Staying connected to your customers in a digital age.
Your customers want to talk to you, but not always over the phone. According to fenderbender, 89% of them want a direct-messaging option. Think about it, what do you want when you contact a customer service team? For one thing, you probably want to be understood and feel like the person on the other end of the line is listening to you. In today’s bustling world, you might even want answers in less than “five business days.”
Services like social media and online chat can help your business engage with customers that are usually out of reach. A 2016 study from Conversocial found that “social-messaging channels” (i.e. Twitter, Yelp, and SMS) are preferred by 54.4% of customers over email, phone, and even online chat. Customers— especially millennials—are more likely to be loyal to organizations that offer SMS (texting) as a service; including over 85% of high-earners (those making over $150K annually). In fact, according to the study, 100%—yes, all of the respondents— ranked “Ease of Use” as a core characteristic of good customer service.
That being said, a social media manager may not always be the most personal—or economical— solution for small, or up-and-coming businesses.
Since services like SMS are popular with many customers (as mentioned above), it makes sense to use text messaging as a form of communication to retain customers and increase consumer satisfaction. Without the proper customer service tools, your business might be creating a gap between you and your customers.
FirstDigital Can Help You Bridge the Gap
Unified Communications is more than just offering Internet telephony (aka VoIP) and internal chat. Our cloud communications platform also offers video chat, conference bridges, screen sharing, and more. One of our newest tools is business SMS (short messaging service or texting). SMS for business helps you connect personally with your customers and engage more directly and get the service they need, whenever they need it. Over 90% of text messages are open and read within just three minutes. If our SMS service is enabled for your users, they can send and receive business text messages using the FirstDigital Connect (VCaaS) app on their mobile phone, allowing your employees to stay connected with your customer-base anywhere they go.
Don’t Wait. Try SMS Today!
We’ve told you how SMS can foster customer loyalty, offer a more personal experience,
increase retention, and help your company engage with new audiences. So what are you
waiting for? Add SMS to your organization today to see how it can help you offer a far better
user experience.