SMS for Customer Support: Why It’s Easy for Both You and Your Customers

SMS for Customer Support: Why It’s Easy for Both You and Your Customers

Today’s digital world gives businesses and customers endless options for communication. Instead of using just traditional phone calls for customer service, your customers can easily reach you through social media, email, website chat, and text messaging. 

SMS customer support text messages are one of the best methods to communicate with your customers, bringing convenience and personalisation to the conversation.

Benefits of Using SMS as a Customer Support Channel

Using SMS messaging for customer support offers a range of benefits for both your business and your customers. Some of the top advantages of SMS for customer support include: 

  • Flexibility: Text messages provide additional ways for your customers to reach you.
  • Time-saving: This method provides an easy, productive way for customers to handle minor inquiries. Your customer service agents can also handle about eight text messages in the time it would take to make one customer service phone call.
  • Customer satisfaction: Instant gratification and no waiting equates to satisfied customers. If they can resolve issues quickly through a straightforward text message, all the better.
  • Works for all demographics: SMS text messages are familiar to customers of many age groups, from Gen Z to Baby Boomers.
  • Convenience: For the 81% of millennials who experience anxiety around phone calls, text messages are very appealing.

Customer experience is a major factor behind brand loyalty. SMS customer support improves the customer experience by providing ease and comfort. When you make customer support easy with texts, you give your customers more reasons to do business with your brand.

Why Customers Love SMS Messages

In addition to the many benefits of using SMS customer support to communicate with your customers, most customers appreciate the option of texting. Texting is informal and easygoing. It offers simple conversational support, making things easy and comfortable for them.

Texts are not as personal as being face-to-face but just as easy as texting a friend a question. SMS for customer service lets customers connect with you in a personalised yet convenient manner. 

You can deliver messages quickly, ensuring your customers’ needs and questions are met without wasting time. 

Texting can be a more personal way to communicate, offering the ease of speaking to another person (not a bot) and getting an answer in real-time. By leaning into this human connection, you bring greater value to the customer while demonstrating that your brand is here for them. Developing trust and reliability is a fantastic way to strengthen your brand’s appeal!

How to Use SMS Messages to Boost Customer Satisfaction

SMS messaging is all about supporting customer satisfaction. With the capabilities of modern messaging, you can use an array of media types to communicate and connect with customers. This is especially useful in marketing contexts, as SMS marketing can include videos, GIFs, and emojis to drive results and better convey your messages.

With rich messaging, you can include various forms of media to boost engagement and offer more detailed support to your customers. SMS text messages eliminate the often cold, indifferent feeling of customer support by offering more friendly, personalised service. 

Because SMS messages are customisable, you can help your customers accomplish certain actions or provide them with detailed info to help them understand products or sales more clearly.

Some ways you can use SMS text messages to enhance customer satisfaction include: 

  • Creating a personal dialogue with customers to let them know you are there for them if they have questions or concerns
  • Scheduling appointments and sending reminders
  • Providing info on products customers are interested in
  • Assisting with completing purchases
  • Offering information about products that relate to previous purchases
  • Sending exclusive discounts for signing up for texts
  • Making surveys and giving feedback easy

Sending and Receiving SMS Text Messages

Customer support is a factor your business shouldn’t ignore. Great customer support can mean the difference between customers who stay with your brand for the long term and those who make a single purchase and then go elsewhere for better service. 

Top-notch support is a major component of strong future-ready strategies, and SMS customer support allows you to stay abreast of the times. While offering phone calls and email as options for communication, SMS adds another aspect your customers may prefer.

Using SMS messaging to text customers and accept incoming messages from your customers allows for seamless communication. Strengthen your customer support options and provide an additional channel for customers to reach you. Whether to share feedback or to ask important questions, SMS customer support places your business in a position to be always available.

Customer Support: Meeting Your Customers Where They Are

Why meet your customers halfway when you can easily meet them where they are? SMS for customer support enables you to access customers where you know they’ll see it: their phones and inboxes. Consider it the ultimate form of customer service.

Customer Texting Is the Easiest Type of Support

Sending and receiving text messages through SMS customer support provides great ease for your business and your customer, allowing both parties the convenience of short and sweet messaging. You can resolve issues in minutes, and customers can send personalised messages with video or images to better demonstrate their challenges.

No phone calls or extended waiting on the line to speak to representatives. No miscommunication due to chatting with a bot that doesn’t understand your problems. No waiting for an email response that may take 24 hours to process.

Use SMS Customer Support to Boost Your Business Communications

Customer support through SMS gives your business a versatile, comfortable way to handle customer issues. It’s a service that benefits both you and your customers, delivering modern communication with a personal, human touch – a necessary aspect of customer satisfaction. Customers are too valuable to risk losing to mediocre service, so use SMS text customer support to connect with your customers and put their needs first.

Contact touchSMS today for more information on how our SMS services can elevate your business communication.