What Defines Customer Care?
You could have the hottest product, the most sought after service; but if you’re not taking care of your customers, your business will sink. This might seem like common knowledge, but not every small business owner understands how important customer care truly is. It can actually make or break the success of your business, so at SlickText, we highly recommend paying attention to these can’t ignore details.
More specifically, customer care can be broken down into several different forms of communication and daily interactions. For example, let’s say a customer calls in with complaints about a recent order.
What do you do?
The smart business owner acknowledges the issue, admits any fault, and then finds an immediate and satisfactory resolution. However, customer care isn’t just limited to inbound complaints. That’s just the very beginning.
Let’s say you own an online clothing store. Staying in constant communication with your customer after they place an order will easily enhance the customer care experience. Order confirmations and shipping notifications are just the tip of the iceberg. You can use SMS to handle refund requests, inventory alerts, limited time promos and more.
How Does This Play Into the Customer Experience?
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 Use a Text Messaging Service to Enhance Customer Care
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.
See the picture we’re painting here? People are attached to their mobile device. When you have a mass text messaging service like SlickText in your corner, you can know that customer communication will be a breeze, provided you take utmost advantage of this opportunity.
How It Works
It goes without saying, 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. Before we dive into more specific examples, it’s important that you understand how diverse the customer care sphere really is.
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.
With that said, here are some great examples of how business owners are using our text messaging service to enhance customer care.
We work with thousands of hair salons and spas who use our service to fire out regular appointment reminders. Imagine how appreciative a career mom of four is when she gets a text reminder about her Saturday morning hair appointment. At the end of the week, she’s burned out, and the last thing she’s thinking about is making it to the salon. But with one simple SMS, she feels like your salon really has her back. And as a business owner, this also helps you greatly minimize no shows.
It’s a win win situation. She walks away from your salon, completely satisfied with the level of care and attention you put into her appointment. She spreads the word to all her mom friends, who then also want to go to a salon who provides convenient text reminders.
Post Purchase Surveys
As the owner of a local bar and grill, you’re constantly looking for new ways to distinguish yourself from the ever growing neighborhood of franchise restaurants. You want to retain old business and build up new walk ins. What’s the best way to learn about how you can satisfy your customers, all while separating yourself from the competition? Post dining surveys. Text out a link to customers after a recent dine in experience. This shows them that their opinion really does matter, and helps you build a business that locals want to support.
Text message updates are crucial for ecommerce 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.
What Happens If You Put Customer Care Last
Some may choose to ignore the opportunity that text messaging offers. But, what does that really look like? Let’s just say you continue to rely on phone and email as your only means of customer support. At the bare minimum, you can count on slower response times, which leads to frustrated customers. And, as we all well know, a frustrated customer is not going to be a repeat customer. They will quickly turn to a more responsive competitor.
Still mulling around the idea? Want to learn more about the benefits to partnering up with SlickText? Give us a buzz at 1.800.688.6290 or shoot us an email at email@example.com. We want to set you up for text messaging success.