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Improving the Customer Experience with SMS/Text

CUSTOMER SERVICE 101 TEXT/SMS Engagement rates with SMS messages are 6-8 times higher than those of proactive email communications. SHORT MESSAGE SERVICE SMS is used regularly by 75% of all Americans. DID YOU KNOW LACK OF ADOPTION Start offering customer service via SMS. 80% of consumers report that they have NOT been texted by their favorite brands. THE FAIL Adding SMS as a customer service channel expands your customers' options to include a channel that doesn't require mobile data. THE FIX Integrate and strategically coordinate your messaging THE BEST SOLUTION channels. For example, whether you communicate via SMS or email may vary based on topic, length or time of day. LOAD TIME ABANDONMENT Test links for 40% of load-time on all types consumers of mobile devices. will abandon a mobile website link in a text if it THE FAIL The average click-through rate for links included in SMS takes more than 3 seconds THE FIX to load, and 47% expect it to load within just 2 seconds. messages is 19%, compared to 4.2% for email. A1 second delay in loading (or 3 seconds of waiting) decreases customer satisfaction by around 16%. TOO MANY TEXTS If clients haven't opted-in, you can't text them. More Americans receive unwanted text Make sure you're communicating with clients via their preferred channels. THE FAIL messages (68%) than eat breakfast (60%). THE FIX Typically, SMS messages should not be sent after 9 PM DID YOU KNOW or before 11 AM . THE BEST SOLUTION Proper analytics are the key in making improvements to SMS marketing promotions; businesses should pay particular attention to opt-out rates. SOURCES: west VM1hdMYnhls

Improving the Customer Experience with SMS/Text

shared by matthewzajechowski on Feb 23
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Customers are concerned about receiving inconvenient SMS alerts. In fact, more Americans report having received unsolicited SMS than eaten breakfast (68 percent versus 60 percent). Typically, SMS shou...



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