Why use SMS for Customer Service

Very probably, your company communicates with customers across multiple channels. And each communication channel has its strengths. SMS stands out because it is highly effective for specific purposes. It excels for customer service because it’s:

Specific: it isn’t used for everything, making it ideal for important communications.

Ubiquous : If for any reason, your customers are traveling and their phones are not connected to internet, they will probably receive the message anyway.

Personal : SMS allows for personalized communication.

Furthermore, using SMS for customer support and service offers other advantages that can significantly enhance the customer experience and operational efficiency:

1. Instant Communication: SMS allows for immediate interaction with customers. Whether it’s resolving an issue, answering a query, or providing support, the speed of SMS ensures quick responses, leading to higher customer satisfaction.
2. High Read Rates: SMS messages have an exceptionally high open rate, often around 98%. This means your support messages are almost guaranteed to be seen, unlike emails which can be easily missed or ignored.
3. Efficiency: Handling customer support via SMS is efficient for both customers and support teams. It allows for multitasking, as agents can manage multiple conversations simultaneously, unlike voice calls that require full attention.
4. Documentation: SMS provides a written record of the interaction, which can be useful for both customers and businesses. Customers can refer back to previous messages for information, and businesses can use the history for training and quality assurance.
5. Reduced Wait Times: SMS can help reduce customer wait times. Instead of being on hold during a phone call, customers can send a message and continue with their day while waiting for a response, making the support process less frustrating.
6. Scalability: SMS support can easily scale to handle increasing volumes of customer interactions. Automated responses and chatbots can be integrated to handle common queries, freeing up human agents for more complex issues.
7. Cost-Effective: SMS is a cost-effective support channel. It reduces the need for extensive call center infrastructure and lowers the costs associated with handling customer queries compared to traditional phone support.
8. Customer Satisfaction: Overall, the speed, convenience, and efficiency of SMS support contribute to higher customer satisfaction. Happy customers are more likely to remain loyal and recommend your services to others.