Everyone has had a terrible experience with customer service. Whether it is inaccurate information, dealing with being put on hold for hours, or even a lack of help–everyone knows what it’s like to be left frustrated rather than cared for. Sometimes, the issue is not even due to the people working in customer service, but it is actually an infrastructure or technological issue. Surprisingly, so many companies and businesses are leaning on old ways of customer service, including tele-customer service. While this can be helpful at times, many businesses are not able to handle the large number of customers that may have inquiries. 

Businesses can use SMS texting like Trumpia in order to create a SMS customer service fix that allows customers to benefit from instant messaging without having to wait. This also benefits businesses who may not have the personnel or resources to address all of these customer service requests. Here are some ways that you can start using SMS texting for your customer service today.

Answering questions

People want to know that they are cared for and that their questions matter. However, people often ask the same questions that are simple but they just want confirmation. These questions include inquiries on operating hours, policies, and more! One of the benefits of using SMS texting is that you can set up automated messages that send whenever a subscriber responds. This message can include all of the most generally asked questions that people may have in order to avoid inquiries that would waste you and your company time. That way, if people have different questions that are more pressing, you can focus on those individuals more. 

Time management 

SMS texting also allows customer service representatives to manage their time better. Not only can you send automated messages, but you can also create templates or pre-scheduled messages in order to reinforce reminders and information your subscribers need to know. Furthermore, one of the benefits of using Trumpia is that Trumpia stores all incoming messages in one dedicated inbox. This allows you to easily access all of your messages while keeping track of the questions that you have already answered.

Personalizing customer service

Finally, SMS texting is helpful because it is highly customizable. This is possible because SMS texting allows for one to one messaging. Not only can companies send messages to their subscribers, but they can also receive messages back. If you see that a certain question or inquiry requires more follow up, you can contact that individual and set up a separate appointment. This combination can ensure that customer satisfaction is high. 

Overall, we recommend using a multifaceted approach when building out your customer service program. Use SMS in conjunction with your existing systems in order to see improved results. 

Want a free SMS software trial? Call us and get started today in order to see how beneficial our text messaging technology truly is!