Engage Customers Like Never Before with SMS and Social Messaging

Be honest, how many times have you checked your social media pages today? Well, you are not alone. In fact, you are one of the 3 billion in the world that social networks use (and constantly reviews them). Since social networks are a large part of people's lives, it is natural for customers and employees to expect the same consistent experiences when they interact with your business.

The entire business organization can benefit when it expands its communication strategies, so it can reach customers and employees when and where it is needed. In the main social channels, you must continually add new features, today is the time to participate to continue changing expectations and anticipating the competition.

Is it time for your company to become social? These are some options to understand how social media messaging can improve your communication strategy.

80% of customers who ask a business a question through a social channel expect an answer within 24 hours. 

Social Messaging - Provide a richer customer experience by meeting your customers on social media.   

SMS - Engage with your customers through their preferred medium!

Turn your team into a messaging machine

• Marketing - Notify customers of new products, send promotions, and reach new audiences.

• Customer Service - Quickly resolve customer issues, provide status updates, and respond to feedback.

• Finance - Streamline payment processes, appointment reminders, and balance alerts.

• IT - Send time-sensitive notifications regarding software and technology updates and issues.

Contact us today to learn how we can help you connect with today's customers.

What is Your Customer Service Strategy?

Today, Gartner reports that 89% of companies in the overall economy say they compete primarily on the basis of the customer experience they deliver, determining, correctly, that CX is often the main reason clients decide to stick with a brand. This is happening notably in the retail space, but also across all industries today.

Customer support is just one element of a CX strategy

While customer service has historically been the most notable piece of the CX puzzle, it is not the entire pie. Every company engages in a broad amalgam of customer-related activities, from onboarding and training to recruitment and renewal. None can be ignored. Each step in the customer engagement process factors into their impression of the provider and influences, ultimately, whether they decide to stick with the brand, product or service.

Metrics matter

For modern-day CX assessment, there are a wide variety of metrics vehicles that channel firms are using. The age-tested customer satisfaction survey still reigns as the preferred feedback tool, with 4 in 10 respondents saying they issue an annual one. But other measurement techniques are in play. For example, 37% of respondents are judging their CX performance based on the level of engagement they have with individual clients. Others (35%) are paying attention to what their customers are saying about them online and to other consumers.

Omnichannel approach is where channel is headed

Three in 10 respondents said they have moved to an omnichannel approach for interacting with customers in the last year. These firms offer a variety of engagement options ranging from an in-store experience to traditional e-commerce to online customization of products/services. They enable purchasing and support via chat/video chat, email, social media, and other platforms. Communications are transferrable across multiple devices, including in the midst of a transaction. Personalization fueled by data analytics is also gaining a foothold.

Contact us today to learn how we can help you engage CX to improve customer service.