Our Tips and Best Practices for Providing SMS Customer Support

Our Tips and Best Practices for Providing SMS Customer Support

It is a well-known fact that SMS is the most cost-effective and user-friendly method of communicating with customers. Innovative SMS support can assist you in improving your service and, as a result, growing your business. 

SMS customer service refers to any assistance provided by a company to a customer via text messaging. It is entirely virtual and does not require any face-to-face interaction or verbal conversation. Furthermore, SMS as a customer support tool is not only cost-effective, but it's also a great method to increase productivity. 

Here are our tips and best practices for providing customer support via SMS.

Quick responses

In most cases, customers choose SMS communications for convenience and quick response rates. The last thing you want is to take too long to answer, resulting in a dissatisfied client. To avoid this issue, ensure that your company's SMS customer support is working without any errors. The faster you answer your customers, the more probable it is that they will work with you again. A delay in response, particularly if a customer is experiencing an issue, can at least damage your company's reputation. By choosing Nectar SMS you’ll never face delay issues - all your text messages will be delivered to customers in time and you’ll receive answers right after your customer sends them to you. 

Mix automation with human input

Save your time by using different automation for messaging. Automation is one of the reasons texting is more convenient than other channels. For instance, you can set up an SMS auto-reply for incoming messages if you get them outside of business hours, so your customers may get an answer right away and feel cared for even if you're not in the office. Canned responses are another great way to answer quickly - all you need to do is write them in advance. However, don't do your customer support messaging completely automated. Remember that customers want an SMS service that is as individualized as a phone connection or a social media conversation. Text messaging is an extremely intimate method of communication, so it stands to reason that clients would expect the same experience they would have if they spoke personally with one of your support representatives.

Send reminders and follow up messages

As SMS support, you may send clients appointment reminders at the appropriate moment. With the aid of SMS Campaigns, this can be done in advance at any time, and the client can simply confirm with a one-letter or one-word response. Because your clients may be extremely busy, reminding them through text messages may be far more efficient than interrupting their life with a phone call or sending an email that may go unread.

One more thing, it’s easy to respond when customers ask you questions. All you have to do is to find a solution in an acceptable length of time. What's more difficult is demonstrating your concern by following up with them later.

Use emojis (but don’t overdo it)

Emojis may add a level of personality and vibrancy to your SMS messages, giving the impression that a customer is chatting with a real person rather than a computer. However, it is critical to determine which emoji style to use. Is it okay for your company to use more playful emojis, for example, or does an occasional use better complement your brand image? If your company's general content strategy emphasizes more serious content, make sure your emoji usage (or lack of them) is consistent with your branding. Alternatively, if you think that emojis can help you connect with your customers and increase engagement, make sure not to overuse them.

Promote your SMS Customer Support Service

Inform your customers that you provide SMS customer support on your website, in emails, and on social media platforms. Include information about your SMS customer support service in your social media bios. If you use a channel associated with a specific network for support messages, this makes a lot of sense.

Customer support service is an essential component of every company, whether global or local, and it must be of the greatest quality if a company is to be successful in the future. 

All the needed features for excellent SMS customer support you can find at Nectar SMS. If you have the right technology to improve your clients' customer service experience, make sure you use it correctly and with the right methods. 

Using the tips and practices above, you can efficiently start your SMS customer support service that will delight your customer base.