Are Text Messages the Future of Customer Service?

Could text messages be the future of customer service? Text messages have become a popular communication channel for businesses to reach out to customers and for good reason. With mobiles never far from their owner’s hand and open rates that other channels can only dream of, the SMS marketing industry has grown year on year. Less utilised, but just as valuable, is the use of text messaging in customer service. There are many benefits to using text messages in the customer service journey and in this article, we’ll explore some of the key ones.

Convenience: Our phones are never far from our reach, text messages are an easy and convenient way for customers to receive information and updates about their purchases or issues. They can quickly access the information they need at the click of a button without having to make a call or log into a website. This convenience can lead to increased customer satisfaction and loyalty.

Speed: Text messages are a fast way to communicate with customers. They can receive a message almost immediately after it is sent and, if you accept incoming messages, they can reply just as quickly. This speed can be especially important in time-sensitive situations, such as resolving a customer issue or confirming an appointment.

Personalisation: Like most digital media, text messages can be personalised to address the specific needs of each customer. For example, businesses can use text messaging to send personalised promotions or offers based on a customer’s previous purchases. Personalised messages can increase customer engagement and satisfaction.

Cost-effectiveness: SMS messages are a cost-effective way for businesses to reach out to customers. There are no long-distance charges or costs associated with calling a customer or the production and postage costs associated with a bulk mailout and text messages can be sent in bulk at a low cost. This cost-effectiveness can lead to increased efficiency and profitability for businesses.

Record keeping: Text messages provide a record of communication between businesses and customers. This record can be useful in resolving disputes, tracking customer interactions, and ensuring that all customer needs are addressed in a timely and efficient manner.

Increased Efficiency: Efficiency in customer service operations is vital. If people contact you, they expect a response and they expect it fast, and text messages can achieve that. For example, businesses can automate responses to common customer inquiries, reducing the need for live customer service representatives. This can free up resources to focus on more complex customer needs.

There are many benefits to incorporating text messaging for businesses looking to enhance their engagement and customer service. From increased convenience and speed to improved customer engagement and better understanding of customer needs, text messaging can help businesses provide a high level of service while increasing efficiency and profitability. By incorporating text messages into their customer service strategy, businesses can build stronger relationships with customers and foster long-term loyalty.

About MessageCloud

MessageCloud is a multi-award winning mobile messaging technology provider. Its cloud-based SMS and messaging products enable companies to set up and manage one-way and two-way communications effortlessly. Plus, it offers products to analyse phone numbers, verify users and accept payments by mobile.

With its range of products, ‘Send’, ‘Numbers’, ‘Verify’, ‘Analyse’ and ‘Pay’, MessageCloud delivers tools that maximise mobile marketing; from virtual numbers to payment systems for carrier billing. And with more than a decade of delivering messages for diverse markets around the globe, it is a service on which you can rely.