And if you want to cover all your bases, why not add an unsubscribe link in your emails too.
We have all sent and received SMS before, so training your employees to offer support shouldn’t be difficult. However, SMS for business requires a different approach than when used socially.
When sending SMS messages to customers, you want your team to understand and follow guidelines. This may include using a professional tone and language or using the customer’s name. You may also choose to avoid slang and jargon, as not all customers will understand industry-specific acronyms or abbreviations. If you support a customer, it is even more critical that the message be clear and concise to resolve issues quickly.
Timing is also crucial. If you offer support through SMS, it is important to inform customers of your operating hours; this can be done with an automated message if a customer contacts you outside of business hours. You can connect a Telegram API to most messaging apps to set up automated messages like this.
In fact you can combine Telegram messenger with other apps to create a customized integration for your business’ needs. This will allow you to automatically translate messages, save and forward them, as well as integrate the process with your calendar and databases.
Moreover, make sure to contact customers between regular business hours and not unsocial ones. Messaging a customer at 2 am is not conducive to a positive customer service experience.
Be prepared for a quick turnaround
The advantage of using SMS is that you can contact a customer almost instantly. However, the downside is that the customer expects the same from you.
Make sure to respond to a customer quickly, and set a time target for your business to achieve. You can use a virtual phone number for business to contact customers from almost anywhere, providing more flexibility for your workers. They can get in touch with customers from the office or when they’re on the go. All they need is an internet connection to send quick replies. A speedy response bolsters both your customer service and customer satisfaction.
You can also use automated messages to address frequently asked questions, freeing time and resources for more specific queries. These could take the form of a multimedia message (MMS), such as a video, image, or guide to quickly convey more detail than a long-winded message.
For instance, Reebok included a video in their SMS to share a longer and more engaging message with their subscribers.