Similar to social media accounts, text messaging or Short Messaging Service (SMS) feels more personal to consumers. Unlike email addresses, phone numbers are still a personal piece of trust that people share with great cautiousness. Therefore it is important that when a company chooses to engage in customer service via SMS, a communication strategy be in place. If done properly, SMS campaigns can build a strong relationship with your customer base.
Some best practices when launching a new SMS solution platform are:
Always ask for permission. Even if your customers request to receive SMS, do not assume you can text them with every marketing and sales message you have. Texting should be used to avoid calling or emailing, often because consumers are looking for a quick answer in the moment. Therefore, don’t send that unsolicited survey, or you will find yourself with annoyed customers.
Provide an easy opt-out. Make it simple and obvious for a person to stop receiving SMS communication from your company. Even if customers requested that you text them, regularly ask them if they would like to continue receiving these messages.
Be friendly & professional. SMS is another extension of your brand voice. Make sure your tone is friendly, upbeat, and always communicate effectively and professionally. Also contrary to popular demand, avoid emojis or textese (LOL, TTYL, OMG).
Be ready to switch channels. If it’s clear that the conversation isn’t moving toward a resolution, consider calling the customer. You already have the phone number available.
Respond quickly. Customers expect a response to their SMS within the hour. You can also set up simple autoresponders that let the customer know you’re investigating to acknowledge that their message has been received.
Publish Date: May 26, 2016 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.
Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511
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