Customer Satisfaction: Harnessing the Power of SMS

Successful companies know that customer satisfaction is essential for a business to grow, that’s why a wide range of technologies have been created to meet the rising demands of today’s consumers. With the proliferation of mobile devices, one particular technology that’s being used to improve the customer service experience is the SMS (Short Message Service).

Using SMS to improve customer service stems from the idea that contact centers should be thought of more as “engagement centers”. This means that a center needs to provide service to customers as they move from one communication to another—including social media and community forums—while preserving the customer’s perspective. According to research, SMS holds a very high spot in the engagement hierarchy; some studies reveal that a staggering 9 out of 10 text messages are read within the first minute of receiving them!

The process of converting a lead into a customer can be time-consuming. Fortunately, an SMS service can speed up this process for you. With the ability to notify prospective customers what you have to offer even while they’re on the go, you’ll be able to reach them faster. Which can translate to more revenue for your company.

Mobile has dramatically changed the communications landscape. Today’s generation of consumers practically live on their smartphones, so if you want to engage with them and deliver a satisfying customer experience you need to learn how to utilize this channel effectively.


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