SMS Customer Service Solutions
Using text messaging for customer service
Providing quality customer service to its customers is one of the best things a company can do. Once stellar service is in place, companies can concentrate on improving other aspects of their company. For example, the tech company Rackspace is known for its fantastic customer service. Just look at what one of their customer service professionals did to please a customer.
Stellar customer service
An employee on the phone with a customer during a marathon troubleshooting session heard the customer tell someone in the background that they were getting hungry. As she tells it, ‘So I put them on hold, and I ordered them a pizza. About 30 minutes later we were still on the phone, and there was a knock on their door. I told them to go answer it because it was pizza! They were so excited.’
Pleasing your customers
Now, you don’t have to order pizza for people during their customer service inquiries, but it’s always a good idea to take cues from your customers. And it’s important to remember that in pleasing that specific customer, other customers took notice and upped their brand loyalty. They shared it online and told their friends about it.
Use the best text messaging platform for your customers
In reference to text messaging and customer service, it’s important to make sure the text messaging platform you’re using is the best, not only on your end, but also for your customers. Customer service is already a nightmare situation for your customers. (No one goes searching for opportunities to interact with customer service.) So, don’t make it worse by using an outdated, inoperable, or inconvenient platform. Use something that is convenient for them – their cell phone.
TextSanity tools help improve your customer service
Keyword campaigns are designed to engage with customers. A customer simply texts a keyword, that you choose, to your company’s TextSanity phone number, you can have a quick automated messaging process that gathers some info, and then immediately engage them with a customer service representative who will text with them. An added bonus to this process is that the customer will be opted-in and can receive mass text messages from your company in the future. But we’ll talk more about that later.
Try texting TextSanity’s own customer service department. See the process work in real time: Text CONTACT to 505-465-8101.
Legally you have to have an opt-in when communicating with a customer via text message from a large automated system. (Basically the government wants to put a stop to text message spam.) This is simple with TextSanity. When the customer texts the keyword to the TextSanity phone number, which you’ve set up, they are automatically asked to opt-in in order to communicate further via text message.
As soon as a customer text messages your keyword, you can have TextSanity set up to notify your customer service representatives by email or text message. One, or multiple, representatives can then take the conversation to the TextSanity inbox where they can work directly with the customer by text message. Additionally, multiple message threads with multiple representatives can be working at the same time.
TextSanity also offers attachment and link hosting through inbox. This way, download speeds are improved and you don’t have to take up room on your servers to store information. We do all of that for you. Plus, the customer gets an improved experience.
As customers engage your keyword campaign, to communicate with customer service representatives, their contact information goes into your contact database. There, representatives take notes on individual customers, tag them in order to categorize the customer, and add more contact information if necessary.
This can help you categorize customers with the same issues. This is also helpful for the customer service representatives themselves to troubleshoot and solve problems. They can look at what worked for solved inquiries. This process can even help you improve by being able to see what issues continually arise. Once you know what is getting messed up time and time again, you can take measures to improve so it doesn’t happen again.
Choose TextSanity as your text messaging platform
You’ve already seen how TextSanity can help you improve your customer service. Learn how to use our tools yourself, even try it out on employees in your company. We are confident that once you do, you’ll be convinced that TextSanity is the right text messaging platform for your customer service inquiries.