6 kinds of text messages consumers are expecting to receive from businesses

Our recent blog post, Why do your customers want to text with you? explained that a substantial majority of consumers (70%) prefer to receive service-based messages on their mobile devices rather than any other device. Not only do consumers want to receive time-sensitive messages on the devices they have within reach—but they also expect organizations to offer service messaging as well.

However, what type of messages are they expecting to receive from the businesses they are dealing with?

1. Customer support

It is indisputable that phone support remains a powerful way to provide customer support, but text messaging is the lion’s share of customers' preferences. Three-quarters of consumers would rather text a customer support agent instead of using other available options1. The reason is simple. By texting with customer support centers, consumers avoid the wait times on the phone and mounting frustration. Furthermore, they still can get an agent call them back at the time that suits them best. Customers feel better served and considered.

From a business standpoint, text messaging helps reduce operational costs, as an SMS is 400% to 600% cheaper than a telephone call. Also, a text message can include a link or a downloadable piece of content that may be useful to the customer. This link or content can be sent to several customers at the same time, if needed. Text messaging is therefore a very efficient and powerful tool for customer support centers to help businesses improve overall customer experience.

2. Transactional messages

A transactional text message is a message sent from a business to its customers to pass on the information required for using a product or service. These messages keep customers updated on their various interactions with a business. Some businesses use text messaging to send alerts to their customers. Alerts may range from a payment that has been processed, an order that has been shipped, an electronic statement that is ready to be downloaded, or successful or unsuccessful execution of an order. For example, banks and financial institutions often send transactional text messages when providing their clients with account balances, order confirmations and much more.

Text messages allow bi-directional communication between businesses and their customers for real-time interactions between both parties. Messages can be personalized according to customers' past activities or specific events.

3. Sales offer or promotions

Did you know that 75% of people like offers sent via text messages2? In reality, 78% of US consumers even claim that text messages are the fastest way to reach them for important service updates and purchases. Nevertheless, it is important to remember that there is no point in inundating customers with tons of text messages. Messages have to be relevant and useful to customers. Otherwise, they will merely opt-out.

Businesses can send relevant text messages to easily cross-sell and upsell tailored product and service recommendations to customers based on interests and past purchases. It can be very simple to notify customers of new product arrivals, hot deals, and seasonal specials. Furthermore, from a business standpoint, it seems that texting in the sales process with a qualified lead can lead to conversion rate of over 100%.
Based on these factors, why would a business wait any longer to send out text messages?

4. Customer satisfaction

When dealing with a business or a brand, consumers are open to answer polls to rate their satisfaction levels. It’s no surprise that texting is a highly rated contact method for customer satisfaction surveys compared with other communication channels.

Businesses are eager to get customers’ feedback. On one hand, they will spread the glowing reviews when they receive positive feedback. On another hand, they want to identify and address unhappy customers before the reviews go viral. Companies can contact customers to fix issues, offer them better support, and try to reinstill confidence in the brand.

Text messaging helps businesses gather customer feedback and interact with consumers to solve pressing problems.

5. Appointments and reservations

Because text messaging has higher KPIsthan email and phone calls, it is widely used by businesses for appointment confirmations.

Today, businesses in many industries are using text messaging to schedule or change appointments as well as reminders and confirmations. You’ve probably already received a text message like this yourself, either from healthcare professional, wellness center, transportation company or restaurant. Any business that sets appointments with their customers should consider text messaging for appointments and reservations. This is the case for dealerships, construction suppliers, and insurance and real estate agents that set appointments with their customers. It can also apply to medical centers with their patients, human resources and education centers with their candidates, and associations and communities with their members. All these organizations can benefit from using text messaging for their appointment management.

Because text messaging helps businesses reach their customers quickly and efficiently, it is now the ultimate tool to complement their current appointment management system.

With an open rate of 90%3, text messaging is the fastest, most efficient and less intrusive way for businesses to communicate and engage with their consumers. Whether for customer support, updates, appointment confirmations, customer satisfaction surveys or sales purposes, texting is an affordable, convenient and efficient way for businesses to deliver quick and personalized services to their customers. The ultimate result? Significantly higher customer satisfaction rates.

If you are not using texting for your business today, you may want to start looking for the best solution that will meet with your goals. Take a look at the Kimoby platform.

  1. Eweek
  2. Digital Marketing Magazine - 7 Key Statistics for SMS Marketing
  3. Blog Post - 5 great arguments in favor of text messaging for businesses

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