7 Ways Texting Can Enhance Customer Service

7 ways Texting can Enhance Customer Service
7 ways Texting can Enhance Customer Service

SMS or texting, as it is the popularly known in colloquial terms, is a universally acceptable, easily available and direct method that companies can utilize to reach out to its customers or potential customers. In fact, the very aspect of its non-intrusive nature is one of the main reasons why many customers prefer this mode of communication to many others, especially if they are in public or attending to some other important matters.

A US customer support preference survey by HeyWire Business, a mobile messaging service, shows that three-quarters of respondents said they would rather text with a customer support agent than correspond with them through social media. In fact,52 % respondents  said they would be likely to text with a customer support agent and prefer texting customer support more than their current preferred method of communication.

SMS is a low-cost, time flexible and effective communication medium that can be used to provide simple information or solutions. An executive may want to use SMS to provide his or her customers with some helpful information, offers, tips, reminders, recommendations, order information etc. Using SMS instead of phone calls for follow-up and one-on-one interaction with the customer lowers the company’s operational costs. Read below to know how to use the SMS service effectively and its the various advantages. 

Effective SMS Service and its Advantages

  1. Using Texting for Effective Follow-up for Customer Engagement:

    During any interaction with the customer, a smart strategy is to use texting for improving the customer service. Texting when used as a follow-up tool can lead to sustained series of exchanges with the customer or prospect, thereby aiding in building a trusted and valuable relationship with the customer. Keeping customers happy will eventually lead to increase in sales. Therefore, effective SMS follow-up can eventually add to the bottom-line of the company.

  2. The Option of Receiving SMS’s Should be the Customer’s Choice:

    Unwanted text bombardment may irritate someone and in fact drive the person away from the company’s services altogether. It is best to ask for his willingness to receive texts. Opting out should be easy, so it should be clearly visible on the company’s website, product packages, brochures, social pages or personalized communications (e-mails, live chats etc.).

  3. Make it a Two-Way-Communication:

    It is beneficial during initial engagements to let the customer know that SMS could be used as a two-way communication channel. A customer service executive can in fact assure a willing customer that he can use text to seek an answer to a query or complaint.

  4. Timing is the Key:

    Since SMS is a direct and immediate medium, it is of paramount importance to time it correctly. A message sent out in just a few hours is more likely to attract the attention of the receiver and motivate him or her to use your services or products. In today’s globally shrinking world, it is important to align the timing of SMS with the time zone of the recipient’s geography. Unwanted beeps in the middle of the night are surely not welcome anywhere in the world.

  5. Text Can Provide Quick Answers:

    Text messaging should be used to provide quick solutions to customer queries. It is essential that the content of the SMS is as concise as possible. Personalized, to-the-point content that can add value to the customer’s doubt, query or concern, accompanied by direct, relevant questions if needed, or solutions that are easy to comprehend and follow. Useless information should be avoided and long detailed text must be left for other channels, such as e-mails.

  6. Polite and Professional is the Way to Go:

    A short polite greeting or a suggestion to the last discussion creates a framework of familiarity and continuity. Warm greetings and a positive tone of an SMS without textual abbreviations; suggest professionalism that earns respect in turn. Skillful wording of SMS including relevant data from past interactions would add a personal touch. Personal messages are more likely to be responded to and not treated as unwanted spam.

  7. Be Proactive to Foster Relations:

    Text serves as a way to pursue a long-term relationship with the customer. Therefore, it is a customer-friendly proactive strategy to use SMS to communicate with the customer regarding the status of a problem reported earlier. Additionally, sending out information when there is a service outage, when he or she is likely to try to use the services, is quite useful to the consumer.

What Can the Company Do?

The company can make efforts to ensure that the text channel is utilized to its maximum potential to enhance customer service and increase customer satisfaction levels. It needs to facilitate the following:

  • There is a need to train the service executives on how to leverage text effectively in their nature of work.
  • Sample templates for SMS’s for varying situations must be available to ensure that all agents follow a unified technique. Yet there must be room for personal customizations, as the agent best knows the customer and his/her needs.
  • To be able to facilitate personal messages, data should be available to the executives about a customer’s demographics, habits and preferences, along with the history of any past purchases or deals. This requires streamlining data across all channels and making it readily available in a usable format to the executives.
  • Businesses can acquire SMS-support tools that can aid an agent and support staff to effectively manage SMS formulation, automated delivering and tracking.
  • SMS can be integrated seamlessly with other channels for effective cross-channel customer-driven campaigns or communication programs. This requires establishment of business processes that engage the advantages of text to pre-inform the customer of a more detailed e-mail perhaps, or a reminder for a scheduled meeting with a customer service executive.
  • SMS’s can be used to improve first contact customer resolution, and provide valuable feedback to secondary contact mediums 

SMS text messaging is an important tool that can streamline any relationship on a one-to-one basis. Therefore, it makes perfect business sense to leverage the advantages of this simple yet powerful service for ensuring higher levels of customer engagement.

Text messaging is not a one-time communication method and hence must be regularly and used for effective customer communication. It can be used continuously to engage with customers and help to build the foundation of a strong relationship. Taking the help of a specialized multi-channel call center support outsourcing company can be an ideal way of making use of these technologies.

Read Also Related Customer Service Articles:

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1 8 Effective Ways to Handle Multichannel Conduit Challenges
2 4 Social Media Strategies to Enhance Customer Service
3 5 Critical Contact Center Technologies to Improve Customer Service


For more information on how Invensis Technologies will effectively manage your Email Customer Service requirement through our Multi-Channel Call Center Support  Outsourcing Services, please contact our team on US +1-302-261-9036; UK +44-203-411-0183; AUS +61-3-8820-5183; IND +91-80-4115-5233; or write to us at sales {at} invensis {dot} net

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