SMS communication in customer service: should you do it?
Mar 29, 2024
SMS hasn’t gone out of fashion, even though it might seem that way. After watching this video, you’ll know what SMS communication in customer service is, how it works, and why it’s worth considering.
SMS was first, then came everything else we commonly use today. And even after the messaging apps took over, SMS still offers various benefits regardless of your location as a business. Offering SMS as a customer service channel to your customers has many benefits.
Short message service customer service support isn’t only for large businesses with huge budgets. Small- and medium-sized businesses can also harness the power of SMS customer service too. But the most important thing from a business point of view is that SMS messages actually have a whopping open rate of 96%. Compared with other communication channels, SMS offers quick case resolutions because of the speed. And it’s available to everyone. All you need is a decent phone signal and SMS can reach customers in a way other channels can’t.
00:00 Introduction
00:40 SMS communication basics
02:03 Why SMS is it worth considering for your business?
03:02 A few statistics from GSMA Intelligence and CTIA
03:20 What is consumer demand?
03:49 Cost Efficiency of SMS communication
04:25 About Customer Satisfaction
04:52 Sales Promotions
05:21 Marketing Campaigns
06:00 Arrivals and Check-Ins
06:39 Important Information
07:11 LiveChat and 2way integration
07:46 Outro
SMS hasn’t gone out of fashion, even though it might seem that way. After watching this video, you’ll know what SMS communication in customer service is, how it works, and why it’s worth considering.
SMS was first, then came everything else we commonly use today. And even after the messaging apps took over, SMS still offers various benefits regardless of your location as a business. Offering SMS as a customer service channel to your customers has many benefits.
Short message service customer service support isn’t only for large businesses with huge budgets. Small- and medium-sized businesses can also harness the power of SMS customer service too. But the most important thing from a business point of view is that SMS messages actually have a whopping open rate of 96%. Compared with other communication channels, SMS offers quick case resolutions because of the speed. And it’s available to everyone. All you need is a decent phone signal and SMS can reach customers in a way other channels can’t.
00:00 Introduction
00:40 SMS communication basics
02:03 Why SMS is it worth considering for your business?
03:02 A few statistics from GSMA Intelligence and CTIA
03:20 What is consumer demand?
03:49 Cost Efficiency of SMS communication
04:25 About Customer Satisfaction
04:52 Sales Promotions
05:21 Marketing Campaigns
06:00 Arrivals and Check-Ins
06:39 Important Information
07:11 LiveChat and 2way integration
07:46 Outro
