. In order to succeed, businesses need to use artificial intelligence built into their customer service platforms in conjunction with their human employees.
It is possible to integrate customer service software with your company's systems, databases, and CRM, and automate your text responses to improve customer service. Messages that require agents to deal with directly will always exist, but bots can easily handle other messages, such as questions about business hours and product availability. As a result of automation, customer service reps' jobs will be made easier, and customers will be pleased with the service they receive.
3. Utilize Integrations
By integrating two programs, you can easily share data between them. Connecting bulk SMS marketing software to your CRM via an application programming interface (API) can help you leverage customer service information for marketing campaigns. The information stored in CRM and other software can also provide important insight and help you improve your customer service.
Take SMS Customer Service to the Next Level with Bulk SMS Marketing
Bulk SMS marketing is one of the most effective tools for growing your business since 90% of SMS messages are read within 3 minutes. With it, messages are more likely to be read and responded to than with any other form of marketing.
Conclusion
You would be amazed at the statistics related to the increased use of bulk SMS marketing over time. It can not only increase your profitability by reducing costs, but also make your customers happy. It's important to align your customer service goals with your business goals to achieve optimal results using it.
Office24by7 Technologies is India's best bulk SMS service providers if you are looking for bulk SMS providers.
To learn more about Office24by7 Technologies' powerful SMS features or to schedule a free bulk SMS marketing demo, contact us by calling 91 7097171717 or sending an email to sales@office24by7.com.
