How can SMS Improve Customer Rapport? 

A increasing number of companies are turning to implementing SMS to improve their customer support strategy. Text messages are a quick and easy way to get in contact with customers, and for customers to get in touch with you. In fact, a recent study showed that 90% of people prefer texting to calling or other means of communication. By signing up for a compliant SMS service like CCAI, you are taking a step in the right direction for upping your company’s customer service strategy!

Benefits of SMS in Customer Service

• Personalized

The ideal way to provide individualized customer support is through two-way SMS. It’s a direct message sent to the consumer, with a live representative on the other end who can text them back.

Is it more intimate than a phone call, you might wonder? People are accustomed to forming relationships through their phone’s messaging app because most modern-day communication with family and friends occurs via text. By texting customers, you are becoming part of their daily lives. Communicating with your business is no longer deemed a chore.

• Quick and Easy

Texting is more convenient than traditional customer service methods such as a chatbot or phone call because it allows you to reach a large number of individuals at once. As a result, text messaging is an effective customer service approach since it allows you to reach out to your target audience in real time when you need it. Furthermore, most people keep their phones close by, allowing you to contact them quickly, and vice versa.

Additionally, over 90% of text messages are opened within the first three minutes.

• Direct

SMS is obviously the most direct method of communication we have today besides phone calls. The Issue is, no one wants to make a phone call, be put on hold, chat for 20 minutes and then not have their issue resolved. Unfortunately, this is often what happens in many businesses. In fact, 66% of customer service issues go unresolved. 

By setting up your customer service via SMS, you are giving your customers a direct way to contact your company about a concern they may have. This direct approach gets you one step closer to resolving their issue and maintaining a good rapport.

• Cost-Effective

Texting is particularly advantageous to small businesses due of its low cost. Sending an SMS message is much less expensive than having employees have to take 20 minutes out of their day to resolve an issue via phone call. With SMS, you can be helping a customer while tending to other tasks.

SMS providers, such as Cloud Contact AI, make it feasible to send messages to customers all over the world for a few cents each message. When compared to other customer service channels this is one of the most cost-effective methods of communication with the highest return on investment.

Exceed Customer Expectations with SMS

While there may be some people who prefer to call a company and go through the arduous process of listening to elevator music while being put on hold to get their questions answered, they are certainly a minority. Most people today want to pick up their phones, touch their screen a few times and have their issue addressed or their problem fixed. 

Our team at Cloud Contact AI is dedicated to giving our customers the best product possible. We work day and night to ensure that when you sign up for our services your business will operate smoother than before.

Learn more about what services we have to offer by getting in touch with us today!