There is a big advantage of using text message marketing to support customers in the after-sales process. This is because providing customer service updates via text reduces the need for your existing customers to call you for updates. Therefore, allowing you to save significant time and freeing up your employees to focus their attention on other business needs. Also, fewer existing customer queries ensures that most of the inbound calls that you receive will be new sales enquiries.
The first way in which you can use text message marketing is by sending customers order confirmations to their phones once they have made a purchase. This provides customers with the confidence that they have completed the order process correctly. It also provides customers with an easy way to access their order number if they need to use it later. Customers who receive a text message from you, immediately after purchasing, will get the impression that your company is very professional, well-organised and cares deeply about purchasing customers.
Another way to provide great customer service is by sending your customers delivery notifications via text message marketing. This ensures that your customers are kept up to date and informed of when their order should arrive at their chosen delivery address. This highlights great service because providing a time ensures that your customers do not need to
wait around at the delivery address all day wondering when their item will arrive. It also increases the likelihood that someone will be there to collect the order which avoids having to either leave the delivery in a safe place or attempt redelivery on a different day. Sending delivery notifications is particularly useful for food deliveries, time-sensitive order and large packages.
Keep customers updated
You should also inform your customers of any delays that may impact either the delivery process or the service that you are providing. Whilst this will be a frustrating text for your customers to receive, it will also be appreciated because it ensures that they are informed of the delay and the impact that it is expected to have. This will then allow your customers to make alternative plans or rearrange their schedule if needed. The benefit of using text message marketing to inform customers of delays is that almost all your delivered messages will be read. Alongside this, if you need to inform multiple customers of the delay then texting will reduce the number of inbound calls that you receive and therefore save significant time.
Depending on your industry, text message marketing can also be used for appointment reminders. This is as simple as texting your customers to let them know that their appointment is coming up in a few days and that they should contact you if they can no longer attend. Sending out reminder texts is great for both your company and the customer because it is proven to reduce the number of appointment no-shows. Your customer will benefit as they may have genuinely forgotten that the appointment is upcoming, and the text reminder will prompt them to attend.
Finally, text message marketing gives you a way of saying thanks. Every time a customer purchases you can text them expressing your gratitude. Additionally, you can include instructions for customers that are not fully satisfied with the product or service that they receive. You could also allow your customers to reply with a number that is ranked from 1-10. This provides your customers with a quick and easy way to communicate their feelings rather than having to write a review online. Furthermore, using text marketing to allows you to monitor the service that is being provided and if you are regularly receiving poor feedback then you can investigate and make relevant changes.