While it can be easy to dismiss email as outdated and not worth the time, a new study shows that a reply time on a text message is seven times faster than on an email. True enough, text-based customer service is growing in popularity. In customer service, authentic two-way communication is critical. Small businesses should embrace this method because they have the bandwidth to accommodate a diverse consumer base. Read on to learn more about the pros and cons of text-based customer service.
Convenience
In an age where nearly 90% of all adults own a cell phone, providing text-based customer support can be a tremendous benefit. Since customers are always on the go, texting is a convenient way to share problems and get information. A customer service agent can respond to ten text messages in less time than it takes to answer ten phone calls. It is also a cost-effective option for small businesses, which may not have the budget for other forms of customer support.
Adding texting to local customer service can benefit businesses in many ways. For example, 65% of consumers say it is convenient to purchase products or services from a local business. In addition, 40% of consumers said that they would prefer a local business that offers text services to those in their area. And, more of them said it made shopping at a local business easier. As a result, businesses are reaping the rewards.
Regulations
As a marketing tool, SMS can help your business grow by reaching your customers on their preferred platform. Since 97% of American adults own a smartphone, you can reach out to your customers directly through SMS. With the rise of messaging apps, such as Facebook Messenger and WhatsApp, you can easily reach your customers. By offering a customer service option that allows text messaging, you can convert these customers into lifelong brand advocates.
To ensure the safety of your subscribers, you need to comply with the applicable laws regarding text messaging. First, you must ask for their permission. SMS messages are regulated differently than other forms of text messaging. In most cases, marketers must obtain written consent from customers before sending marketing messages. Second, you must not send marketing messages to people who haven’t purchased from you in the past three months. If you are sending marketing text messages to current customers, make sure to obtain their consent.
Effectiveness
A survey shows that most consumers prefer calling companies for customer service instead of using the internet. In addition to the phone, consumers prefer texting to communicate with service representatives because it provides instant two-way communication. Text messaging also allows consumers to reach customer service representatives faster and get answers more quickly. Moreover, many consumers are increasingly mobile, with over 97% of U.S. adults owning a cell phone. So, why not try text-based customer service?
Moreover, customers like texting because it’s a convenient and unobtrusive way to communicate with a company representative. Additionally, agents can use powerful tools to avoid typing the same answer over again. As a result, customers receive consistent and well-articulated replies. And, the ability to respond to questions immediately is a great way to build rapport with customers and increase customer retention.
Cost
Aside from being convenient and unobtrusive, customer text messaging is cost-effective. A typical customer service phone call costs $16, while the average text thread costs between $1 and $5 per interaction. This way, your business can divert high-volume calls to more effective ways of serving your customers. And because texts are less formal than phone conversations, they can be exchanged more quickly and easily. This is a great way to build loyalty among customers and keep them coming back.
One of the greatest advantages of using text messaging for customer service is that it doesn’t require a lot of time or ideal conditions to be effective. Since text messaging is a common way of communication these days, nearly everyone uses it. Text support can be trained in less than a day. And because customers expect this type of service, it’s ethical to give them the option to opt out at any time. However, many businesses aren’t aware of the benefits of using this method for customer support.