3. Train SMS customer support staff
You probably already use a customer service platform to manage and reply to inquiries. However, learning a new tool can take time and effort. Teaching support teams how to use SMS for business customer service is crucial to ensure a consistent experience across all channels.
Communicating via text is often much different from engaging with clients via phone and email. As such, you may have to create a new standard operating procedure (SOP) for how your team should respond. This may include guidelines on using abbreviations, slang, and emojis.
4. Monitor and analyze your performance
Analyzing your performance regularly can help you find bottlenecks preventing your team from reaching its goals. Text message customer service platforms provide key insights into your customer service success. The types of metrics will vary by provider, but you should look for stats like average response times, time to ticket resolution, and the number of customers responded to every day.
Best practices for SMS customer service
Implementing an SMS customer service platform is only half the battle. Using it effectively can increase your support team’s efficiency, effectiveness, and productivity. Here are a few best practices to help you maximize your SMS customer service strategy:
Automate the process
Automation is crucial when working with an SMS customer service platform because it will allow you to create workflows and send automated replies to increase efficiency.
For example, instead of manually responding to every inquiry, you can leverage text messaging chat bots or set up automatic responses and templates to answer common questions.
It’s important to remember that automation can help you save time, but it shouldn’t replace human interactions. Some inquiries require a human customer service agent, while other consumers may prefer it. Therefore, you should always have an option for customers to communicate with a live representative.
Personalization is crucial when communicating with your customers because it shows you’ve taken the time to listen to them. For example, if a customer has a complaint, always refer to them by their first name and address any issues from previous text messages to ensure that you deliver top-notch service.
Your customer service platform must integrate with your other tools to keep everything in one place. Whether clients call, email, or text, these interactions should be kept in the same place.
Additionally, it's best to use tools to organize inquiries under the customer’s name. For example, your clients may likely use all forms of communication to contact your business throughout the relationship, so your service tools should keep detailed records of all interactions.