Attract the Right Job or Clientele:
Better Customer Service Through Text Messaging
Most people associate text messaging with marketing, but you can improve customer service through text messaging. SMS messaging is direct, efficient, cost effective and personal – all the traits that make a strong customer service system. Here is how to boost customer service with text messaging.
Text messaging gives buyers a customer service option that they can use on their terms.
Inform Buyers of Delivery Updates
Customers have long been able to track packages, but it requires action and initiative on their end. When shipment and delivery updates are sent directly to the buyer’s phone via text, however, they get the exact same information without having to do anything. When the customer receives a text when a package goes out for delivery, or when it leaves or arrives at a facility, they will feel connected, in touch and grateful to your business for going above and beyond.
Keep Customers Up to Speed with Project Updates
Consider using text messages to inform customers on the progress of a job or project. As discussed in the article “How Can We Help You: 5 Strategies for Using Text Messages as a Customer Service Tool,” this is especially effective with physical projects, such as construction, plumbing or electrical work. If an auto mechanic replaces an alternator, but notices a loose belt that needs tightening, a text message is the fastest and most direct way to let the vehicle’s owner know that the car is going to be held for another hour.
Allow Customers to Text Orders Instead of Calling
Any business that deals in real-time orders, such as restaurants or delivery services, can use text messaging to streamline service and give customers another ordering option. Customers may prefer to text instead of calling in an order, especially when a language barrier is involved or if they are at work. Texting provides a record that covers the business in case of an error. It can even prevent errors since the party placing the order is the one writing the order, as opposed to a phone call, which requires someone on the other end of the phone to transcribe verbal instructions.
Use text messages to inform customers of updates on deliveries or projects.
Businesses have used text message campaigns to market their products and services for a generation, but the savviest companies understand that SMS campaigns can do a lot more. Use text messaging to improve customer service, communicate with buyers and give your customers a personal, direct and cost-effective way to place orders and make inquiries.
Andrew Lisa is a freelance writer who covers marketing and small-business management.
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