Automation is a big buzzword nowadays, but it can often be misunderstood. Sending an email when a new customer signs up is a lot different than sending them a text asking them a question, capturing that information, and automatically carrying out a conversation to learn more about that customer.
Artificial Intelligence and automation give companies an unprecedented new tool for engaging with their audience. Being able to interact with customers intelligently and automatically gives them the ability to give personalized messages and offers, leading to increased revenue and brand loyalty. But how can automation is properly implemented requires proper planning.
Trust from your customers is important, as Salesforce has found that 79% of customers are willing to share their information with you if it means they get relevant engagement. Even more powerfully, that number jumps to 88% if they receive personalized offers that are relevant to their interests. If 88% of your audience wants something, then you need to listen.
Below are some of the most effective ways that SMS automation can help you automate your workflows and provide powerful new ways to reach your customers.
Create Automated Replies
Automated replies (also called Auto-Replies) are text messages that are automatically sent to customers once they text in a keyword. Create a message that gets sent to every person who texts different mobile keywords, each one having their own different responses. When a subscriber texts in your mobile keyword, your SMS automation system will then send them the message. This can include things like a message saying thank you for signing up or a link to your web page.
You can even have auto responses set up with a coupon, so contacts are more likely to visit your business or redeem your offers online. Or instead of ending the engagement there with just a simple response, you can then take the next step of asking qualifying questions or initiating an automated campaign.
Create Different Integrations in Your Systems
In order to make the most of your data, integrate your applications so that they work together. In order to do so, you will need to have an in-house development team. If time is a sensitive matter or your business does not have the resources for a development team, there is another option.
Integration platforms like Zapier allow you to connect thousands of different programs together so that they trigger off of each other, so you can turn your mass of unconnected programs into an interconnected web, saving vital time and resources by unifying your communications. This applies to CRM’s too. Applications like Salesforce allow easy integration with different applications and messaging channels into one easy-to-use interface that can carry out workflows for you.
Get More Customer Data
There are a lot of communication services that allow you to mass text all of your contacts very quickly. This has been shown to be very ineffective, as a study done by Salesforce showed that 84% of customers want to be “treated like a person, not a number.” The same study shows that 80% of consumers felt the “experience” a company provided was as important as it’s products.
Methods to get more customers and collect more information start with easy to use tools for the consumer. If it’s complicated, the vast majority of them will never take the time to fill out a form or answer a survey. They can opt in by texting in a mobile keyword, and then answer a few questions that are automatically sent as replies. If you have a texting provider that can capture this data, then you can use it to further target your messages. In addition, if you already have a database of customers who have opted in, most SMS platforms will allow you to upload their data into their database.
Provide Faster, Better Service
Better customer service should be a top priority for companies trying to take their business to the next level. Customer service representatives can only help one person at a time when they are on the phone. Conversely, if you have a landline number text-enabled, that number can skyrocket as service reps can text back and forth with multiple customers at the same time. The same goes for email support tickets, as some customers would rather send an email about a low-priority issue they need resolved than wait on the phone line for potentially hours.
Automation is a key part of top-notch support workflows. According to Salesforce 69% of customers would rather use self-service to take care of a simple question. Catering to these customers will save businesses thousands of man hours as your service representatives won't be stuck on long phone calls and your queue times will see a dramatic decrease.
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