Make SMS your new year’s resolution

SMS is quickly becoming a popular choice for brands worldwide to communicate with customers.

The reason is simple.?

If you need to deliver time-sensitive interactions, there’s no better channel than SMS.?

So when the clock strikes midnight on January 1st, start the New Year on a high note and give a toast to text.

This newsletter will explore:

• why email doesn’t always work
• how SMS can fit into your communication strategy?
• resources to help you craft the best SMS campaigns.?

So let’s jump right in.

Sam is angry and embarrassed that his friend's birthday present hasn't arrived even though he paid extra for next-day delivery.?

Now he’ll have to show up empty-handed.

Not a good scenario??

He dials your customer support phone number, has to wait on hold for 15 minutes then gives up and sends you an email, starting a process he knows will take days to resolve.

Now imagine this instead.

He texts ‘HELP’ to your dedicated number and gets an automated SMS saying you’ll call him in 30 minutes.?

Within the hour, a customer service rep calls him, locates three physical stores that stock the product nearby and gives a 10% discount.

Voila! You've turned a customer who would have been lost into a loyal one. All with a simple SMS.

Email is a part and parcel of customer communication.

But the question is, are you choosing email in the right situations?

True, there are times when email is the best channel. For example, when you’re onboarding a new customer or sending important documents like purchase receipts etc.?

But for lots of customer communication scenarios, email just isn’t the right channel – and SMS is a much better option for providing great customer experiences.

The rule of thumb is simple.

In moments and situations when communication is time-sensitive, SMS beats email.?

Because SMS has a high open rate, is read almost immediately, and can be actioned on the spot.

It might be to:

• Let the customer know about delivery information
• Confirm you’ve received a customer’s question
• Let the customer schedule an appointment
• Send reminders to customers

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You can probably think of a whole bunch more.

In short, use text messages to assist your customers when they need it and provide them with time-sensitive information.

1. Best Practices For Transactional SMS That Marketing Experts Swear By
2. 10 Ready-To-Use SMS Templates for Your Customer Support Team

That's all we have for you right now!?

See you next time.

Ciao,

The Newsletter Team at Telebu Communications