Now that mobile and online shopping is permanently ingrained into consumer’s shopping habits, retailers must consider digital experiences to be just as important as in-store experiences. Consumers’ ability to message a brand for pre-sales service or post-sales support is the equivalent of having friendly, knowledgeable associates on the floor and ready to serve the customer.
Messaging has helped brands like Overstock and lululemon keep up with the spike in online sales. Here are a few key ways retailers can use text messaging to deliver more personal service:
- Ensure delivery of order status updates
Proactivity sending your customers updates on their order status is expected but sending these types of notifications through email misses the mark. With Quiq messaging you can push these time sensitive messages directly to your customers mobile devices. Messages can be sent individually or sent out to thousands of customers in no time from short or long codes. If customers have follow-up questions or want to place an order, they can simply reply and be connected to a bot or one of your employees.
Sending spammy messages from unknown phone numbers is something something brands should stop doing immediately. Quiq can provision your existing landline to send and receive messages. No random numbers here. Just the same 10 digit number that your customers use to call you.
Verified SMS, Apple Business Chat, and Google’s Business Messages all provide the kind of next level branding that plain SMS doesn’t. Companies can send messages, loaded with logos, colors, and verification badges that signal to the consumer that the message is legit. If you want to make the experience more personal for your customer, make sure every touchpoint is trusted and secure, with your familiar branding.
- Offering mobile personal styling services
Mobile engagement gives retailers room to really flex their creative muscles especially when it comes to providing personal styling and shopping services. To some, this concept might seem intimidating. How could you possibly offer customers the same attention and selection that they’d receive in store? The answer is – it’s not the same, but it can be better.
Imagine how much easier a digital personal shopping experience is when the consumer can quickly exchange product pictures back and forth. Overstock did exactly that and enabled their Customer Service Associates to help customers 24//7. Instead of a customer describing a style verbally, they could just send a screenshot of the space they are trying to fill. The two-way, conversational nature of texting allows designers to easily go back and forth with a customer, ask clarifying questions, add a personal touch and ultimately make a sale.
- Share timely, targeted offers
Sharing information in a timely manner is what text messaging was made for. Text messaging allows you to quickly and easily send out alerts and promos to all opted-in shoppers.
Outbound notifications can be more than the transactional “your order has shipped” messages we’ve all come to know and love. Sending trusted, timely and relevant information to customers creates a stronger connection to your brand and a more personal experience for the customer.
Use messaging to target certain segments with info and promos that are specific to them. Want to send a special offer on cat litter to your feline loving customers – done. Need to notify everyone that ordered the new velvet throw that the matching accent pillows are back in stock – done. Unlike email, which has at best a 20%-ish open rate, text messaging has a 98% open rate, so you know your customers will get the message.