Customer engagement is a tough metric to measure, but it’s one of the most important things a marketing department does. Engaging with your customers can increase how much your customers spend significantly, and help build more trust in your brand. This leads to customer loyalty, referrals, and much more.
One of the best tools you can use to actually improve your company’s customer engagement is SMS and text messaging.
Here are 4 simple ways you should be using SMS to better engage with your existing audience:
- Create Mobile-Based Sales or Promotions
SMS is the perfect platform for delivering information about sales or promotions for a couple of reasons. First, it’s instant. A huge majority of all SMS text messages - an incredible 90% of them - are read by the recipient within 3 minutes of being sent! So, you can send messages during peak time to make the most of your messaging, or you can send limited-time offers, knowing your audience will see them.
Another huge benefit is being able to target your audience precisely. You can segment your audience automatically upon registration, and you can also use their phones to help you out. Once they are registered, you can send them polls to learn more information about them and what offers they would like to receive. If you have a mobile app, you can have them enable their location, so you can send offers to anybody who’s currently close to your store.
- Offer Text-Based Customer Service
Text messages are read so quickly because users are almost always on their phones, with most people using it at least once per hour. If you want to provide convenient customer engagement, it makes sense to offer it via SMS. Customers can reach out to you whenever they have a problem and you can solve it quickly and easily. They’ll be able to keep the information on file and pull it up whenever they need it, wherever they are. On your end, you can handle it easily from a web-based platform so you don’t need to keep picking up a phone to help your customers.
- Send Reminders
Another useful feature of SMS is that you can schedule messages to be sent automatically. If your customers regularly set appointments or have reservations, you can send them a reminder an hour or so before they’re supposed to arrive. Alternatively, you could send them an automatic message when something is back in stock, or when something is ready to be picked up or delivered. It’s the perfect way to send any type of reminder!
- Send Action-Based Messages
Another way to engage with your users is by sending them messages whenever they decide to take a specific action. For example, you could send a quick message if they visit an FAQ page with some additional information, or you could send a welcome message when they register with you. The key is using SMS to always deliver relevant information to your customers, so that they will continue to appreciate everything your company has to offer.
Finding ways to engage with your audience is one of the toughest problems you face as a company. Luckily, SMS makes it simple. You’ll be able to reach out to them whenever you want, offering promotions, customer service, and more. Both your company and your customers will enjoy the convenience!
For more information on how to integrate an SMS platform to improve customer engagement, click here!
Ken Rhie is the CEO of Trumpia, which earned a reputation as the most complete SMS solution including user-friendly user interface and API for mobile engagement, Smart Targeting, advanced automation, enterprise, and cross-channel features for both mass texting and landline texting use cases. Mr. Rhie holds an MBA degree from Harvard Business School. He has over 30 years of experience in the software, internet, and mobile communications industries.