As SMS continues to be a popular channel in daily communications, its role in customer experience is more important than ever. According to a SinglePoint report, SMS open rates exceed 99%, making it a highly reliable channel for customer engagement. Consequently, more and more brands are embracing SMS as an ideal channel for delivering great customer service and launching effective marketing campaigns. Here are five reasons SMS is a smart channel for delivering great customer experiences.
It’s convenient to use
As a channel many people already use, SMS is a natural choice for customer engagement. Smart Insights further indicates that over 80% of internet users own a smartphone, highlighting the importance of engaging with customers on the go. SMS is therefore an ideal channel for connecting with an increasingly mobile customer demographic.
It offers personalized experiences
SMS is a very personal mode of communication as people can communicate naturally in real time. The one-on-one nature of the channel is therefore ideal for offering personalized customer experiences and allowing customers to engage in natural conversations with brands when support is needed.
Customers save time with SMS, as communications may be sent quickly and in real time. The channel may be used alone when providing customer service, or it can complement other channels during a service interaction (for example, customers may receive confirmation codes via SMS while receiving support by phone). Rich content may be easily included in SMS communications, such as important links, bar codes, and even chat invitations that enhance the overall customer experience.
One key feature of SMS is its ability to be used both actively and passively. Customer service interactions are an example of active, real time use, initiated by either the customer or the brand. However, SMS may also be used passively to keep the customer informed. For example, it may be used to notify customers when orders have been processed or shipped, when cases have been resolved, or when reminders need to be given.
It’s ideal for marketing campaigns
Lastly, SMS is a perfect channel for launching marketing campaigns. Customers may opt in to receive timely promotional offers, and advanced telemarketing solutions enable brands to launch rich, personalized, and automated SMS campaigns that maximize agent productivity, reduce costs, allow real-time performance analysis, and increase the chances of connecting with the strongest prospects for quick ROI.
SMS offers simplicity of communication coupled with capabilities for rich and personalized customer experiences. For customer service, sales assistance, and targeted marketing campaigns, SMS enables natural and efficient customer engagement. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.
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