4 Most Important Steps To Keep In Mind When Handling SMS Customer Support

Short message service or popularly known as SMS has become one of the most fast growing customer service tools today used in business marketing nowadays. It is a fast method of reaching out to customers, cost effective and personal service driven. While there are advantages to this form of advertising, there also needs to be precise strategies executed in order for it to be effective. Here are some ways in which customer support can be rendered via mobile marketing

Getting permission

Sending out text messages in bulk through a SMS provider is more personal than emailing because these texts specifically go to the personal device that your customer will be carrying. Therefore, getting permission before you start sending mass texts is of absolute importance and is legally required. This would otherwise be rendered as a nuisance and breach of privacy hence each customer must approve your service by willingly subscribing to your service alerts.

Greeting customers

Mobile marketing etiquette is as important as any other form of marketing. Upon a new subscription by a customer, it would be customary to send a welcome greeting through text. Other forms of SMS such as through web SMS can also be used. Make sure to give them a brief orientation on the guidelines on how to use your customer support service. Some of the main points that can be included are the service features and options, cost of each text, list of important keywords, FAQ’s and instructions to unsubscribe if needed. Check this link http://www.smscentral.com.au/online-sms/online-sms-portal-features/ to find out more details regarding web SMS.

Concise messages

Most people prefer to text any concerns or problems of their product or service rather than call or email because most often they expect instant and immediate responses. Hence, when replying, make sure that your answers are clear and precise. Do not forget to be professional every time you communicate with your customers, using text speak is not recommended.

Important notifications and channel options

A SMS customer support not only helps customers reach out to you easily, but this is also a great way for you to reach out to them providing them vital information on various concerns they might have. Sending them important notifications such as shipping updates or suspicious membership activity alerts will show customers that you are making an effort to caring about their welfare. Moreover, giving your customers who have more complicated queries the option of multiple channel options will help the smooth flow of how the concerns are handled without much inconvenience to the customer. This can be done by texting the customer a brief text instruction including a link or number to a specific customer support representative.