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

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

However, what kind 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 takes on the lion’s share within the 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 indeed frustration. Furthermore, they still can get an agent call them back at the time that suits them best for a personal conversation. Customers indeed feel better served and considered.

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

2. Transactional messages

A transactional text message is a message sent from a business to their customers to pass on information necessary for using a product or service. Such messages keep the 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 to an electronic statement that is ready to be downloaded or successful or unsuccessful execution of an order. As an example, banks and financial institutions are widely sending transactional text messages when sending account balances, order confirmations and much more.

Text messages allow bi-directional communication between businesses and their customers allowing real interactivity between them. Messages can be personalized according to the 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 message is the fastest way to reach them for important service updates and purchases. Nevertheless, caution must be exercised! It’s no good swamping customers with tons of text messages. Messages have to be relevant and useful to customers otherwise; They will merely opt-out.

Businesses can easily cross-sell and upsell their customers with tailored product and service recommendations based on their interests and past purchases, by sending relevant text messages. Thus, it becomes simple to notify them of new product arrivals, hot deals, and seasonal specials that may be of interest to them. Furthermore, from a business standpoint, it seems that texting in the sales process with a qualified lead can lead to conversion gains of over 100%.
Based on these elements, why would a business wait any longer?

4. Customer satisfaction

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

Businesses are eager to get customers feedback. On one side, they will spread the word when getting positive feedback. On another hand, they want to identify unhappy customers before they widely share their dissatisfaction. They will contact them to fix the problem, offer them better support and try to gain them back as satisfied customers.

Text messaging helps businesses gather customer feedback and interact with them to solve potential problems.

5. Appointments and reservations

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

Today, businesses of any industry are using text messaging to communicate with their customers when it comes to scheduling or changing their appointments and sending reminders and confirmations. You’ve probably already received such a text message yourself, either from healthcare, wellness center, transportation company or restaurant. Any business that sets appointments with their customers is concerned. This is the case for dealerships, construction suppliers, insurances and real estate agents setting appointments with their customers, but also medical centers by doing the same with their patients, or even human resources and education centers with their candidates and associations and communities with their members. All those businesses see a benefit of using text messaging for their appointment management.

Because text messages help businesses reach their customers quickly and efficiently, wherever they are and get their answer almost instantaneously, 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 or sales purposes, texting is an affordable, convenient and efficient way for businesses to deliver fast and personalized services to their customers with a high customer satisfaction rate.

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. Please take a look at our 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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