Good customer service is often praised as the secret to establishing and maintaining positive relationships between companies and their customers. But, what is the definition of good customer service? Since the system you employ to ensure a positive customer experience can always be improved, and will evolve with technological advances, it seems the quest for the best possible customer service might not ever be complete. Wondering how to improve customer service? We’ve broken down some valuable customer service ideas to help you get started—including ways to improve customer service with text messaging. What is the definition of good customer service? Good customer service will not only satisfy your existing customers but entice others to check out your business due to your positive reviews and reputation. Improving your customer service is impossible without knowing what good customer service means to you and your business. When it comes to customer service, the difference between acceptable and outstanding can be measured by customer satisfaction and is ultimately reflected in your revenue. ways to improve customer service using text messages in 2022 Looking for customer service ideas but unsure of how to implement changes in your business? Here’s what you can start doing right now to improve customer service to kickstart the process of integrating text messaging into your company customer service model.
Reach a larger audience
According to a government study on text messaging, texts are under-utilized by companies despite over 2 trillion texts a year being sent in the United States alone. From health systems to department stores to restaurants, text messaging can be a valuable platform when it comes to communicating with your company’s audience. Accessibility is key to positive customer service experiences. Leveraging a mass texting service could be the best way to maximize your company’s customer service resources, as you’ll have the capability to reach more people with important messages via text than you would by email or phone call. Text messaging allows you to communicate directly with customers to provide shipping updates or troubleshoot issues. It also allows you to text many clients at once to let them know immediately of any product updates or changes they need to be aware of.
It’s no secret that customers love to feel like they’re getting special treatment. When you build a text list, you’ll be able to offer exclusive deals to your contacts. These services includes reaching out to loyal customers to acknowledge and reward their continued loyalty. By building a list of phone numbers which have opted into text message communication with your company, you’ll have the unique opportunity to offer this list special discounts and “VIP” treatment. Keep customers happy by using text messaging to reward their participation in your text list. Make sure you’re offering valuable discounts when reaching out to consumers via text. If you communicate too much with information that they don’t find useful, they might opt out of your text list—not to mention associating your company with spam messaging. Consider the offers you’re sending to your contacts, and whether or not they’re truly worth their time.
Automated texts to improve efficiencies
Text message-based customer service solutions are a cornerstone of SMS marketing and can answer general questions that human customer service reps would otherwise have to spend time addressing. This helps you maximize your team’s resources. Deploy employees in situations where questions are nuanced and emotions are heightened, but let an automated workflow do the heavy lifting until that point. Agents often spend their time answering general questions which could be answered by an automated text. It’s time to reverse that trend. Our advanced automation solution can detect chat sentiment to deliver appropriate automated responses or flag a chat for follow up by a customer service specialist. Plus, our business texting features allow users to schedule, trigger and drip text messages to provide good service to customers over time or as prompted. With this service you can automate a response to trigger questions, among other useful features.