The increasing popularity of text messaging makes it easier than ever to get in contact with the customers that matter. As a preferred way to communicate, texting is effective because people keep their phones close to them throughout the day. But since texting customers is not like a phone call, you should follow these guidelines:
- It is a conversation—don’t be too formal.
- Be clear, open, and honest
- Keep your promises
- Be fair in your dealings with others
- Remember your legal obligations.
These guidelines should be shared with everyone that communicates directly with customers, whether they’re sending a bulk text or having a two way text chat with a single customer. They will help them maintain a professional conversation while engaging with customers in an authentic and trustworthy way.
How to Be Responsive
Customer service took a big step forward when two way text chats became another tool to engage with customers. But with fewer words to use, you need to get to the point quickly. Don’t rush the conversation or be pushy, just try to make it a pleasant experience. This advice also extends to setting up automated responses.
Here are some excellent ways to improve your responsiveness to customers:
1. Reply as Quickly as You Can
People are generally not very patient when it comes to waiting for a reply. When engaging in two-way text chats, the average time customers are willing to wait is 45 seconds. They want your attention, so you’re going to need to give it to them.
2. Be Transparent
You need to make what you know accessible to others. This means delivering bad news early. You’ll also need to make customers aware of the entire situation: why products are on backorder, what the product availability is, or changes in delivery options.
3. Be Accountable
Never forget to hold yourself and your business accountable for mistakes that were made. This rebuilds trust and shows that you do care about your customers.
Connect with customers through text.
4. Use Emojis When Appropriate
Research has shown that using an emoji increases customer satisfaction, because using emojis connects on a more human level. However, using too many emojis may become confusing and appear unprofessional.
5. Resolve the Problem
You’ll need to empower your employees to act. The person replying to a customer’s text should have the power to rectify any bad situation or escalate it to a manager.
6. Follow Up
To help improve the overall customer experience, following up with customers can solve problems before they become more significant issues. This avoids negative online reviews and may save expensive refunds. You can also have them rate your service on a scale of 1 to 10.
Provide Better Customer Service
Two way text chats increase your level of customer service to meet the needs of individual customers. A direct response via text feels personal and authentic—even if it’s automated. And it allows you to retain more customers and beat the competition.