How SMS Campaigns Help With Customer Satisfaction

No matter your type of business, you have customers or clients. That’s just how it works, and since you interact with people, you need good ways to communicate with them. One of the most powerful tools in your arsenal is the short messaging service, aka texting, campaign. It can help with cold contacts, client retention, customer support, and even specialized processes like sending out SMS reminders.

If you learn more about SMS campaigns, you can leverage them to benefit your business.

SMS Campaign Basics

SMS is invaluable because of how people respond. SMS messages have by far the highest open rate of any communication with your customer or prospective customer: 98%. On top of that, SMS has a 45% response rate.

Great engagement for this kind of communication enables campaigns to reach wide audiences with powerful reactions.

Customer Support Benefits

More specifically, SMS campaigns offer a lot in terms of customer support. Text communication gives the customer a direct and reliable line of communication to work with you until issues are resolved. This makes it more effective than a phone call or IP chat, which can be disrupted, forcing the customer to wait in line and start again from scratch. On top of that, SMS communication is written, minimizing the risk of confusion or later disagreement.

SMS makes for better interactions on the customer side of things. Even if SMS communication is a little slower, the lack of disruption and empowerment to the client is often worth it. On top of that, SMS communication is convenient, as the consumer doesn’t need a special app or to sign into a website to resolve an issue. 

Two additional, specific aspects of SMS customer support merit a deeper discussion. 

Personalization and Customer Engagement

An SMS application programming interface makes it easy to manage and distribute text messages, but even so, you don’t have to sacrifice personalization, which can help with customer engagement. When communicating this way, you already have the customer’s name and phone number. You can use that information to personalize your messaging (even while using your SMS application programming interface) to improve the custom components of the interaction.

Whether this is for a marketing campaign or just customer service, personalization adds a touch that most customers appreciate. That’s especially true in the latter situation. The client can tell they aren’t just reading canned responses, which adds a human touch to the support interaction.

Proactive Communication and Issue Resolution

SMS campaigns also allow you to communicate and resolve issues proactively. If a known issue has arisen, you can send a simple text message with steps to resolve it.

If you’re in a direct, single-customer service interaction, you can use SMS messaging to see the service through to resolution. You can add plenty of SMS API services that expand on this. You can enable customers to schedule appointments via SMS. You can send out automated SMS reminders. Any type of message that seems convenient via text message is convenient; customers appreciate it when you steer into that.

Best Practices for SMS Campaigns

Regardless of the specific nature of your campaign, a handful of best practices can help you avoid common mistakes and extend the value you get from running the campaign:

  • Get consent: Consent is essential for regulatory reasons, so allow customers to opt into and out of campaigns at will.
  • Make unsubscribing easy: It seems counterintuitive, but a difficult unsubscribing process will create hostility that you don’t need.
  • Offer value early: Whatever the point of the message is, get to it quickly.
  • Time your messages: If you have a special offer, ensure the texts go out before it expires. 

Harnessing the Power of SMS

With the right SMS API, strategy, and additional tools, you can expand your business and make your customers happy with this powerful communication option. Providers like Mitto can help you with your SMS gateway and other technical aspects of the campaign.

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