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Your SMS messaging service is one of the most versatile forms of communication that your brand has at its disposal. In a previous blog post, we discussed the importance of using text messages to amplify your brand’s marketing message. Text messaging services are also a great way to engage your target market and send out special alerts. But did you know that text messaging can help you significantly improve your customer service processes? With its multipurpose use and real-time communication, a SMS messaging service is one of the best ways to provide your customers with exceptional service and support.

Why an SMS Messaging Service is Great for Customer Support

According to Gigaom Research, 90% of all SMS messages are read within 3 minutes of being received. This presents a valuable opportunity for businesses that want to instantly connect and receive feedback from their customers. Unlike other forms of customer support, text messaging is simple, convenient, and instantaneous.

There are a number of reasons why text messaging services are great for improving your brand’s customer service:

• Real-time communication – When a customer has a question or concern, they want to know that these issues are being addressed in a timely manner. Text messaging is instantaneous and allows your brand to communicate with your customers in real time.
  
  
• Accessibility – Every phone on the market comes with texting capability. This makes text messaging one of the most widely accessible form of communication for businesses. Any customer can send and receive text message support no matter their location.
  
  
• Ease of use – Text messages are easy to send. Rather than navigating through an email service or waiting on the phone to reach customer support, customers can simply send a quick message right from their mobile device.
  
  

3 Ways You Can Use Text Messaging to Improve Customer Service

Now that you know how valuable your SMS messaging service is as a way to engage with customers who need assistance, it is time to develop a plan for improving customer service through your brand’s text messaging communications. Below are just 3 of the many ways that you can use text messaging to improve your company’s customer service efforts:

1. Get feedback through mobile surveys and voting.

One of the great things about your SMS messaging service is that it is a simple way to engage with your customers instantly. You can take advantage of this by using text messages to get instant feedback through mobile surveys and voting. This is an easy, no-hassle way to encourage your customers to offer their thoughts on your products and services. Your company can use this valuable information to make changes and improve customer satisfaction.

2. Use 2-way texting to start a conversation.

Unlike some other forms of marketing communication, text messaging allows for a 2-way conversation. By offering a 2-way texting service, you can engage and converse with your customers while addressing issues and making adjustments in real-time. This open line of communication offers your company the opportunity to increase response times, which can have a significant impact on the effectiveness of your customer service.

3. Connect with customers in the store.

It is hard to have control over customer service when your product is offered at a third-party store. Text messaging is a great way to ensure that your customers are getting the support they need when they are in the store and making a purchasing decision. Use in-store prompts with text codes that allow consumers to ask questions and get more information when they are standing right in front of the product. This ensures that they are getting all of their questions answered and receiving the customer service they need and deserve.

Your SMS messaging service is a great way to offer support and keep your customers happy. So what are you waiting for? Trumpia makes it easy for your company to provide quality customer service through text messaging. We offer a variety of features such as 2 way texting and mobile voting that help your brand stay connected and in tune with your customers on a regular basis. Contact us now to learn more about how we can help you delight your customers and improve customer retention through your SMS messaging service.

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