If you’re like most businesses, you rely on customer support to keep your customers happy and your business running smoothly. It’s essential to provide excellent customer support, but it can also be expensive and time-consuming. One way to provide excellent customer support without breaking the bank is to use SMS for customer support. Here are reasons why SMS is a perfect choice for customer support:
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Versatility
You can send and receive an SMS on any device. Platforms like slacks make your team communication much more accessible. You can send SMS from Slack to your team members. It saves time and makes it easier to stay in the loop. Any customer can send a message to customer support regardless of the device they are using, and they can be sure customer support will receive it.
You Can Easily Automate Messages
Many companies use SMS for customer service to set up automated messages. For example, you could create a welcome message when someone signs up for an account and another message after receiving their first order. These automated messages can be reused across channels and will save your business time compared to having an employee type out the same message each time.
Instant Delivery
It assures you of immediate delivery regardless of where your customers are. An SMS is delivered instantly, and according to research, most people open ninety percent of their messages within three minutes of receiving them, proving the speed and efficiency of text messaging. There are many ways to connect with customers online, but very few can offer SMS immediate results.
Simplicity
It does not get much simpler and easier to use than an SMS. Whether you are a customer who needs help or a customer support agent offering it, you can quickly and easily send an SMS. The simplicity of SMS is one of the reasons it has been in existence since 1992. Messages have a directness and conciseness that ensures senders get directly to the point, ideal for customer support. Customer support officers can also help customers in the same way, which is fantastic.
It’s Widely Available
Everyone has a phone, which means everyone has access to SMS messaging. According to ComScore, 75% of American adults have mobile phones, and 86% of those adults in the U.S. use text messaging. Regardless of where your customers live or which network they’re using, it’s likely that they’ll be able to read your texts even if their phone isn’t connected to Wi-Fi or data.
Cheap
Companies often have to allocate a substantial portion of their budget to customer support. For online channels, there are internet costs. For calls, there are network charges. However, SMS are free in most cases. You can get excellent deals when they involve charges if you buy them in bulk. Therefore, they can significantly reduce the cost of communication. Customer satisfaction carries a great price, and SMS can reduce those costs for companies and customers.
SMS provides an excellent way for your customers to connect with you quickly. By providing customer support through short messages, you can give quick responses while also saving time and money compared to other communication channels.
