More than 85% of the global population owns a smartphone, and 45% use it at least once a day
to shop online, which means businesses need to develop fast and “on-the-go” communication
with E-commerce users. The rise of SMS and text-based messaging apps such as Facebook,
Instagram, Whatsapp, and Telegram in recent decades has enabled customers to connect with
businesses quickly for enhanced customer service.
SMS chat and messaging apps are highly effective and cost-efficient for businesses to
communicate with customers, resolve support issues, answer queries on the spot, and generate
more sales and conversions.
Let’s explore some of the best practices and benefits of using text Message-based customer
services and how they can help boost your business.
What is a Text or Message-based Customer service?
Text or message-based customer service refers to the support provided by a company to
customers through SMS chat or third-party messaging apps. It is entirely virtual and requires no
verbal interaction.
As a popular and preferred mode of communication, 61% of E-commerce customers prefer
two-way texting for customer service and support. It stands out in digital marketing because it
allows agents or support representatives to deal with multiple clients simultaneously without
delay, hence providing an easy, one-stop solution to customers without switching to different
platforms
Best Practices For Boosting Customer Service With SMS
Chat and Messaging Apps
As you start offering text-based customer support in your business, use some of the following
best practices to maximize the effectiveness of your workflow and achieve better results.
1. Establish a Text-First Customer Service
Customers do not need to get on long, frustrating calls or wait for email responses for general
queries and issues that can be resolved quickly. Establishing a simple and speedy text-based
customer support system provides accurate information in a streamlined way, leading to happier
and more satisfied customers.
A great way to do this is to set your “Contact Us” or “Info” page in a way that SMS chat and
messaging apps become your first line of communication. You can always move to email or
phone conversations if the customer needs more in-depth information or technical assistance.
Pro Tip: Always remember speed is an essential factor in sending instant messages. First
Response Time (FRT) is a crucial aspect of customer service. Keep track of your response time
to the customer for a consistent performance evaluation.
2. Create A System To Prioritize Queries
Once the customer service messages start coming in, consider how you will handle them. It’s
better to get a system to tackle a high volume of messages efficiently.
You can start by prioritizing:
● Customers with an urgent or serious query: A customer reporting a fraudulent
purchase with their debit card or someone reporting a stolen or misplaced order needs
immediate attention on a priority basis.
● Customers with long waiting times: These customers may grow impatient, give
negative feedback, or not work with your business. Segmenting customers based on
urgency is a sensible approach.
● Loyal and VIP Customer: Old and loyal customers who have been doing business for a
long time should be provided with the utmost support and satisfaction.
3. Train Your Customer Service Agents
Your customer support agents must have a good grasp of SMS and messaging apps as a
regular everyday mode of interaction. Train them on using these channels professionally for
digital marketing and business development. Here are some simple steps to effectively train
your staff:
● Every message your staff sends must create a positive impression of your brand.
Business communication should be clear and concise in a friendly tone, avoiding jargon
and emoticons.
● Even in written communication, active listening is essential. Agents should thoroughly
read a customer’s message and understand their needs before responding.
● Customer support staff should be well-equipped with a comprehensive list of FAQs and
their responses.
4. Integrate Automation With Human Support
One thing that makes text-based customer support more cost-efficient than other service
options is automation. There is a huge scope of AI-driven chatbots and automation services to
streamline your workflow. Set automated replies to repetitive queries instead of manually
responding to every customer to save time. Creating auto-responses and ready-to-send text
templates provides prompt customer services without getting agents involved in everything.
Try to create a balance of human and AI workforce. Text-based customer service is a
meaningful and personalized form of interaction, and sometimes, customers may want to
discuss certain queries with one of your support staff.
5. Choose A Reliable Platform
It’s essential to work with a professional and reliable service platform to create an effective
customer support system. With numerous options available, choose the SMS customer service
provider that has the right features, which makes it easy for you to promote your business and
collaborate with other platforms such as:
● Two-way SMS chat
● Scheduled text messages
● Send text online
● Automation and AI support
● Integration with other messaging apps such as Facebook, Whatsapp, Instagram, Line,
etc.
6. Use It For Reminders, Feedbacks and Follow Ups
Use SMS and messaging support to boost customer interactions into meaningful relationships
by showing that you genuinely care about them. Let’s say:
● A bakeshop and cafe cares about their customers by reaching out when they haven’t
visited in a while. They offer a discount to show that they miss their regular clients.
Customers love to respond to these types of messages.
● Send reminder messages to your busy customers for a doctor, salon, or other important
appointments they may forget.
● Collect quick feedback reviews with the help of SMS to know about the customer’s
overall experience with your brand. This will help you identify your areas of improvement.
Benefits of SMS and Text-Based Customer Services
SMS chat and messaging apps are easily accessible and convenient communication channels,
best for customer service:
1. Cost Effective
An average customer service call lasts for about six to seven minutes, whereas a service agent
could respond to multiple messages during this time. This is a cost-effective method for new
organizations struggling with labor and equipment costs.
2. Flexibility
Text messaging and app-based communication is highly flexible. Unlike phone conversations,
the support staff can share relevant links, photos and PDFs to speed up the service.
3. Team Productivity
Customer services through messaging considerably reduce the call volume, and support staff
can handle multiple queries simultaneously, reducing work stress and increasing productivity.
Conclusion
If you are looking for a reliable Text-based services provider to enhance your customer support
that integrates with other messaging apps, try Text4Biz. We provide holistic text marketing
solutions so you can connect with millions of clients through a single platform.
Text4Biz enables your team to send two-way and scheduled text messages, utilize automation
and chatbots, and send tailored content to specific numbers. You can also enjoy the freedom to
merge your text-based customer services with other digital marketing fronts easily.
