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SMS text services are a common mobile marketing tool, but they can be useful for customer service purposes as well. In fact, experts estimate that as many as 61 percent of call centers will offer support via SMS by the end of 2016.

What makes SMS beneficial for call centers?

SMS text services offer a variety of advantages for call centers. Some of these advantages include:

• Coverage of a large demographic. - Current estimates indicate that 42 percent of the world's population currently owns and uses a smartphone. Most of these people have their smartphone on hand during all hours of the day, and many even sleep with the phone next to their bed. All of these people can take advantage of SMS services with little or no effort.
  
  
• Customer preference. - Given the option, more than half of people who own a smartphone have indicated that they would prefer text-based customer support options over other methods of communication, including the method they use currently. Offering SMS support may even influence the purchasing decision of a consumer who is on the fence about your brand.
  
  
• Reduced call volume. - Because many consumers will opt for SMS-based customer service if they are given the choice, the call center will receive fewer calls when SMS is available.
  
  
• Increased customer satisfaction. - Customers like having options and interacting with brands on their own terms. Allowing customers to choose their preferred method of communication increases their level of satisfaction with the service they receive.
  
  
• Simplified record keeping. - SMS messaging makes it easy for call centers to keep records of their communications with each consumer. Rather than relying on representatives to take notes or commit conversations with customers to memory, the call center can simply keep copies of all SMS-based conversations for future reference.
  
  
• Increased privacy for customers. - Texting is more discrete, allowing customers to communicate with the call center from virtually any location without worrying about finding a quiet place or feeling self-conscious.
  
  

Using SMS Text Services Effectively

SMS text services can support the function of a call center in a variety of ways. Some of the uses of SMS texting in the field of customer service include:

• Mobile support. - Customers use their mobile phones for almost anything. Why not allow them to use their phones' SMS capabilities when they need customer service?
  
  
• Self-service. - Some questions, such as account balance inquiries or questions about a store's hours, can be answered quickly and with minimal effort. With the right SMS platform, businesses can allow customers to text designated keywords and receive this type of information automatically.
  
  
• Call backs. - Customers hate being placed on hold, especially when they are forced to wait for an extended period of time. With SMS services, a customer can claim his or her place in line without actually being on hold. When a representative becomes available, the customer will receive a phone call.
  
  
• Automated Support. - In many cases, SMS can be used to provide automated support to consumers. For example, some brands may use SMS to send consumers regular due date reminders, account balances, shipping updates and delivery notifications.
  
  
• Customization of support services. - Call centers can also use SMS text services to provide customers with more control over their experiences. Rather than calling a representative directly every time they have a question, customers can decide if SMS is a better option. Customers can also customize their experience further by using SMS to opt in or out of different services offered by the customer service department, such as balance updates or due date reminders.
  
  

To get the most out of SMS text services, brands need a high-quality SMS platform. Trumpia offers comprehensive SMS software that brands can use to provide virtually any type of customer support service to consumers. Contact us or watch our 5 minute demo to learn more about how Trumpia can improve the efficiency of your customer service operations.