Small and medium-sized businesses can benefit from the power of SMS customer service. This is because these types of businesses can reach out to their customers through a variety of communication methods.
Unfortunately, many small and medium-sized businesses do not have the budget to provide effective marketing and customer service strategies. With the help of an affordable and simple-to-use text service, they can reach out to their customers without the need for a huge call center or AI-powered chatbot.
Online SMS Customer Service Offers Customers Convenience
Almost everyone uses a mobile messaging app at some point in the day. According to a study, Americans send over 26 billion messages a day using a simple text message. This is because the ease of sending a message using an online SMS service is one of the reasons why people use this type of communication method more than other platforms.
Instead of calling someone, many people prefer to send a quick message using an online or mobile messaging app. It only takes a few seconds for a recipient to respond to a message. This is why many consumers would like more companies to engage with them through this method.
Online SMS Customer Service Gets Customers Answers Quickly
It’s no secret that people are not very eager to call most businesses. Most companies place their customers on hold as they have to deal with long hold times. According to a 2013 Time Business report, many customers have to plan their calls in advance due to the long wait times.
According to a study conducted by marketing and sales software company HubSpot, over 30% of consumers are most likely to feel frustrated when they are put on hold. Another 60% stated that being on hold is the most annoying part of their customer service experience. The study also revealed that customers who experience poor service are more likely to switch their allegiances.
Unlike other communication methods, text messages are not only more affordable and easy to use, but they also provide a great on-demand solution for businesses. With the help of an SMS customer service solution, your company can reach out to its customers even if they are busy.
SMS is Less Invasive and Part of Daily Life
Despite the availability of various messaging apps on smartphones, texting is still the most commonly used form of nonverbal communication in the country. This is because mobile service providers offer free unlimited text messages.
Due to the lack of free messaging apps in the U.S., some of the most popular platforms, such as WeChat and WhatsApp, have gained popularity in other countries. However, in the U.S., people still prefer to send and receive text messages using the default app on their smartphones.
Due to the concerns about the privacy of users’ data, many Americans are more likely to avoid using messaging apps. Although some of the companies that own these services do not have the best records when it comes to protecting the data of their users, text messages are still considered to be secure. Also, unlike other forms of communication, text messages are not monitored by the recipient when they are online or offline.
Unlike other forms of communication, such as social media and messaging apps, text messages do not have to be followed by a specific obligation. They can also be used to send simple reminders or for complex communications. Because of this, texting is still more popular than email, phone calls, and private messaging. With the rise of texting, your company can no longer rely on convincing people to download and use messaging apps.
Despite the nature of text messages, they can still be made to feel personal. This is because customers still want to interact with a real human being instead of a chatbot. With the help of an SMS customer service solution, your company can reach out to its customers even if they are busy.
SMS Customer Service Can Be Fun and Fast
A study conducted by a company revealed that almost all of the people who receive a text message open it immediately. Also, about 90% of the messages are read within the first three minutes. This means that if your company sends a message, your customers are likely to respond. This makes an SMS customer service solution an ideal option for both marketing and customer service.
Due to the advancements in smartphones, text messages can now feature various rich media options. These include photos, videos, and links. This makes them an ideal option for marketing and customer service.