How to use SMS to deliver service information to customers? The guide is here!

key word ：SMS operating 、 Real time chat customer service 、 chatbot

SMS As a customer service strategy, it is becoming more and more popular . Learn how to use it , And get some useful templates here .

adopt SMS Sending customer service information is a powerful way to enhance the customer experience , And make customers more happy than they expected . It is one of many recent customer service trends , E-commerce and D2C How the enterprise provides support .

What makes SMS Customer service is so special ？

For customers , send out SMS To get support than other channels , Such as email or telephone support , Feel more personal 、 More casual 、 More convenient .

SMS Support is also more suitable for " On the road " The communication of , Because most people always carry mobile phones , Usually you can reply quickly SMS.

SaleSmartly Integrated Messenger、WhatsApp、Instagram、Line、Telegram、Email And other multi-channel chat management plug-ins , It can help sellers reach overseas consumers in an all-round way ; Support at the same time 100+ Real time language translation , So that sellers and overseas consumers can have barrier free communication . It lets you know your customers , And help you turn them into super targeted Facebook And email marketing campaigns . When you integrate the software with your store , Subdividing your contact list becomes an automated process .

One 、SMS The importance of SMS to customer service

Customers like one-to-one customer service information , Because it is so fast and casual . If implemented well , Conversational messaging allows customers to quickly contact your customer service team , Avoid phone trees and queues , Get answers faster .

Some examples of conversational messaging channels include ：

· SMS text messages

· Live chat

· Chatbots

· WhatsApp

· Facebook Messenger

SMS Customer service is particularly attractive to your customers , Because it gives speed and convenience . They have checked every day 96 Get the answer to the question on your device .

SMS Customer service is particularly attractive to your customers , Because it gives speed and convenience . They have checked every day 96 Get the answer to the question on your device .

Two 、 Provide SMS Customer service considerations

If you try to get your game manual from other channels and apply it to customer service information , You will find that they are not entirely suitable for . When your support staff sends a message to a customer , There are some things to remember .

1. Personalization is the key

Personalization is important in all channels , Because it's important to customers .Salesforce A recent report found that ,80% Of our customers believe that the customer experience is as important as the company's products and services . Besides ,68% Of the respondents wanted to personalize or customize each interaction .SMS Provides a more personalized feel , So when training your customer service team , To get closer to it .

2. Keep it short and precise

because SMS Customer service is performed on the user's mobile phone , So you need to keep your responses short and friendly . Long and detailed macros and templates that you may use in email are SMS It doesn't work in customer service information -- According to your platform and your customers' mobile phones , Long messages may not reach , Or it may be divided into several SMS, Not user friendly .

3. Don't keep them waiting

In all customer service interactions , Speed is an important factor , But sending SMSSMS when , It's crucial . The customer is used to talking through SMS Fast response to , They also want this response from your brand .

SaleSmartly Real time chat also provides the ability to build a chat robot , Improve customer response efficiency , Increase collaboration between teams . Through automated process services , Help improve customer service efficiency . At the same time, it supports mobile end applet , Reply to customer inquiries from all channels anytime, anywhere .

3、 ... and 、 stay SMS What to pay attention to in the tool

SMS Customer service is a way that customers expect more and more . But managing another communication channel -- Not to mention a channel that requires real-time response -- Need careful planning .

Implementing a messaging strategy requires the use of tools designed for this purpose . Some customer service information platforms provide native SMS Support , Others integrate third-party SMS Integrate tools to add this functionality .

When you consider the available options , Make sure that the tool you choose provides the functionality you need . Some tools are comprehensive SMS Marketing solutions . Others focus on SMS As a support channel .

For most businesses , Use something like SaleSmartly Such a multi-in-one customer service platform is relatively easy to support the omni channel approach . With such a service desk platform ,SMS Bills can be processed like any other bill you have , And benefit from the same workflow and Automation .

Here are some other features that your customer service tool needs to have , To deal effectively with SMS Notes ：

· Dialogue history （ about SMS And other text-based channels , Such as Facebook Messenger Or Internet chat ）, In this way, your agent will know what the customer has asked or needs in the past

· Ability to create and customize macros , As a pair of SMS The answer to the question

· The ability to send and receive images or videos （ for example , If your support team needs to see a damaged item to issue a refund , This is good ）

· Routing or shunting functions , Make sure SMS The dialog is not lost in the ticket queue .

· Integration with other e-commerce tools , Give your agents all the backgrounds they need to reply to in a single space （ for example , Emerge during the support interaction Shopify Customer data or CRM data ）.

If you don't know how to start , Please register a SaleSmartly Account and create your first live chat .

SaleSmartly Official registration link ：https://www.salesmartly.com/?source=qrh-SMS629