Despite the rise of messaging apps, SMS remains a powerful communication tool. In the first quarter of 2021 alone, nearly 31 billion SMS messages were sent in France. Its continued relevance stems from its immediacy, independence from internet connectivity, and inclusion in most mobile plans.
For businesses, SMS offers a direct, efficient, and less intrusive way to reach customers. In 2021, companies in France dispatched approximately 3.4 billion promotional SMS messages. Beyond marketing, SMS plays a crucial role in customer relationship management.
Key Applications of SMS in Customer Relations
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Enhancing Customer Loyalty with Promotional SMS
Personalized SMS messages offering promotions, event invitations, or exclusive sales can significantly boost customer retention. Such messages make customers feel valued and help maintain a lasting connection without being overly intrusive.
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Improving Customer Experience with Notification SMS
Sending confirmations for appointments, service requests, or other interactions via SMS reassures customers and enhances their experience. Proactive notifications, like delivery reminders or service updates, not only inform customers but also help optimize resource allocation by reducing no-shows.
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Facilitating Transactions with Transactional SMS
SMS can streamline payment processes. For instance, sending a payment link via SMS during a phone purchase ensures security, as the agent doesn’t access the customer’s banking details. Similarly, for overdue payments, automated SMS reminders with payment links can prompt timely settlements, especially when sent at optimal times, like Saturday mornings.
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Gathering Customer Insights through SMS Surveys
SMS is an effective channel for collecting customer feedback. By integrating SMS surveys with CRM systems, businesses can update customer information, gauge satisfaction, and identify potential sales opportunities. In one case, 14% of opened SMS messages led to sales prospects.
Best Practices for Successful SMS Campaigns
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Clearly Define Your Target Audience
Determine whether your message is aimed at loyal customers, inactive clients, newsletter subscribers, or another specific group. Tailoring your message to a well-defined segment increases its relevance and effectiveness.
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Personalize Your Messages
Use the recipient’s name and customize the sender ID to reflect your brand, such as “CompanyX Support.” Personal touches enhance engagement and foster a stronger connection with your audience.
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Craft Clear and Concise Messages
Ensure your SMS content is straightforward and to the point. Clearly state the purpose and benefit of the message, whether it’s a promotional offer or important information, to capture the recipient’s attention quickly.
By leveraging SMS thoughtfully, businesses can enhance customer relationships, streamline operations, and drive engagement effectively.
About INO CX
INO CX is a cloud-based contact center solution provider. We empower businesses to deliver exceptional, omnichannel customer and employee experiences. From voice, SMS, messaging, and email to payments and CRM integration, our unified platform helps you communicate efficiently, personalize interactions, and scale with confidence.
Contact us to learn more.
