Communicating with your customers is part of every company's business. Customers are used to contacting the company through many different channels, and it is becoming increasingly difficult to reach them in a flood of messages. Of all communication channels, SMS is still the most effective way to reach customers - research shows that up to 98% people read incoming SMS messages.
SMS is also a very effective way to improve customer satisfaction, if used correctly. Ideally, customers will find text messages useful, such as personalised messages or reminders to help them remember an important event. When you get this powerful channel right, the result is a more satisfied customer.
Design messages as part of the service path
Identify points where the customer needs information or is particularly receptive to messages. What useful information can you give your customers about the service or product they are buying? An effective service path makes life easier for your customers and gives them the information they need at the right time. In this way, they feel that they are being taken care of.
The bond that has been built up with the customer can quickly weaken if no added value is provided. Today's customers also expect companies' digital services and communications to present a coherent and seamless experience. So make sure your SMS messages support the rest of your company's communications.
Text messages can be integrated into the service path and company systems so that messages are automatically sent at the right time.
1. Attract customers
SMS is an effective channel for sending a variety of marketing messages. SMS marketing is particularly suitable for time-sensitive and personalised promotional messages. Consumers react quickly to messages and click to buy. Our customers have found that when messages have clear benefits, such as discount percentage and expiry date, click-through and conversion rates have been very high.
2. Help and delight the new customer
Once you have a new client, you have the opportunity to support and help them get started. Clients who feel important are more likely to stay with you in the future. Delight the customer in a way that increases their interest in the product or service. You can also think about personalised offers or tips that add value to the customer. A welcome message is also a way to differentiate yourself from your competitors and create a positive customer experience.
3. Inform and remind the customer
Informative benefit messages are perceived as positive and improving the customer experience. When timed correctly, important messages add value to your customers, which increases customer satisfaction.
Confirmation messages, pick-up notifications and reminders are sure to reach customers when sent by SMS. For example, appointment reminders significantly reduce ”no show” situations, which results in cost savings.
4. Show you care and collect feedback
A feedback survey sent by text message is an effective and simple tool for measuring customer satisfaction. You can measure ongoing customer satisfaction for a single service or purchase transaction, or conduct a larger survey for a large target audience at once. SMS surveys generally have a high response rate, as SMS is an effective way to reach people and extremely easy to respond to.
5. Engage and strengthen customer loyalty
Text messaging is also an excellent way to strengthen customer relations. For example, a gift code via SMS can be used to reward both customers and employees. They can easily be used to remember holidays or birthdays. Some of our customers also use gift codes in case of complaints or problems. Text messages are also great for waking up sleeping customers.
SMS is a very effective channel to reach customers. Interacting with them strengthens customer relationships and brand loyalty. SMS can also reduce the workload of the customer service team and increase customer satisfaction.
Quriirin for smooth customer communication via SMS
Quriiri is a native communication platform that allows you to send and receive SMS messages through our browser-based service or through an interface from your own systems.
Communicate with your customers without technical know-how
Take advantage of easy-to-use apps. Our most popular apps are:
Bulk SMS
Easily send marketing messages, offers or important newsletters. With the Quriirin group messaging app, you can reach small or large target groups quickly and reliably. Read more.
Text message survey
Create multi-step SMS conversations and surveys and receive responses. For example, you can use the Dialogue app to measure customer satisfaction. Read more.
NPS survey
Find out your customer's willingness to recommend you. Create a survey with our NPS app and send it to your target group via SMS. Read more.
Integrate SMS messages into your own systems with our interfaces
HTTP API
Take advantage of the modern REST interface and send/receive SMS messages from your own app. See documentation.
E-mail to SMS
Send SMS messages from any email client or receive SMS messages to your email. Read more or see documentation.
SMPP API
Take advantage of the flexible and standardised SMPP interface to send and receive messages. See documentation.
OpenHTTP API
Allows you to implement a fully customized HTTP interface that can be adapted to meet your system requirements.
Are you ready to make SMS part of your customer communication? Access try the service for free or ask more.
