SMS Marketing : Expectation vs Reality

4th Feb 2022
Tags: SMS automation, SMS Campaign, SMS Campaign Tool, SMS Marketing

Gone are the times of single-channel marketing. Instead, marketers currently have access to multiple contact points across numerous channels. And customers expect businesses to use all of them to supply the most effective expertise.

SMS marketing is often a good complement to social marketing, permitting you to achieve customers—and potential customers—in real-time with targeted and effective electronic messaging.

Let’s check out what SMS marketing is and the way you will be able to incorporate it into your marketing strategy.

SMS marketing is the practice of delivering promotional or transactional text messages for marketing objectives (SMS). These messages are mostly used to send time-sensitive offers, updates, and notifications to people who have agreed to receive them from your company.

Is SMS marketing effective?

Because of its high open rates of 98 per cent, high conversion rates, and capacity to enhance other channels, sending SMS online has become one of the most effective marketing tools.

How can Texting Assist You in Exceeding Customer Service Expectations?

When you checkout of a fancy hotel, the front desk agent asks you how your stay was and if everything was satisfactory. You probably didn't think much of it at the time.

Consider what would happen if the same hotel employee ignored you or took your room keys without saying anything. You might whine or, at the very least, make a mental point never to return to the hotel.

This simple customer service scenario teaches an important lesson: individuals enter a firm with a set of implicitly held ideas about how the experience should go.

It varies by industry, but no company is immune to it. If you own or operate a restaurant, you know how important it is to keep your customers happy.

Customers' expectations can make or break your company.

The Top Three Expectations for Customer Service

Until recently, there were only two main ways to contact a company: by phone or via fax—shock horror! Email, social networking platforms like Twitter and Facebook, online forms, live chat, and SMS are all options nowadays. Customers increasingly expect various qualities from customer service, besides a variety of channels to choose from.

Customers want you to be quick to respond, with 82 per cent expecting an immediate reaction from brands.

Customers expect their problems to be resolved as soon as possible. Because the problem was not resolved quickly enough, 80 per cent of customers switched to another brand.

Personalization is no longer a luxury item, as 63 per cent of buyers consider it to be standard.

Customers want prompt responses that provide unique solutions to their problems. Isn't that a reasonable request? Don't be concerned if the request overwhelms you. It's time for your knight in shining armour to arrive.

Let's look at how an SMS customer service platform can assist you in meeting the three customer service expectations.

1. Quick Reaction Time

SMS, as we recently discussed in an article about texting sales leads, can help you reduce response times. The explanation for this is simple: one individual can easily send out 20 messages in 20 minutes while making the same number of calls is difficult.

2. Rapid Resolving

90 per cent of SMS messages are opened within three minutes, and 45 per cent of text messages obtain a response. When it comes to SMS customer support, speed matters; the less time an agent has to wait for an answer, the faster they can address the problem.

3. Personalised Service

The ideal way to provide individualised customer support is through two-way SMS. It's a direct message sent to the consumer, with a live representative on the other end who can text them back.

Is it more intimate than a phone call, you might wonder? People are accustomed to forming relationships through their phone's messaging apps because most modern-day communication with family and friends occurs via text.

Using SMS to Meet Customer Expectations

Offering a channel that provides what customers want is critical for businesses of all sizes trying to enhance their customer service. Customers—and your team—will applaud you for everything from speedier response times to personalised service.

SMS marketing past and future

The way people use SMS has evolved tremendously over time. People began to "chat" rather than "message" because data-based apps allow them to exchange short and long messages immediately at no cost per message. SMSes became obsolete with the introduction of smartphones and apps, as businesses shifted to in-app alerts.

However, the reality is that SMS is both relevant and effective. Text messaging is still the most common way to communicate with anyone, anywhere at any time. When compared to other forms of communication, SMS has limited disadvantages for both organisations and customers. And this continues to be the condition today.

Conclusion

So, perhaps, today's piece has clarified the reality of SMS marketing in today's digital age in comparison to its expectations.

Helium CRM pledges to go above and above to help your company achieve its full potential. Apart from SMS, email marketing and reputation management, we provide a wide range of services to help you expand your business beyond any borders!

Visit our Website for more information.