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Studies have shown that the vast majority of consumers who text on a regular basis would prefer to use SMS for customer service if given the choice. However, many companies continue to offer only email or phone-based customer service options to their customers. In order to keep up with consumers' evolving needs and preferences, brands need to allow customers who prefer SMS over voice to text customer service.

Why SMS?

Offering SMS-based customer service provides several benefits for brands. Some of these benefits include:

• Customer satisfaction. - Consumers who use text on a regular basis have made it clear that they would prefer text-based customer service. Satisfying this request improves customers' experiences and strengthens their relationship with your brand. Customers who are satisfied with the service they receive are also more likely to remain loyal to your brand and recommend it to their family and friends.
  
  
• More convenient for customers. - Some customers are unable to call your customer service department because they are not free during your business hours or have no quiet place to talk during these times. Offering the option to text customer service allows customers to contact you at a time that is convenient for them.
  
  
• Less wait time. - Nothing is more frustrating to a customer than calling your department and being asked to remain on hold indefinitely until a representative becomes available. Text-based customer service lets customers send their questions or concerns instantaneously without wasting time waiting for someone to come to the phone.
  
  
• Better efficiency. - Instead of fielding phone calls one at a time, your customer service staff can handle multiple issues simultaneously via text. This increases their efficiency, improves productivity and helps your customers get the assistance they need faster. A more efficient work environment can also improve the morale of your employees.
  
  
• Detailed records. - With SMS-based customer service, every conversation your customers have with staff members via text message is available for review in writing. When customers return with another problem, or if there is ever a dispute between a customer and representative, you will have the detailed records you need to resolve the issue.
  
  
• Privacy. - Some customers dislike the idea of being overheard when speaking to your customer service department. Text-based services protect the privacy of these consumers by allowing them to speak with a representative discretely.
  
  

How Does it Work?

When you offer SMS-based customer service, customers who have a question or concern will text your designated customer service number. The text will be delivered to a representative in an inbox that can be accessed from a computer or mobile device. After viewing the customer's message, the representative can issue a reply from his or her computer or mobile device, and the reply will be delivered to the customer in the form of an SMS message. The conversation can continue until the customer's issue has been sufficiently addressed.

Some of the issues customers are most likely to text your customer service department about include:

• The processing or shipping status of an order.
  
  
• Questions about a specific product.
  
  
• Stock inquiries.
  
  
• Basic business information, such as a store's location or hours.
  
  
• Account balances.
  
  
• Requests to put a specific item on hold.
  
  
• Requests for a call from a customer service representative.
  
  

Getting Started with Text-Based Customer Service

Before you can get started with text-based customer service, you must first invest in the right software. Trumpia offers business SMS software that allows your company to send and receive messages from customers with the click of a button. Thanks to our text to landline option, you don't even need to change your customer service phone number. Instead, customers can simply text the number they already know and messages will be accessible from your computer or mobile device. If you have more than one customer service representative, you can even set up separate inboxes for each staff member so that you can keep everything organized.

Download the complimentary Mobile Marketing Success Kit to read about other mobile communication tools you can use to increase customer service levels.