The Guide to Writing Effective Business Text Messages

While using SMS messaging to communicate with customers can be an effective business strategy, its success is dependent on the business’s knowledge and skills. Digital customer support is complex, so it’s important to develop a strong communication plan that will keep every consumer coming back. Knowing how to write an effective customer service text message is the key to succeeding in today’s competitive market.

Tips for Writing Effective Customer Service Text Messages

Texting is an informal type of communication that people engage on with their families and friends every day. It’s much more efficient and convenient than making a phone call or meeting in an office. Customers today expect immediate, personalized service without having to put in additional effort. Text messaging achieves these results by putting companies right into the pockets of those customers. That’s why it’s so critical to have a solid strategy in place before integrating this technology.

1. Develop a Prioritization System

The first step in sending effective customer service messages is to develop a prioritization system. This step plays a major role in organizing the process and improving customer service efficiency. As questions arise, it can help prioritize them based on urgency and order of importance. This helps ensure that troubleshooting questions and general issues are addressed as quickly as possible. Less urgent questions may be able to wait a little longer if necessary.

2. Identify Their Problem or Question

One small miscommunication could derail the conversation and drive away the customer. Identifying the issue is essential to finding a suitable solution. If someone has a complex or confusing question, it can help to break the question down into parts or ask for clarification. By understanding what a consumer is asking, the service agent can find the root of the issue more quickly and start searching for the answer.

3. Be Clear With Your Answer

Communicating with consumers is all about being clear and concise. People come from all types of situations and educational backgrounds, so every customer support agent needs to know how to type a message that’s easy to understand and digest. A customer who is engaged in the conversation will be more likely to seek help again.

Instead of texting long, detailed messages, it’s best to simplify replies into one or two sentences that contain the necessary information. This helps drive more productive conversations, and it leaves more consumers satisfied at the end of the day.

4. Follow Up With Customers

When a customer has an issue or question, they want to know that their retailer or representative cares about them. One effective way to show this is by following up after addressing the issue.

Is the consumer satisfied? Do they have any more questions? Do they have any constructive feedback to offer? By asking what they can do to make the customer experience better, customer support agents show that they’re willing to listen and adapt as needed. This can go a long way toward building strong professional relationships.

Learn More About Writing Effective Business Text Messages

Asynchronous messaging does wonders for retailers and eCommerce leaders in all markets. Follow these tips, and you’ll reach new standards of customer service excellence. To learn more about our Conversational Customer Engagement Platform or how to write effective business text messages, contact Quiq today.

How to Improve Your Customer Satisfaction Score (CSAT)

Customer satisfaction has a direct impact on a company’s ability to retain existing customers and attract new ones. The level of satisfaction customers feel is largely defined by the experiences they have with customer service representatives. As a result, companies that succeed must monitor and improve call center and customer service performance continuously.

A customer satisfaction score (CSAT) is an essential metric companies use to determine how customer service teams are performing and how they could do better. This score is generated by asking customers to rate their experiences and provide feedback after interactions. A low overall CSAT score indicates a problem with the current approach to customer service. Even if a team has a high CSAT score, there is usually still room for improvement.

4 Steps to Improve Your CSAT Score

  1. Create a Customer-Focused Work Environment
  2. Conduct Customer Surveys
  3. Make Changes in Response to Customer Feedback
  4. Create Personalized Conversations With Customer Messaging

If you’re wondering how to increase customer service ratings, you are already on the right path. The following tips can help improve CSAT scores at your call center.

1. Create a Customer-Focused Work Environment

One of the best ways to increase customer satisfaction is to ensure agents put the customer first in all interactions. All aspects of workflow and policy should be designed to produce the most positive result for the customer. This includes giving agents the tools they need to serve customers efficiently in the manner they prefer.

To improve CSAT scores, companies should analyze the customer journey and consider how certain strategies may make customers feel. When the whole team places customer needs and expectations at the heart of operations, customer satisfaction goes up, along with sales.

2. Conduct Customer Surveys

Call centers struggle to make meaningful changes to the customer experience when they lack the data to back up their decisions. Unless you ask your customers how you are doing, you’ll never know exactly how they feel.

To make more informed adjustments to policy and show an active interest in your customers’ opinions, consider conducting customer surveys after every conversation. Just remember to keep it short and respect each individual’s decision whether or not to participate, as overly time-consuming surveys can backfire.

3. Make Changes in Response to Customer Feedback

Gathering customer feedback is only the first step toward improving customer satisfaction. Customers want to feel heard, so it’s important to listen to negative feedback and implement solutions designed to address the root cause.

To repair damaged customer relationships and further increase CSAT, consider following-up with customers. When you acknowledge the problem and explain how you are working to fix it, customers will be more willing to trust your customer support team in the future.

4. Create Personalized Conversations With Customer Messaging

While some customers may find phone conversations convenient, others would rather send a message using social media or SMS. People view text messaging as a comfortable, safe, and enjoyable form of communication. As a result, companies have the opportunity to significantly improve the customer experience and increase CSAT scores when they implement a business messaging platform like Quiq.

Our platform allows customer service agents to engage multiple customers in their preferred form of communication. Text conversations allow for more personalization, and rich messaging features enable agents to provide easy, direct, and actionable solutions. Agents can send and receive helpful pictures and videos to streamline the conversation, and they can even process secure transactions.

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By reducing call volume, messaging systems allow call center employees to work more efficiently and ensure customers receive answers quickly. To find out how Quiq can help improve your company’s CSAT rating, request a demo today.

How Call Centers are Becoming “Text Centers:” Text Messaging for Customer Service

Internet and mobile technology have fundamentally changed how business is done. With more people working from home and consumers spending increasing amounts of time on their mobile devices, businesses are having to adjust to meet technological advancements and new consumer preferences.  There was a time when call centers only handled phone calls from customers. As customers have become increasingly digital, companies must find more efficient and effective ways to communicate with their customers.

Today, more than ever before, customer service has become one of the most important functions of the overall customer experience, and businesses are focusing on implementing personalized solutions rather than simply selling products. As a result, call centers have undergone a digital transformation — one that embraces the power of text messaging.

The Industry Follows Customer Preferences

Statistics show that in the United States alone, the average person sends and receives about 32 texts per day. What does this mean? In short, it means people like to text because it is easy and convenient. This provides the ideal opportunity to implement a digital customer service solution that supports messaging.

Today’s customer service is all about making the consumer experience as pleasant, personalized, and hassle-free as possible. Text messaging allows consumers to send questions and receive answers almost instantly. Better still is consumers get to drive the pace of the conversation, whether they are on-the-go or sitting on the couch, they can respond when it’s convenient for them, making text messaging the preferred method of communication over the phone for a vast majority of consumers.

Improved Satisfaction With Personalized Service and Dynamic Solutions

The issue with phone calls is they are a hassle for customers. that they tend to create an extra hassle for customers. Phone calls are a hassle because too often, they require the customer to sit on hold, repeat themselves, and interrupt their busy, on-the-go lives to have a voice conversation that can sometimes be hard to hear or understand. On the other hand, texting is fast and easy, with conversations capable of being on-the-go, and are aptly suited for our busy, digital lifestyles. 

That’s why many companies are now converting their call centers into innovative digital centers. With messaging, businesses are providing customers solutions for resolving issues more quickly and in more engaging ways, like with the use of photos and videos, or even by expressing emotion with emojis ? . Messaging is suited for every kind of inquiry, and can even respond to seemingly complicated questions that include:

  • Replacement product options
  • Troubleshooting guide links
  • Important documents or disclosures

Chatbots Help Improve Messaging Efficiency

While human-to-human correspondence is necessary at times, many of the most frequently asked issues can be easily managed by chatbots. Chatbots can help save time and resources, freeing agents up for more complex or higher priority concerns.

Digital transformation and customer experience are culminating with the advancement of chatbot technology being sophisticated enough that AI bots are having high-quality, human-like conversations with customers. With chatbots, consumers can get the information they are looking for much more quickly, reducing the need for phone calls and face-to-face interactions.

Call Centers Digital Transformation

While phone calls can be helpful in certain situations, they limit you and your customer to a single platform of communication. Messaging can be used across apps, social media, mobile devices, and more. This allows businesses to stay in contact with customers 24/7.

When customers have a quick question, they want fast answers, without any hassle. Texting with customer service is so easy, even grandpa knows how to do it. Text messaging for customer service is solving problems faster and with greater convenience for customers and agents.

Contact Us Today About Our Solutions

The importance of technology in customer service has become more important than ever as call centers steer away from single-channel communication. To learn more about how text messaging will enhance your customer service, request a demo today.

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How to Text Message Your Customers

First, to set the stage, we know consumers are shopping online more often than ever before — and they’re using mobile phones to do it. As of 2019, it’s estimated that 96 percent of Americans own a cell phone of some kind. While not surprising, for some of us, we remember when the phone was still connected to the wall, so the adoption and growth of cell phones in such a short time is astonishing. Then came along the smartphone, and while the possibilities for how we use these devices are endless, there is a reason we still refer to them as phones, and it’s not because we’re making more calls on them. Consumers are communicating more than ever with text messaging, Facebook messaging, and messaging through other apps. 

If your company isn’t taking advantage of the ability to text customers, you’re missing out on an incredible opportunity. Communicating with customers through text is personalized, easy, and fast, making this method the way consumers expect to be able to find answers and ask questions to resolve issues with customer service.

Using Text for Customer Service

Today, phone support, email, and web chat are the norm in how businesses and customers communicate, but there has been a shift to using messaging and it won’t be long before all businesses are using text messaging as a part of their digital customer service. The reason businesses are moving over to text for customer care is because messaging is already the preferred method of communication for customers, as well as employees. Both parties are already comfortable with the channel because they use it themselves in their daily lives, and unlike emails, text messages have a near 100 percent read-rate. 

Customers are on the move and when it comes to service, they want more options. By offering text messaging as an option for customer service in addition to web chat, email, and traditional phone support, your customers will be delighted when they are able to choose the contact method they prefer, particularly if they are on-the-go. Don’t be surprised when they don’t want to call you on the phone and would rather text message your business instead, at their convenience.

Best Practices for Texting Customers

If your business is exploring text messaging for customer service, you may be wondering how to effectively and appropriately text customers. Here are a few guidelines to keep in mind as you build your company’s strategy:

1. Enable Two-Way Conversations

First and foremost, a conversation is not very useful if it’s only one-sided. With text messaging, customers expect to be able to reply back. That is why businesses considering turning on text messaging should enable two-way conversations so they can accept and respond to customer questions and continue to foster the relationship.

2. Be Professional, Yet Conversational

It probably goes without saying that representatives should avoid using shortcuts and text lingo (lol, brb, ttyl) — texting is still a channel for professional communication. At the same time, text messaging gives businesses more interesting and less stuffy ways to engage with customers, like using emojis. Emojis add personality and make conversations more fun. Businesses should also identify and approve which emoji’s are acceptable for their business (?may not be always appropriate ?).

Still, one of the advantages of sending text messages to customers is the potential for building personal connections. Messages should be conversational and friendly, and not overly formal. Take advantage of the opportunity to build real relationships with your customers in a format they also use to talk with their friends and family.

3. Provide Consistent and Timely Answers

Customers will text customer care for help with a variety of issues, so make sure your customer service team is prepared to help. Utilizing texts for customer service is only effective if the service is quick and helpful. One of the benefits of text messaging is the experience for the customer, as it is at their convenience to respond, but businesses should treat these incoming messages with the urgency they would any other communication channel.  

4. Keep Personal Information Secure

A data leak can cause customers to lose trust in your company. Be sure to take preventative measures to keep customers’ phone numbers and any other personal data secure — and make sure customers are aware of your privacy policies.

When comparing messaging solutions, businesses should do their due diligence to understand their vendor’s security policies in how they handle customer information. To have more peace of mind, choose a messaging vendor that is SOC II compliant.

5. Make It Easy to Opt-In or Out of Texts

In addition to customer service, your company can send outbound text messages to keep customers in the loop about promotions, order status, and appointment reminders. Customers will find a lot of value in receiving these kinds of notifications, however, it’s easy to lose customers by bombarding them with excessive or unwanted text messages. Make sure your messages are relevant and not spammy.

Just like with email, customers need to be able to control the messages coming into their inbox and should be able to opt-out of unwanted messaging.  Businesses using text messaging need to comply with all rules and regulations of TCPA to enable applicable opt-in and opt-out capabilities.

Text Customers Easily With Quiq

Centralized platforms to handle customer interactions are extremely beneficial for improving customer service. At Quiq, we make it easy for you to text customers and build better connections.

Learn more about our business text messaging services. Better yet, watch this product video to see for yourself how Quiq is powering better communication for businesses.

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