Are your customers having the best possible SMS experience?

Posted by Natalie Davis on Mon, Oct 21, 2013 @ 09:10 AM

We all want to save time by using our mobile phones and texting allows us to do just that. Texting your family and friends is common but not very many of us have been able to use SMS as a way to get better customer service or to engage with the brands we love.

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Some companies use one-way or interactive texting to connect with their customers by sending automated messages but what happens when customers respond to a one-way text? What happens when a customer’s needs aren’t met by an automated conversation? When these problems arise, customers either aren’t responded to or they’re directed to contact someone for support, usually by calling in, using a Web chat or sending an email.

This isn’t just a problem for customers; this is a problem for companies as well. When customers are prompted to call a support number when they fall out of SMS automation, they’re using a communication channel that isn’t always preferred and this leads to unhappy customers. Companies also have to support their customers at a higher cost, due to agent resources and IVR phone minutes.

By allowing customers to use a preferred communication channel to meet their customer service needs, companies are making it convenient for customers to contact them and they’re creating an enjoyable customer experience.

West Notifications Group’s cutting-edge product, SMS Assistant, allows customers to have real conversations with customer service agents. SMS Assistant creates an engaging, convenient customer experience while cutting down on call center costs. This not only improves the efficiency of a call center but improves customers’ lives by allowing them to engage with the brands they love on their time.

SMS Assistant is an easy to use tool on a preferred channel that allows customers to have the best possible SMS experience with a company and customers are more likely to have their needs met because they’re having a personalized conversation, without using automated software.

SMS Assistant is a great tool, not only for customers but companies too. SMS Assistant allows agents to have multiple customer conversations at a time, which leads to lower costs and lower wait times. This product also seamlessly pulls messages into SMS Assistant when they fall out of SMS automation.

SMS Assistant provides customers with the service they desire on their channel of choice. It can also revolutionize the SMS experience businesses offer their customers.

To learn more about SMS Assistant, click here or give us a call at 877-369-1858. 

Tags: Engagement Opportunities, SMS, Convenient, Customer Satisfaction, Conversations

What kind of imprint are your customer communications making?

Posted by Natalie Davis on Thu, Jul 18, 2013 @ 13:07 PM

 Are you providing your customers with the communications they want on the devices they use the most? Do your customers find your communications useful C  Users nkdavis Desktop Capture resized 600and convenient?

Over the last few years we have seen a noticeable shift from channels like direct mail and voice to email and the stratospheric leap, to Short Messaging Service (also known as SMS or Text Messaging).  Because more consumers are looking for ways to use their mobile devices to save time, money and enrich their experiences, the world is constantly trying to keep up.

SMS is sometimes thought of as a channel for younger generations only, but recent numbers show that all generations are adopting SMS and incorporating SMS as a communication channel in their lives. Seventy two percent of people ages 50-64 use SMS. Younger generations are using SMS at an even higher rate of 97 percent, of people ages 18-29.

When it comes to adopting a SMS communication strategy, companies have options.

Today’s SMS menu

  • One-way text messaging: Sending text messages to a mobile phone but not receiving messages back
  • Interactive text messaging (ISMS): Sending text messages to customers and allowing them to respond
  • SMS Assistant: Letting customers interact with customer service representatives in real-time through SMS

Mobile phone use is growing and has reached approximately 70 percent worldwide. Email and voice channels are still used but aren’t always as effective. Even when using a mobile device, email communications can sit in an inbox for days and sometimes go straight into the spam folder. Voice communications aren’t always as effective as SMS because many customers don’t answer phone calls from numbers they don’t know, especially 800 numbers. SMS has proved to be effective because customers always have their mobile devices at their fingertips. Ninety seven percent of customers open SMS messages and 83 percent read them within three minutes.

SMS is often preferred because it’s easy for many customers to use and it’s convenient. SMS, when done in a compliant manner and when adhering to best practices, can benefit companies because it’s easy for customers to engage with them. If you have the option to provide an enriched experience and increase customer loyalty through SMS, why wouldn’t you?

Tags: Communication Strategy, Engagement Opportunities, Customer Service, SMS, Customer Satisfaction

Did you know that sometimes customers text back?

Posted by Christina Kudym on Thu, May 16, 2013 @ 10:05 AM

 Are your customers’ voices really being heard? In this post we will reveal hidden and missed engagement opportunities that may be impacting your business.

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Why two-way SMS use is on the rise for retail

Engaging and having meaningful conversations with customers is a top priority for several industries. Consumers now expect brand interaction for a better experience. If you had a chance to have a conversation with your customers to improve their customer experience and increase engagement, wouldn’t you take it?

FYI your SMS notification could be a conversation starter…

Many businesses, including those in the healthcare industry, utilize SMS text to communicate, alert, notify or engage with their customers as part of a multi-channel communication strategy. This was also the case with the large retail pharmacy chain, with whom we recently spoke and did a study on. Many pharmacies use this affordable and effective channel for one-way messages for healthcare alerts, refill reminders and benefit updates; never intending for an engagement opportunity to result.

Because these SMS messages are only going one-way, many pharmacies aren’t listening to the responses that actually come from their customers. This gap in the pharmacy to customer communication loop can result in detrimental effects on wellness plans and a successful pharmacy.

Key reasons a breakdown in communication can be detrimental

Ignoring these customer engagements creates a poor experience and bad reviews for you

When customers respond to a one-way SMS text, they believe their message is being read and appropriately responded to. Through our research we were able to identify some examples of what happens when your customers believe they are in a two-way conversation with your company and the critical engagement opportunities lost.

Replies of real responses when customers didn’t realize they weren’t participating in a two-way conversation

  • Driving, I’ll get back to you when I can safely reply.
  • Seriously??...you guys are great!!...see u soon…how late r u open till?
  • Stop my order until further notice. Will advise later in the week.
  • You have the wrong #!

 Why you should care

What opportunities and critical information are you missing out on by not being able to see the entire communication loop when using SMS? When you don’t know what your customers want or what they are saying, how can you better serve them?

How to take advantage of missed engagement opportunities

By integrating two-way SMS and effective business rules into your communication strategy, you can increase customers overall satisfaction through meaningful conversations.

Engaging with your customers isn’t just beneficial for the healthcare industry, it relates to many verticals. Whether a customer replies about their oil change appointment or prescription order, listening to your customers will always be a foundation for a successful business.  If you let your customers know they’re being listened to, you’re connecting your customers with your brand, and building a longstanding relationship.

                                             

Tags: Engagement Opportunities, SMS