In an ideal world, you’ll have regular face-to-face contact with your customers. When you have thousands to talk to, it’s a challenge to keep the personal touch. So if you can’t have quality, at least you can have quantity, right? Which is why many customer success managers turn to sending messages in bulk.
If you consider the sky-high open rates of bulk SMS messages – it’s clear that it sits head and shoulders above other comms. According to Techipedia, 98% of SMS messages sent are opened, and 83% of them are opened within 3 minutes. SMS is instant, reliable and cost-effective. It works on any handset, anywhere in the world. It’s one of the oldest and best-loved modes of communication around – in technology years, 20+ years is as old as the hills!
Let’s look at 5 reasons why SMS is the perfect tool to drive customer engagement in your business:
1. Instant feedback
SMS is more instant than email and less intrusive than a phone call. Smart brands use bulk SMS to ask a customer to rate a service or give feedback immediately after an interaction. A two-way rating service can ask a customer how their experience was as soon as they leave a store.
Benefit to your business: Valuable input to turbo-charge your NPS scores.
Once you’ve demonstrated that you appreciate their feedback, reward customer loyalty with tailored promotions. Subscribed customers can be the first to know about sales happening or new branches opening. Boost sales even further by sending coupons straight to their phones.
Benefit to your business: Increased sales and improved customer loyalty.
Customers are drawn to brands that respect their time. For example, it has become almost standard practice for e-commerce businesses to use well-timed SMS alerts to keep customers in the loop on their order and delivery status. Personalized by name and order number, these bulk SMS messages provide a unique tracking link for real-time information. Customers are able to choose a suitable delivery time via two way SMS. Airlines save their customers time by notifying them of gate changes or delayed flights.
Benefit to your business: Reduced call center costs, increased customer happiness.
Identify your best shoppers and integrate SMS marketing with your CRM campaign. You only need a customer to opt in for mobile marketing to be able to tailor communications to their shopping behavior. Using location-based marketing, you can message a customer when they are near your store to invite them in for a time-specific offer. Bulk SMS works on any handset, on any network, in any language, in almost any country in the world.
Benefit to your business: Targeted communications, less marketing waste.
Finally, SMS messaging is a great self-service customer care tool. It saves customers from picking up the phone, having to sit through a menu of endless voice prompts. For example, satellite V provider DSTV provides customers with various SMS options to reset errors, find their nearest installer and more.
Reduced customer care costs, less service queries. So to sum up: the ubiquity and platform independence of SMS make it one of the most practical, effective and affordable channels for talking to customers. And even though SMS messages are sent en masse, they can be incredibly personalized.
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