3 Ways to Enhance Your Customer Service Strategy With Text Messaging

3 Ways to Enhance Your Customer Service Strategy With Text Messaging

using a text messaging service for customer care

Whether you sell goods or provide a service, there’s no way around it — a strong customer strategy  is essential to longevity in your business. Maybe you’re looking to drastically improve your customer care. Or perhaps you have a quality customer care program that you want to keep enhancing. Whatever your motivations are, a text messaging service can help you surprise and delight customers.

What defines customer care?

Customer care can be broken down into two different types of interaction.

Reactive support: Customers aren’t happy with their experience and you need to find a way of rectifying their issues as soon as possible.

Proactive information: Order confirmations and shipping notifications are just the tip of the iceberg. There’s also categories such as inventory alerts or limited time promos which could fall under this.

The more hands on your customer care and support is, the happier your customers are. They walk away from an interaction wanting to be loyal to your brand. If you really went the extra mile, they’ll even spread the word about your awesome business to their family and friends. These great interactions can have a domino effect on your business growth, and that’s exactly what we’re after.

We want people raving about a top notch interaction they had with your business. That builds your brand reputation, and ultimately, keeps your happy customers coming back for more.

Why add text messaging to your customer service strategy?

You might be wondering: how does this relate to texting? Great question. First, let’s all agree on one thing: when it comes to customer care, the quicker you can provide an answer, find a resolution, or just engage in two way communication, the better, right?

Try to think back to the last time you felt ignored by a company. Maybe you placed an order, filed a complaint, and just never heard back. Or, maybe you did eventually get a response, but it was a day late and a dollar short. By that time, you had already moved on to a more supportive and trustworthy competitor.

Now, here’s why we’re offering text messaging as a pathway to excellent customer care interactions.

  • 98% of text messages are opened within five minutes of receipt.
  • It takes the average person 90 minutes to respond to an email, but only 90 seconds to respond to a text.
  • The average American looks at their cellphone 150+ times a day.

People are attached to their mobile device. When you have a mass text messaging service in your corner, you can know that customer communication will be a breeze, provided you take utmost advantage of this opportunity.

How SMS messaging for customer care works

Every business will have a set of common interactions that are also unique to their business. For example, an online dress boutique might receive a ton of inbound sizing requests, while a digital marketing firm might want to text out weekly reports to clients.

There is no limit to the types of interactions you can have with your customers, as long as you’re keeping that line of communication open. Anticipate their needs, and fulfill these inbound requests with easy to receive text messages.

Here are some great examples of how business owners are using our text messaging service to enhance your customer service strategy.

1. Appointment reminders

We work with thousands of hair salons and spas who use our service to send out regular appointment reminders. This helps minimize no-shows and can also be helpful to clients who might have forgotten they have an upcoming appointment.

You can automate appointment reminders and SMS notifications and let the text messaging service do the heavy lifting of making sure your alerts go out on time.

Also consider setting up automatic reminders when it’s time for people to book another appointment. Provide a link to your booking page in the text message so you can capitalize on the moment by s

2. Order update notifications

Text message updates are crucial for E-commerce store owners. Keep your customers in the loop with important order updates, such as order confirmation, shipping notification, refund confirmation, out of stock alerts, and more. The more your customers know, the better chance you have of turning them into a repeat buyer.

As an added bonus, if you have a Shopify store, you can send those who are signed up to your text list a quick message if they’ve abandoned their carts. Not only is it a helpful reminder to them to finish their purchase but it can help boost your bottom line.

3. Follow up surveys

Feedback is crucial for any business but can be difficult to capture. You’ll most likely hear about an issue when it goes totally wrong, but what about people who are happy with your product? What about people who are slightly bothered but not motivated enough to complain? You probably want to hear those voices too so that you can keep your product or service evolving to meet the needs of your customers and so you can evaluate whether or not your customer service strategy is working.

Sending a follow up survey via text is an easy way to grab feedback. Replying to a text doesn’t take a lot of work and people are often willing to answer a short survey. Instead of wondering what the experience was like for your customers — just ask!

4. Two-way messaging

No matter how smooth you try to make the customer experience there will always be hiccups. Make the process of customer support easier on both your customers and staff by offering text support. Getting customers to text in their issues can help you get to the bottom of the problem faster. You can have them share photos of their products through text and you can help them troubleshoot in real time.

Cut down on customer service wait times and communication delays. Plus, with a service like SlickText you can provide customer support through text from our desktop platform or mobile app. It couldn’t be easier to manage your customer service responses from anywhere. As an added bonus, you’ll have a copy of the text logs on file to use for future training or auditing purposes as you improve your customer service strategy.

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