Self-service is currently one of the hottest trends occurring in enterprise communications. According to Forrester, for instance, in 2014 76 percent of customers used self-service options.
Of all of the self-service tools that are available, including voice and Web-based solutions, SMS is one of the most convenient and affordable in which your business can invest.
Here are three customer interactions that could be better served using SMS:
Account inquiries: Customers should not have to wait on hold for several minutes or navigate through a confusing Web console to access basic information about their accounts. Using SMS, customers can simply enter their credentials and be given information related to billing, purchasing histories or other useful summaries.
Shipment notification: Nobody likes having to continuously check a Web browser or call customer service to find out if products have shipped. Your business can solve this problem by sending a text message detailing the time and date of shipping, as well as the ETA of the product.
Complaints: If your customer is already frustrated enough to complain to your customer service department about an issue he or she is having, don’t make it hard to communicate frustration. The customer should be able to send a complaint to your standard business telephone number and receive a response thanking for their message. Then, a representative should contact the customer after for a personalized follow-up.
The possibilities are numerous as to how your business can use SMS to communicate with its customers. SMS communication is quick and convenient, and can be obtained without having to part with a massive capital expenditure.
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