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3 Reasons to Use SMS in the Customer Experience

In a recent article, Mariia Aleksandrova discusses why it’s important for companies to serve their customers on mobile platforms. Highlighted are several reasons that include amount of time people spend on mobile devices and the amount of revenue generated from mobile applications. The article also elaborates on the following seven ways to optimize the customer experience for mobile devices:

  • Focus on accessibility
  • Personalize
  • Innovate
  • Mind the details
  • Tailor your content accordingly
  • Simplify
  • Provide all-round support

3 Reasons to Use SMS in the Customer Experience

We’re in an age where a majority of people use cell phones in their daily lives for nearly all methods of communication, research, and shopping. Ignoring the significance of SMS/texting as a viable customer experience channel is foolish and could lead to companies losing out on growing demographics that keep up with the latest trends. The following are three reasons companies should use texting in their customer experience:

1) Broader Reach

Generation Z and many younger people of the Millennial generation are more likely to contact a company through texting than through traditional telephone calls. If a customer knows they can just text a company, they’ll be more willing to reach out if they have questions or issues, which expands a company’s reach. Many people aren’t interested in calling and waiting on hold, and ignoring this group could alienate them as the demographic grows.

2) Contact Center Efficiency

Texting can eliminate the need for many customers to call a company, which means potentially lower call volumes. If call volumes are lower, agents will have more time to focus on the calls that do come into the queue and could potentially provide more efficient and satisfying customer experiences.

3) Improved Customer Loyalty

Texting can personalize the customer experience. The more comfortable and personable a company is towards its customers, the more likely the customers will be to show loyalty. Competitors find ways to keep up with prices and services, but not everyone is willing to put in the extra effort to make their customers happy. If your competitors aren’t using SMS services, think of it as giving yourself a competitive advantage that will make you more appealing to potential customers.

This blog post is based on an article from CustomerThink. To read the original article, please click the following link: Customer Experience Trends: 7 Ways to Make Your Mobile Customers Happy – Mariia Aleksandrova

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