SMS in Customer Relations: Why Use It and How to Run Successful Campaigns

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

1. 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.

2. 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.

3. 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.

4. 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

1. 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.

2. 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.

3. 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.

Acerca de INO CX

INO CX es un proveedor de soluciones de contact center basadas en la nube. Capacitamos a las empresas para ofrecer experiencias excepcionales y omnicanal a clientes y empleados. Desde voz, SMS, mensajería y correo electrónico hasta pagos e integración CRM, nuestra plataforma unificada le ayuda a comunicarse de forma eficiente, personalizar las interacciones y escalar con confianza.

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