There’s no rejecting the fact that the vast majority of your customers need your brand to offer messaging abilities. The details say everything: 89% of buyers want to be able to message their preferred brands. Be that as it may, for what reason would customers like to message you? What’s more, for what reason they are so receptive to conversational customer engagement via bulk SMS, one of the most up-to-date messaging techniques?
Using our engaging bulk SMS service, you can interact with your audience, have one-on-one conversations with the customers, the customers can send in their queries with a click, you can respond to those instantly, and so on.
As leading bulk SMS experts, we investigate the five most reasonable reasons customers love to message and interact with your business.
Reason 1: Customers Already Love to Use Bulk SMS
Customers would prefer not to download your business’ uniquely designed mobile application just to contact you. They want to utilize the channels that are, as of now, accessible on their phones, vis-a-vis bulk SMS.
Insights show that a great many people use bulk SMS continually – 85% of individuals keep their phones at their arm’s distance most of the time.
Being a renowned brand or to make your brand reputed, you must offer the customers the ability to interact with you via SMS. At the point when customers can message your brand simply via one-on-one bulk SMS, they’ll be bound to connect with your brand on a personal level.
Reason 2: Bulk SMS Helps Customers Resolve Queries Quicker
Customers simply don’t browse their emails consistently. It can require days for you to determine a client inquiry through email, regardless of how rapidly your answer to the underlying inquiry. For your customer support team, that implies that email inquiries will pile on and will get difficult to solve all, quickly.
In the contrast, customers check their phones so regularly that they open and read almost every text that they receive and also react in a split second:
- 98% of bulk SMS messages are opened and read.
- On average, customers respond to a text within 90 seconds of receiving the message.
Since customers peruse and react to messages so rapidly, they are bound to finish the conversation they start, in no time. Till your staff is replying to the SMS quickly, they’ll have the option to finish off their inquiries quicker than at any other time. With our advanced bulk SMS service, you can easily have an easy-to-use SMS portal for your employees to use and solve each query in a few seconds.
Reason 3: Compared to Calls, Bulk SMS Doesn’t Feel Intrusive
Tele-calling has two similar advantages as messaging: it’s a service that customers know well (yet don’t use as frequently as messaging), and it’s not difficult to finish off inquiries in a single take. Yet, talking via telephone feels intrusive for some customers. That is likely why 56% of individuals would prefer when a business uses bulk SMS to talk with an individual.
Messaging engages customers to:
- Answer questions non-concurrently (i.e., when they need to, not right away).
- Reply to them any place they are (i.e., in a noisy environment of a club, in traffic, etc.)
- React to follow-up or extra inquiries.
Eventually, conveying through bulk SMS is much more agreeable for customers than imparting through calls.
Reason 4: Your Customers Like to Converse with Humans, Not Bots
Customers are worn out of placing a call or visiting the website just to wind up having mistaking discussions with online bots. Bots don’t get the details, nor would they be able to offer any sort of empathy or compassion that a human can.
At the point when customers message in via bulk SMS service, they can:
- Rapidly sidestep auto-answers on the off chance that they don’t have essential inquiries.
- Associate with expert agents who can draw them in, in genuine discussions.
- Rapidly speed up their discussions to messages or calls.
Bulk SMS enables customers to get the genuine, human assistance they need. They’ll leave the conversation with nuanced answers to their inquiries — and the inclination that they associated with someone else.
Reason 5: Conversational Customer Engagement Is Authentic
Your customers need to converse with individuals. Groups that use bulk SMS service have begun to depend on conversational customer engagement systems to fabricate solid associations with their customers. Customers especially like:
- Messaging with specialists who utilize an easygoing, cordial, and respectful tone.
- Talking with experts who understand them.
- Seeing brand fun, similar to emoticons and GIFs that underline brand sentiment.
- Getting touchy subsequent follow-ups, which show that specialists focus on the client experience.
Conversational customer engagement assists you with shaping real, straightforward, and positive long-haul connections. This methodology is one of the top reasons customers go to message when they need to contact your brand.
Need to become familiar with the advantages of omnichannel bulk SMS? We are here for you.