Improving the customer’s experience is the goal of every business that offers services. The little improvements made along the way usually focus on physical interactions, such as a friendly greeting and creating a welcoming environment. It’s those little things that people truly appreciate.
But how do you improve their experience when they are not there? The answer is text messaging.
SMS Ideas for Businesses
SMS/text messaging does more than just complement your marketing. It expands the reach of your brand by taking customer engagement to another level. Every businesses should leverage the power of text messaging to engage customers and set themselves apart from the competition.
Here are 7 ways that SMS will help you connect with your customers.
1. Appointment Reminders
Sometimes people forget to put appointments on their calendars, and when they miss one, it becomes a major inconvenience for everyone involved. That’s why sending a gentle reminder helps customers plan their day. Texts are quick and easy to respond to, if necessary.
2. Confirmations
These are more important than reminders because customers have the opportunity to make changes or reschedule, if necessary. This helps with customers that frequently receive services on a weekly or monthly basis. Confirmations can also be sent out for placing someone on a waiting list.
3. Scheduling
Scheduling appointments through text gives customers more flexibility. They can be alerted to openings in the schedule due to cancellations, special hours of operation, or to increase traffic during downtimes.
4. Follow-Up
After a service has been completed, following up with customers prevents a bad experience from getting worse. It lets them know that their complete satisfaction matters. This is also a great time to listen to their opinions and see what improvements could have made their service better. Follow-up is as important as sending a confirmation.
5. Changes
Sometimes, unforeseen circumstances just happen, so letting customers know about it right away can avoid a negative experience. Customers need to be aware of any changes that may take place to their appointments or other aspects of the business that may affect them.
6. Updates
People appreciate getting updates, whether it’s alerting them to a new service or keeping them in the loop for special orders. Frequent updates manage customer expectations while reducing their anxiety.
7. Directions
Because most people have a smartphone, they can map out their destination by simply following a link via text or copying and pasting the address in an app. This is a great opportunity also to send traffic tips and any information that makes their trip easier.
Text Alerts Provide Superior Service
A text message has a higher chance of reaching customers in a timely manner. Plus, for most people, it’s more convenient than a phone call or email.
Missed appointments are missed opportunities and become a negative experience. That’s why services thrive on text alerts because they provide a superior customer experience by preventing negative impressions. By implementing these simple SMS ideas for businesses, you’ll offer a better experience to all of your customers.