4 Reasons SMS Texting is the Future of Customer Service

June 6, 2018 | Back to the Blog

how to use a Text Message Service for Business

Did you know the average American checks their phone as many as 46 times per day?

To break it down by age:

  • 18-24-year-olds look at their phones 74 times per day
  • Those in the 25-34 age range clock in 50 checks each day
  • And 35-44 year olds report an average 35 daily peeks

These numbers show no sign of dwindling any time soon.

What does seem to be on the decline, however, is customers preferring to make phone calls over sending text messages.

This is even true in the case of reaching out for customer support.

Instead of having to pick up the phone and spend 20+ minutes on hold with terrible wait music, many customers now simply post on social media to voice their concerns.

But this isn’t always a good thing, as you may have seen.

Fortunately, there’s a better option offering a more personal level of support while keeping all complaints and questions private.

If the title hasn’t given it away, we’re diving into how text messaging services for business are quickly becoming the future of customer support.

We’ll cover all four reasons for why this is and even give you a few pointers on how to get started.

Let’s begin with the first reason SMS will be king for customer service…

#1: Customers Prefer Texts Over Phone Calls

It should come as no surprise that “customers spend five times longer messaging [texting] every day than they do on voice calls.”

Texts are delivered within seconds and it’s just as easy and quick to reply back to them.

In fact, 95 out of 100 texts are opened and read within 3 minutes of receiving them.

And all age groups take advantage of this efficiency:

  • 18-24 year olds send and receive around 128 texts per day
  • Those in the 23-34 bracket exchange as many as 75 texts per day
  • 35-44 year olds average 52 daily text messages
  • And even the 55+ group manages to send out around 16 inbound and outbound texts each day

But just because people prefer to text personally, does that mean they want to text businesses too?

Absolutely!

Here’s why:

#2: Customers Want Real-Time Answers and Assistance

When it comes to reaching out for support, customers are looking for help right now — not two hours from now.

Phone calls don’t always offer the real-time response customers are looking for and have come to expect.

If your customers have an issue and don’t feel like calling in to support, now they’ll just post (or worse, rant) on social media. And depending on how this is done, this could drastically hurt your brand’s image.

To avoid that mess, text messages offer your customers a quick, personal, private way to connect that also gives them the flexibility to do so on their own time.

using text messages for customer support

Rather than sitting on hold, your customers can send a text asking for help and still go about their business once it’s sent.

So they’ll get the help they need in real-time and when they do have the chance to address the issue (i.e., read the text response), they can when it’s most convenient for them.

Customers will have their support response ready and waiting for them, not the other way around.

#3: Phone Calls to Customer Support Are Seen as Unfavorable

Be honest: When you have an issue or question, are you eager to hop on the phone and speak with a customer support agent?

This thought alone conjures up groans from longer-than-necessary wait times, endless transfers and the scary possibility that you might be disconnected and lose your place in line.

But after a 30-minute wait time and two transfers, are you still hanging on the line?

Since you’ve already put in so much time, you’re more likely to follow through instead of giving up — even if it’s no longer convenient for you.

This entire process can be off-putting for customers, which is why many turn to social media instead.

But by offering a private space for your customers to vent in the same easy and quick way as creating a message on social media, your customers finally receive the support they’re looking for.

You can see this in action when it comes to 1stBank:

Their business saw a 70% increase in its conversion rates when it added the option for customers to reach out via text on their mobile app.

SMS Texting for Business

Imagine what adding this customer-focused benefit could do for your business.

There’s also one more big reason why text messages are quickly becoming the future for customer support:

#4: Texts Give Customers & Support Reps a Chance to Communicate Clearly

Miscommunications over the phone happen all the time.

And while that’s still possible via text, it may be less likely since customers have a chance to work through their thoughts and their issue before they communicate it.

Thick accents on both ends can also cause people to misinterpret information.

So texting your customers support can be a lifesaver if there’s a language barrier. Both sides may have a better chance of communicating quickly to solve the problem via text.

Texting also helps your customer support agents since they have the message as a word-for-word log of what needs to be addressed. There’s much less deciphering needed on their end.

When your agents reply back via text, your customers also have step-by-step instructions they can refer back to as they solve their problem.

The Future of Customer Support is Clear: SMS is the Way to Go

Using text messages and a text messaging service for business can help you provide a higher level of customer service, since it increases efficiency while decreasing miscommunication.

Plus, since most people are already regular texters, it’s an easy method customers will be happy to switch to.

And once you do implement a text-based approach to your customer support, you’re more likely to see better engagement rates and higher customer satisfaction scores.

Did you ever think customer support for your business could be this easy or stress-free?

If you’re ready to try a reliable business SMS service, start your free 14-day trial with Mobile Text Alerts!

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About James Pelton

James Pelton is the Founder and CEO of Mobile Text Alerts

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