{"id":406,"date":"2013-08-14T11:23:52","date_gmt":"2013-08-14T11:23:52","guid":{"rendered":"http:\/\/www.firetext.co.uk\/blog\/?p=406"},"modified":"2023-02-10T15:46:11","modified_gmt":"2023-02-10T15:46:11","slug":"using-sms-for-customer-service","status":"publish","type":"post","link":"https:\/\/www.firetext.co.uk\/blog\/using-sms-for-customer-service\/","title":{"rendered":"Using SMS for Customer Service"},"content":{"rendered":"<p>Communication is the key to providing excellent customer service, what you say is important but so is the way it is communicated to the customer. Have you explored using SMS for your business?<\/p>\n<p><!--more--><\/p>\n<p>Since the explosion of social media in recent years there are now so many different ways for a business to communicate instantly with their customers. Sending a tweet or updating your facebook is a great way to get a promotional message out to your followers in real time, but it\u2019s hard to track who has or hasn\u2019t seen it and it can also lack personality.<\/p>\n<p><a href=\"https:\/\/www.firetext.co.uk\/blog\/wp-content\/uploads\/2013\/08\/customer-service.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-407 aligncenter\" alt=\"customer service\" src=\"https:\/\/www.firetext.co.uk\/blog\/wp-content\/uploads\/2013\/08\/customer-service-300x300.jpg\" width=\"300\" height=\"300\" srcset=\"https:\/\/www.firetext.co.uk\/blog\/wp-content\/uploads\/2013\/08\/customer-service-300x300.jpg 300w, https:\/\/www.firetext.co.uk\/blog\/wp-content\/uploads\/2013\/08\/customer-service-150x150.jpg 150w, https:\/\/www.firetext.co.uk\/blog\/wp-content\/uploads\/2013\/08\/customer-service.jpg 347w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<p>SMS is personal and can boost engagement with your customers using a medium they are not only comfortable with using, but is also easily accessible to them 24\/7. Not only will this add value to the relationship but will also help you to establish yourself as a trusted brand.<\/p>\n<p>You can read and reply to SMS at a time and pace convenient for you &#8211; unlike a phone call which always seems to happen at the worst time.<\/p>\n<p>If you are sending direct to the customer\u2019s handset, there are a few things to consider to ensure your message is well received, but with the right strategy in place, SMS will succeed as one of your most integral tools for customer service.<\/p>\n<p>Whether you are confirming an appointment, notifying a package dispatch or simply following up a sale; use these tips to get the best results.<\/p>\n<h4>Personalise<\/h4>\n<p>If you\u2019re sending a bulk message, it can be easy to forget that each one will be read individually. By simply adding the recipient\u2019s name (an easy tool in your <a href=\"https:\/\/www.firetext.co.uk\">FireText<\/a> account) you can instantly engage with them and gain trust.<\/p>\n<h4>Allow replies<\/h4>\n<p>Communication is a two-way thing. Give customers the chance to reply in a way that\u2019s quick and convenient for them. If they need to respond and can do it there and then, they will thank you for it \u2013 especially if it replaces a long wait on hold to customer services.<\/p>\n<h4>Give them an opt-out<\/h4>\n<p>Your customers are the ones that ultimately decide how they want to be contacted; giving them the chance to say \u2018no thanks\u2019 will prove far more beneficial in the long run. I think you\u2019d be surprised at just how little opt-outs you\u2019ll get, but it certainly doesn\u2019t do any harm to include it.<\/p>\n<p>SMS has been around for over 20 years and is holding its own as one of the most popular ways of communicating. With that in mind, it should be a favourite when communicating with customers \u2013 after all the customer is always right! \ud83d\ude09<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Communication is the key to providing excellent customer service, what you say is important but so is the way it is communicated to the customer. Have you explored using SMS for your business?<\/p>\n","protected":false},"author":4,"featured_media":407,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[27],"class_list":["post-406","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-sms-tips","tag-tips-on-using-sms-communication-for-customer-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Using SMS for Customer Service - SMS Marketing Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.firetext.co.uk\/blog\/using-sms-for-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Using SMS for Customer Service - SMS Marketing Blog\" \/>\n<meta property=\"og:description\" content=\"Communication is the key to providing excellent customer service, what you say is important but so is the way it is communicated to the customer. 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