The customer is the blood of every business: you bleed a business of its customers, you bleed it of life. Hence, quality customer experience is the heartbeat that keeps customers flowing to your business, and it is your duty to ensure that their experience with your business remains healthy else your business may suffer a fatal heart attack one day. That’s the truth.
We all appreciate service providers who go out of their way to ensure we have a nice time with their entire service delivery process, and we subconsciously develop a relationship with them that is not easy to break. All serious businesses crave this sort of relationship, and it takes just a single SMS to establish the connection that would sooner than later evolve into one. A series of single, thoughtful SMS messages makes an interaction, and it is this interaction that influences customers to develop loyalty for your brand. Many businesses understand this, and have taken the time to perfect it.
Now let us explore ways in which businesses are improving customer experience with just a single sms message:
This sort of real-time confirmation update from businesses remains a thoughtful way to deliver great customer service and reduce inbound enquiries from customers concerning the status of their transaction.
PROGRESS TEXTS AND DELIVERY TEXTS
When customers receive texts like these, they feel valued. Market-savvy businesses understand this and utilize this sort of message to keep their customers from guessing what is happening to a pending transaction, or whether the transaction has been completed. And that is excellent customer service.
Updates like this keep customers in the know with respect to the latest promotional offers or deals, and it never goes unappreciated. This is similar to making your customers privy to privileged information, and one of its direct effects is a camaraderie-like feeling that reinforces their loyalty to the brand or business.
REMINDERS AND FEEDBACKS
Smart businesses are using a single SMS to request for and receive feedback, which they would analyze to improve their customer service. That in itself is good customer service. Also, customers are always grateful to businesses thoughtful enough to text a remainder concerning an important appointment or pending transaction. We are all very busy people, and we always appreciate it when businesses we patronize help us stay organized.
WELCOMES/THANK YOU NOTES/BIRHTDAY WISHES/FESTIVE SEASON COMPLIMENTS
This category may be coming in last but it’s definitely not the least. Messages in this category are more personal than the rest, and always create a lasting impression. You must have received more than one of these at one time or the other from your financial institution, favourite retail store or other service provider, just take a simple stroll down your memory lane. How did they make you feel?
The loyalty that can spring from such customer service experience usually runs deep: good luck trying to woo such a customer away from that business/service provider.