1.Customers expect it
In our post “7 Reasons Why Customers Want to Text You,” we dove into the reasons why customers want to text you, and many of these reasons boil down to one thing: customers want to communicate however they want, whenever they want. More than ever, consumers feel empowered by all of the services at their fingertips, and their patience is dwindling for hold music and restrictive hours of operation.
In other words, customers want to be the ones who call the shots. No one wants to jump through hoops to connect with customer service. Though it may lack the presence of a human voice, text messaging is the perfect channel for users who want instant gratification.
The new world language is instantaneous and emoji-rich, so your business better speak it.
2. It’s easy
Yes, texting is easy for your customers. Most consumers usually have a mobile device within arm’s reach 24/7, and sending and receiving texts doesn’t disrupt their day. “But, what about me? How does it make it easier for me?” a lot of business owners and managers ask. Well, grab a seat and get comfy—this could take awhile.
Since messaging is so popular, engaging with your customers happens with less friction. Whether you’re receiving inbound texts from customers who want to buy something or to book an appointment, or sending outbound messages to customers to inform them of their order status or to remind them of a promotion, information exchanged to and from your customers happens on their preferred channel, which means you can build stronger relationships to fuel brand loyalty and higher revenue.
Quiq’s implementations typically take days, not weeks. Quiq, for example, can be used as a standalone product, but even integrations into CRM platforms like Salesforce.com, Zendesk, and Oracle Service Cloud, can take place with our pre-built integrations, giving employees the ability to send and receive text messages within a company’s existing CRM system.
As easy as it is to implement, it’s just as easy, if not more so, to train employees. Since most employees use messaging on a daily basis, the learning curve looks more like a Nebraska plain versus a Denver mountain. Employees, like the customers they engage with, share texts, emojis, and links on a daily basis, so there’s little disruption to day-to-day operations as they’re learning a system.
Many companies worry about staffing the messaging channel and fret about managing another point of contact with their customers. A business text messaging platform, like Quiq, alleviates these concerns. Quiq brings all of the SMS/text messages, as well as messages received on web chat and social media platforms, into one intuitive screen. Employees don’t have to hop from system to system rather, employees handle multiple simultaneous messaging conversations all within the Quiq desktop.
3. It will actually save you time
Business text messaging can make your operations more efficient. Features like pre-built responses and chatbots make collecting data and sharing information easier. Chatbots, for example, can guide every step of the customer journey, from initial contact to final feedback. They can also route users to the appropriate agent.
Pre-built responses, also known as snippets, help employees quickly send canned messages like greetings or answers to frequently asked questions. Snippets are also a great way to share information that may be lengthy and cumbersome to type, like a return policy or details about a promotion.
4. You can do more with what you have
One of the primary uses of business text messaging is the instant access customers can have to customer service resources. Whether they text you off-hours or during holidays, chatbots can point them toward articles that might help to answer their questions. If the problem is beyond the scope of what can be solved through a chatbot suggestion, a support ticket can be opened up using the details from the message or chat.
With customer satisfaction being the aim of any good business, providing a channel for consumers to get in touch with you whenever they like goes a long way in keeping them satisfied. This also means being available on all of their preferred channels, whether it be through Facebook Messenger, a chat button on your website, or through a simple SMS text. Let your customers know that you’ll be there when they need you.
5.Get your messages read
While sending out marketing emails can be like walking the razor’s edge between the spam and promotions folders, text messages are almost always read. In fact, some estimates put SMS read rate at 98%. Email, on the other hand, might get you a measly 10%.
This is not to suggest you start spamming every number in your database Instead, when a customer buys something or subscribes to your service, ask them if they would like to receive updates via text. You can communicate order updates and other notifications via text and they can easily reply back with any questions or feedback.
6. Get feedback, fast
At the conclusion of a sale or after a customer has been trying out your product for a while, a business text message is a great way to get feedback from them. It’s fast, convenient, and less of a hassle than filling out a survey. Simply asking a customer to rate a recent purchase via text is more likely to get a response than an email would since the read rate is so much higher (as noted above).