SMS marketing is often an underused element of digital marketing. This is could be because businesses fear getting it wrong as well as being perceived as a service that bothers its customers. While this is a danger of poorly-run text messaging advertising campaigns, the relative absence of competitors suggests that well structured campaigns have more opportunities to work well. What’s more, far from bothering and frustrating customers, SMS tactics that are correctly executed can really enhance customer service and give consumers a much better experience with your company.
Among the best methods to improve customer care through the use of SMS is to employ this messaging system for updates and notices. Clients generally want to be told when their goods have been dispatched or when there has been an update in an ongoing procedure, so regular notifications of any kind are a real benefit. Text messages are among the most reliable and immediate ways in which a company can achieve this due to the fact that people always carry their phones with them and they will usually read the message as soon as it arrives.
The above point might make it seem like SMS and email are in competition with each other, however, combining both strategies does work really well. As talked about above, text or multimedia messages have the advantage when it comes to speed. Nevertheless, their limited length suggests that emails have a very unique benefit in regards to the amount of information that can quickly be conveyed. Emails offer greater versatility when it comes to showing off creative adverts with links. In order to get the very best of both worlds, you might wish to send emails and texts at the same time. An SMS message can offer a quick summary and refer the customer to the email which contains more information. The benefit for the business is that it is a better, more extensive way to reach customers. The consumer also benefits, getting prompt, immediate alerts and updates incorporated with the option of reading their emails at their own convenience.
Another great use for SMS advertising is to use them as reminders. These may look like just another notice, however there is a vital distinction. Alerts provide consumers with optional but nice-to-have updates on how a transaction is running. On the other hand, reminders can help ensure that the deal runs smoothly by prompting the consumers about any necessary steps in the procedure. This is typically used in the medicine to remind patients of appointments and to advise energy clients to submit meter readings. There are also prospective applications in a variety of other markets, such as reminding consumers that a signature will be required for a shipment. While this may seem like one area where consumers may feel that they are being pestered, the truth is that many of us can be a bit absent-minded. Consumers generally like being advised about this and they really appreciate it when a transaction goes well and nothing needs to be rearranged.
Special promotions or brand-new products is an area of SMS marketing in which the emphasis falls more on the advertising angle. The customer care element by contrast, is much smaller than when handling notifications or reminders. Additionally, this is possibly the one area in which businesses are actually in danger of being seen as sending nuisance texts. Nonetheless, it is still possible to arrange these campaigns so that they target the right audience. Often, the best technique is a highly customized one. Sending customers SMS messages about products much like ones they have purchased previously, consumable products they purchase frequently and other things you think they may want is the best route to take in order to prevent the impression of being a nuisance. This type of highly targeted marketing looks more like a authentic, helpful message to let them know about offers that might interest them.
Clients want to know that you care what they think and this is another area where SMS can be beneficial. Asking customers for their opinions on a current transaction is nothing ground breaking, however, few businesses make use of SMS for this purpose. Nevertheless, the highly individual nature of SMS can make the task of really finishing the survey much more attractive to clients. It will certainly convey the impression that you really appreciate feedback from your customers and as such, are more likely to try very hard to resolve any customer service issues.
There is no doubt that some customers will see any form of text messaging from business as a nuisance regardless of how well-intentioned they may be. The only solution to this problem is to make sure that clients know that they can opt out. Give them the option to choose whether they want to opt in or out. That way when people do receive text messages, they will not be viewed as junk.