The innate value of texting or conversational messaging for customer experience can’t be emphasized enough, but the power of the platform extends past building brand loyalty. In today’s hyper-connected world, customers expect to be able to communicate with businesses on the channels they use the most. Even on the best days for business, texting is now turning a bigger profit for customer-centric brands.
Ready to boost sales and increase customer retention? Check out our three use cases on how texting not only improves customer experience, but it’s a winning strategy for driving sales and business growth.
Get in the game with sports fans
Football season is in full force, and the start of basketball season isn’t far behind. Sports teams would be smart to use SMS in their mix of communication channels, complementing phone calls and email. The numbers say it all: SMS has a 98% read rate, putting your message directly in front of fans and giving them a convenient place to speak with sales representatives. And we mean all fans, not just millennials. AARP found that texting replaced email as the most used mode of communication for those ages 50-59.
Those numbers have only grown, making texting an ideal channel for reaching college and professional sports team fans of all ages. Utilize SMS for selling tickets, lead follow-up after a phone call and even for next season’s ticket renewal process—all via your fans’ favorite mode of communication. And since messaging platforms are another popular channel, texting platforms, like Teckst, can seamlessly integrate with Facebook Messenger for connecting with customers there too.
Make the application process easier
For some businesses such as financial services, where a long and thorough application process is common, customers often start their applications only to stall or simply abandon it all together. Despite representatives’ efforts to follow up via phone call and email, customers aren’t typically responsive on these mediums. By that time, it’s too little too late.
Instead, anticipate the problem and proactively facilitate the process. SMS is a great tool for helping customers navigate through these lengthy and exhaustive approvals. Case in point: student loan refinancing company Commonbond uses SMS to contact customers and not only engage them, but help them through the application process. It’s crucial to reach out before the customer has delved too far deep into the process, as they’re more likely to work through it if they know that help is just a text message away.
Close more sales with SMS shopping
There are some situations in which customers feel more valued when they speak to a customer representative. While phone calls provide the human interaction that AI and chatbots can’t, that same personalized feeling can come from texting.
Conversational messaging makes customers feel more connected to companies. Think of it this way: a text puts your brand in the same space with the customer’s friends and family members. Popping into a smartphone inbox feels natural and friendly, which provides businesses with a great opportunity for sales.
Texting works for increased retention, as you can make it easy for customers to renew their subscriptions or reorder a product by sending a simple message. Should a phone call be necessary at any point in the sales process, reps can schedule and confirm call appointments to eliminate hold times. The initial text conversation also shortens the call time, as half the work has already been done.
Texting is quickly becoming the preferred platform for customers to communicate with brands. On that note, keep in mind that crafting a positive customer experience is more than just dealing with issues quickly and kindly. Give your customers more via SMS, and your business will reap the benefits.