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5 Ways to Use Text Messaging in Business

by Lauren Salles, on Dec 18, 2018 9:20:40 AM

Let’s cut to the chase: you should be using text messaging in your business.

No matter your trade or service, including text messaging in your communication with customers can improve your customer experience.  

While there are many ways that text messaging can benefit your business, here are a few of the most significant:

1. Customer support

Most businesses handle customer support through phone or email. As you’ve probably experienced, this isn’t the most effective way to provide customer service.

In essence: you need to give customers an easy way to contact you with their questions and problems.  Otherwise, you’ll end up with frustrated customers and negative reviews. Or worse: you may never find out about customer questions and problems.  If you make it inconvenient for people to reach you, they probably won’t bother.  This hurts your business because there are likely others experiencing the same issues. How can you improve your product/service if you don’t know where you’re falling short?

Again, you want to make the customer’s experience great.  One way to do this is to give them a simple and efficient way to get their questions answered via text messaging.  How can you give them a great experience if they don’t want to contact you? Let them reach out through texting!

2. Make sales

Business texting can benefit sales organizations.  People are more likely to answer a text than a phone call from an unknown number. Most of us don't enjoy talking to salespeople, but we will almost always engage via messaging if given the option.

We know that texting is convenient.  We know that people are more likely to open their text messages than their emails.  So, why not send offers and coupons via text? This way, customers are informed and more likely to make a purchase.  If they never opened the email, they won’t know about the offer and definitely won’t make a purchase.

Want to go a step further?  Allow your customers to make purchases via text!  Again, you want to make things as easy as possible for your customer.  This improves their customer experience and increases the likelihood that they will buy from you!

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3. Surveys and follow-up

Texting can help you build relationships with your customers.  It’s informal, personal, and invites customers to connect via a new channel.

You can request feedback from your customers via post-service surveys and/or reviews for Yelp and Google.  In order to continue to grow and improve your business, it’s important to collect honest comments from your customers.  Text messaging provides the perfect platform for doing just that.

4. Appointment reminders

The benefits of appointment reminders are twofold.  One, they prevent you from having a “no show.” Two, they prevent the customer from paying a fee. It’s a win-win!

Appointment reminders via text are faster than a phone call and more urgent than an email.  Studies show that people prefer this form of notification.

While they may seem trivial, appointment reminders are another way to build trust with your customers, and (hopefully) convert them into loyal customers.

5. Announcements and updates

It’s not always feasible to inform a large group via phone call, and email is not timely enough.  Texting allows you to inform a large group quickly.

Did the studio loose power? Is an instructor too sick to teach class? Let customers know immediately by sending them a text.  That way, you don’t have to turn away angry customers at your door who didn’t receive the message.

 

And there you have it - 5 ways that you can use texting to benefit your business!

Can you think of any other ways that you could use business texting?

Let us know in the comments!

Topics:entrepreneurshipcustomer engagementtext messagingcustomer loyaltybusiness textingbusiness communicationcustomer experience

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