SMS marketing isn’t just about generating sales. In fact, it can be used to communicate with customers about a wide range of different topics. One way in which SMS marketing can be used to your advantage is by collecting customer feedback. This can be achieved by texting your customers with a series of questions, one at a time, to find out their opinions on topics such as customer service, product quality and value for money. Your customers are then able to reply to each question with a number that best reflects their opinion on each subject. There is no limit on the number of questions that you ask your customers, but it is likely that your customers will lose interest if you ask too many. Therefore, you should only ask the questions that you deem most important, we recommend between 4-6.
The main advantage of using SMS marketing to collect customer feedback is that it allows you to determine customer satisfaction. If you receive positive feedback, then that’s great! However, if you get mixed or poor results, then you can use the results to make improvements to either your customer service or the product that you provide. These changes could potentially be the difference between customers repeat purchasing or looking elsewhere.
Another benefit of collecting customer feedback via SMS marketing is that it shows your customers that you value their opinions. If your customers genuinely believe that you are asking for their opinions because you truly care about them, then this will leave them feeling valued. This should also increase the likelihood that they complete the survey. What is important though, is that you do implement any changes if there are any recurring themes that your customer feedback highlights.
Finally, SMS marketing is a great way to collect customer feedback because it allows your customers to respond when they feel that it is most convenient. Since text messages aren’t typically deleted, your customers may also scroll through their recent texts and decide to complete your questionnaires later. This can help you in gaining a larger number of responses, as other alternatives such as an in-store or website questionnaire would require the participant to submit their answers on the spot. Therefore, increasing the possibility that your customers will provide you with the all-important feedback that you need.
Use our calculator to work out your price (£) per credit below:
(1 Credit = 1 × 160 character text message).
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