Customers want options. This is especially true when they need support. Enhance your customer support experience by adding SMS into the mix. Generally, most customer-centric companies offer phone, email, or live chat support services. However in the client’s mind, each service type has it’s own purpose. Generally, phone calls are reserved for urgent enquiries. Emails have a reputation for providing an inadequate answer or a slow response time. Lastly, everyone loves a live chat, but taking advantage of this can be very time consuming. It takes multiple steps to reach a live chat, and once you’re in - you have to keep the window open and wait in a queue until a someone is available.
Texting gives your customers the convenience of asking short questions, which they can get quick answers to. It can also be accessed without an internet connection, and on any mobile device. This means clients won’t have to spend extra time opening an additional browser window or external application. Your customer also doesn’t have to wait on hold. Customer service representatives will be able to reply faster to these short enquiries, and clients will be happier with the response time.
In order to make this process cohesive with your current support set-up, you can also have all client questions forwarded to any email. From here, you can see a conversation build in your inbox, and have all replies sent back as text messages. In addition to this, if you use Zendesk - we have a quick-start SMS integration readily available.