One of the key benefits of SMS integration for customer service in marketing is its cost-effectiveness. There is no need to pay for text messages if you have already opted in to your marketing database. However, if you want to take SMS marketing further, you should ensure that you have opted-in forms on your website and other online channels. Also, when you start SMS for customer service, please introduce yourself to them as the sender, as they’ll likely be surprised to find that they are receiving text messages from unknown numbers.
Table of Contents
The cost-effectiveness of SMS integration in customer service can be demonstrated by the high return on investment of marketing campaigns aimed at product launches and fundraising appeals. Additionally, the customer feedback received through SMS is extremely helpful for product and service improvement. Therefore, by using SMS as a tool for customer service, businesses can maximize their return on investment by leveraging their customers’ mobile devices.
While the digital age is aimed at improving people’s lives, it also brings challenges to it. For example, most companies use various communication and internal systems. However, customers are demanding more digital options in their interactions with companies. SMS API integration brings modern communication to customers and streamlines business workflows. In addition, SMS API integration makes life easier for the teams and customers. In addition, it saves time and resources.
SMS has a high open and response rate compared to email, and it does not cost any extra money to use this method of customer service marketing. SMS texts can be sent for pennies per message! There are no other mediums as cost-effective as SMS in customer service marketing. SMS can provide your company with the opportunity to build a brand, build relationships with customers, and improve its bottom line.
Increased customer engagement
When properly implemented, SMS can be a powerful customer service channel, helping to deliver insights and knowledge to customers on the go. When used as part of a marketing strategy, SMS can be used to relay key information or ask for feedback after a service. When deciding whether to incorporate SMS into your marketing mix, take the time to consider your goals, KPIs, and resources. Here are some of the things you need to consider when integrating SMS into your business.
Permission-based: SMS marketing requires consent from customers before sending messages. To ensure you’re not sending marketing messages to unsuspecting individuals, obtain permission from the consumer via an online form or text message. You can also drive signups through other channels, including social media, email, and point-of-purchase. SMS marketing can be particularly effective when you provide valuable content or incentives and have a clear call to action.
Personalized messages: When used as a mobile marketing strategy, SMS can be conversational and tap into a broader narrative. For example, it can send an e-coupon, inform customers of an impending hard freeze, remind them to bring plants in during cold weather, or provide information about a product’s warranty. It can also trigger customer-generated messages like thank-you messages, which can be sent to customers after a purchase or ask for feedback.
Geofencing: When SMS is integrated into a marketing strategy, it can be used to target customers based on geofencing.
As SMS usage grows, it is important to follow the rules and avoid getting into trouble. Federal Communications Commission (FCC) complaints about SMS integration in marketing are increasing as more companies realize the power of this customer-centric communication. Companies must follow the rules of the TCPA, the primary anti-telemarketing law, and obtain written consent from consumers to send them text messages. This consent must be provided clearly and concisely, including a clear disclosure that saying “no” will not prevent the purchase of a product.
Some marketers believe that text messaging for marketing is safe. However, the FCC has ruled against this practice. It is not surprising, given the recent rulings in the Southern California district court and FCC. Although some marketers are concerned about the risks associated with SMS, they are not outweighed by the benefits of this marketing method. Using SMS as a customer service tool has several advantages that are well worth the potential risks.
Despite the recent ruling, businesses should consider how to implement a consent system. The FCC regulates email marketing and text messaging. They also regulate the content of messages and the disclaimers that accompany them. Their guidelines are outlined in the Short Code Monitoring Handbook. The FCC’s opinion also includes a comment on the need for prior express consent.
Additionally, businesses should ensure that the SMS marketing they use has an opt-out mechanism. It means that recurring-messaging programs must display an opt-out message at regular intervals. It is recommended that marketers post a notice describing this opt-out mechanism at regular intervals, such as once a month. Additionally, they can send a final message to the customer requesting their opt-out.