SMS service has grown to be more than just a personal means of communication in the recent years. It's now also a proven tool to boost many aspects of businesses in various industries. Customer service is one good example. With proper design and execution, text messages provide better ways of doing after-sales service, loyalty programs, and keeping track of your customers. Here are some of the ways you can maximize relationships with customers by using SMS.
Know more information about your customers - One of the basic principles you need to remember in customer service is that knowing more about your customers helps make your business grow more. You need to get information about customers, especially their expectations, preferences, needs, and wants. You can use text messaging by sending out short, interesting questions in the form of a fun contest or a professional research.
It's even worse if you have a complaint. Trying to find someone the store or company that cares is almost too much for any one person. I'm even willing to bet that some of us would probably rather walk 3 miles in the snow, barefoot, than to have to fight with a company over an issue.
And with today's rapid spread of knowledge about different products, other customers' feedback, and other relevant information through the Internet, existing and potential customers are more demanding. Again, through a simple research questionnaire or an attractive campaign via SMS service, you can ask a question or two about how you can satisfy your customers further.
Send "customized" invitations and promotions - If you're able to gather information about your customers, you'll be able to create SMS announcements and even SMS-based promotions that will seem to speak personally to your customers. For example, you can send through SMS an announcement of a special sale on children's merchandise to all your customers who have kids.
Many businesses do not consider a downturn in business until it is too late. In a competitive environment early plans need to be made so that the consumer is always considered first. This can be done through regular reviews of systems and training programmes to look for ways existing processes can be improved.
By understanding what customer service means and how it impacts on turnover and bottom-line, businesses will not only enhance their reputation for providing quality service but be in a position to improve stale and tired internal services that will lead to increased customer loyalty and over time profit margins.
Know more information about your customers - One of the basic principles you need to remember in customer service is that knowing more about your customers helps make your business grow more. You need to get information about customers, especially their expectations, preferences, needs, and wants. You can use text messaging by sending out short, interesting questions in the form of a fun contest or a professional research.
It's even worse if you have a complaint. Trying to find someone the store or company that cares is almost too much for any one person. I'm even willing to bet that some of us would probably rather walk 3 miles in the snow, barefoot, than to have to fight with a company over an issue.
And with today's rapid spread of knowledge about different products, other customers' feedback, and other relevant information through the Internet, existing and potential customers are more demanding. Again, through a simple research questionnaire or an attractive campaign via SMS service, you can ask a question or two about how you can satisfy your customers further.
Send "customized" invitations and promotions - If you're able to gather information about your customers, you'll be able to create SMS announcements and even SMS-based promotions that will seem to speak personally to your customers. For example, you can send through SMS an announcement of a special sale on children's merchandise to all your customers who have kids.
Many businesses do not consider a downturn in business until it is too late. In a competitive environment early plans need to be made so that the consumer is always considered first. This can be done through regular reviews of systems and training programmes to look for ways existing processes can be improved.
By understanding what customer service means and how it impacts on turnover and bottom-line, businesses will not only enhance their reputation for providing quality service but be in a position to improve stale and tired internal services that will lead to increased customer loyalty and over time profit margins.
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