How's the Support?

Kevin A
December 14, 2022

Ever leave something in an Uber?

I remember I left a bag and frantically called Uber support.

The person on the phone told me to hangup and tweet Uber support for a faster response.

Huh?

I was confused, but guess what?

The Uber was back in front of my house in 15 minutes with my bag!

Talk about excellent customer support done with ease.

Which leads us to today's nugget - leveraging SMS for customer support.

SMS Best Practices - Customer Support

We already know that texts are opened 98% of the time.

So it only makes sense to meet them where they are-sending texts to their phone.

And studies have shown that if given the option, 52% of people would rather communicate via text versus a phone call.

Things To Consider

✅ Get Clear on Your Goals:

➡️ Why are you offering this option to your customers?

➡️ To reduce costs?

➡️ Improve Employee Productivity?

➡️ Customer Satisfaction?

✅ What SMS Channel?

There are many places to communicate. SMS or leveraging a social media platform (Whatsapp, Twitter, Facebook Messenger, etc.)

Meet your customers where they are at.

✅ Be human.

Chat bots are helpful to solve simple issues, but remember to be human.

✅ Urgency

How are you going to prioritize the incoming messages? First in approach vs urgency?

✅ Feedback is Fuel

Make it easy for them to provide input. One word answers or using numbers.

Example: How was your buying experience today? Poor, Good, OMG!

✅ Send Reminders

Example: Hey Billy, This is a reminder about your upcoming appt. on 12/19 at 3pm. Text us back to confirm. Thx.

✅ Be clear and concise.

Short, simple and to the point.

SMS can save you time, help you gain efficiencies and create an awesome experience for your customers.

Keep it simple and execute!

Free online writing tool. We all can use help!

That's a wrap! 🥛

Please send your comments, questions, etc. on over!

We understand that one size doesn't fit all (like the Snuggie)🙃

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DISCLAIMER: This newsletter is strictly educational. Please be careful and do your own research. 🧐

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