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SMS - Positive Customer Engagement

Published on 27 November 13
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We live in a busy world and in a world where we are often plagued with numerous communications trying to sell to us or collect our information. How often do we answer the phone to somebody wishing to check whether we've been mis-sold PPI insurance or other numerous sales calls. We cannot escape it on our e-mails either, with invites to customer satisfaction surveys aplenty or reminders from our banks every-time we log on. We also can't get away from it on our social media websites either, we're constantly being tweeted at or ploughing through adverts on Facebook. With so many messages coming through at the same time, it is no wonder they often go ignored. If you're trying to get information from your customers or trying to go the extra mile with your customer service, your message could be getting lost in amongst all the others. So, how do you get yourself noticed?

SMS
SMS messages pop up on our screen as they are picked up by our phone, we can't help but read them. Unlike e-mail, where we are bombarded with new information as we log-on, SMS messages drip through to us, making us much more likely to engage with them. We also can't ignore text messages in the same way that we could a phone-call from a telephone number we don't recognize. So, in essence, companies wishing to engage with customers in a positive way may struggle if they use the more traditional methods of communication because customers are tired and jaded from being hounded in this way. This means that positive and useful information may not be getting through and that customers may not be enjoying the benefit of companies who wish to delight with their customer service. SMS is the best way to reach out to customers, it is a way to communicate with them that can't be ignored.

What can SMS be used for?
There are numerous way that you can positively engage with your customers using SMS. Maybe you have a loyalty scheme, imagine how useful it would be for your customers to receive a periodic SMS from you reminding them of the balance of their loyalty points, it will not only potentially remind them to visit you more often, but will also show them that you care. Perhaps you could send SMS updates to customers who have ordered products from you to show them where they are in the delivery cycle. This maintains your customer's confidence that you will deliver and also can save on transport costs, as they will be more likely to be in the first time you attempt to deliver. You could send satisfaction surveys to your customers via SMS. Using this method allows you to send the request sooner after the service has been given, it not only shows the customer that you have their interests at heart but also allows for more relevant information to be passed back from your customers as it is given in real-time. What about sending appointment reminders out to customers, another way of showing them that you value their time and also a clever method to reduce non-attendance.

The possibilities are endless
When you engage with customers using SMS, you are telling them that you value them, that you don't want to pester them but that you want them to know that you care. You can demonstrate to them how excellent your service is, without the message being lost amongst all the others. It really is the marketing tool of the future.

Andy Morley from Nottingham in the UK has a keen interest in business and technology, he works for Esendex as part of their online team. If you would like to connect with Andy you may add him to a circle on Google+ or follow his tweets on Twitter.




We live in a busy world and in a world where we are often plagued with numerous communications trying to sell to us or collect our information. How often do we answer the phone to somebody wishing to check whether we've been mis-sold PPI insurance or other numerous sales calls. We cannot escape it on our e-mails either, with invites to customer satisfaction surveys aplenty or reminders from our banks every-time we log on. We also can't get away from it on our social media websites either, we're constantly being tweeted at or ploughing through adverts on Facebook. With so many messages coming through at the same time, it is no wonder they often go ignored. If you're trying to get information from your customers or trying to go the extra mile with your customer service, your message could be getting lost in amongst all the others. So, how do you get yourself noticed?

SMS

SMS messages pop up on our screen as they are picked up by our phone, we can't help but read them. Unlike e-mail, where we are bombarded with new information as we log-on, SMS messages drip through to us, making us much more likely to engage with them. We also can't ignore text messages in the same way that we could a phone-call from a telephone number we don't recognize. So, in essence, companies wishing to engage with customers in a positive way may struggle if they use the more traditional methods of communication because customers are tired and jaded from being hounded in this way. This means that positive and useful information may not be getting through and that customers may not be enjoying the benefit of companies who wish to delight with their customer service. SMS is the best way to reach out to customers, it is a way to communicate with them that can't be ignored.

What can SMS be used for?

There are numerous way that you can positively engage with your customers using SMS. Maybe you have a loyalty scheme, imagine how useful it would be for your customers to receive a periodic SMS from you reminding them of the balance of their loyalty points, it will not only potentially remind them to visit you more often, but will also show them that you care. Perhaps you could send SMS updates to customers who have ordered products from you to show them where they are in the delivery cycle. This maintains your customer's confidence that you will deliver and also can save on transport costs, as they will be more likely to be in the first time you attempt to deliver. You could send satisfaction surveys to your customers via SMS. Using this method allows you to send the request sooner after the service has been given, it not only shows the customer that you have their interests at heart but also allows for more relevant information to be passed back from your customers as it is given in real-time. What about sending appointment reminders out to customers, another way of showing them that you value their time and also a clever method to reduce non-attendance.

The possibilities are endless

When you engage with customers using SMS, you are telling them that you value them, that you don't want to pester them but that you want them to know that you care. You can demonstrate to them how excellent your service is, without the message being lost amongst all the others. It really is the marketing tool of the future.

Andy Morley from Nottingham in the UK has a keen interest in business and technology, he works for Esendex as part of their online team. If you would like to connect with Andy you may add him to a circle on Google+ or follow his tweets on Twitter.

This blog is listed under Telecommunications Community

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