Introduce proactive communications SMS
Posted: Mon Jan 06, 2025 6:10 am
In other words, it’s about anticipating the customer’s call and implementing a communication strategy to provide them with information before they pick up the phone. By implementing an automated email and SMS system , or even a prominent mention on your company’s website, you can keep your customers informed and encourage them to use self-service channels. For example, you may find that after applying for a loan or service online, a customer calls you for additional information about the process and any delays, or even just a status update.
By sending your customers a rich SMS following an application, with a link to the FAQ or as a landing page , you can let them know that you will keep them updated as the application progresses. To do this, simply provide them with information before they even call. Plus, with a 96% open rate for an SMS, your business can rest assured that the update will be received and vietnam telegram database read. 4. Adopt a multi-channel approach It’s worth remembering that proactive communications will only be effective if they are received and read by the intended recipients.
Ultimately, the most appropriate channels will be determined by your customers’ preferences, but regardless, we always recommend adopting a multi-channel approach. However, given that 80% of customers of all ages want to be able to contact a business via SMS, and that the click-through rate on a URL via SMS is 19% (compared to just 4.2% via email), this channel can be particularly effective. 5. Constantly optimize online support content Online supplemental content includes everything from FAQs and web pages to how-to videos.
This type of content needs to be constantly updated, not only to reflect changes in procedures, services, and products, but also to evolve based on customer demand. In addition to data from call analytics, you can also monitor your website data, such as search terms, to get an up-to-date picture of what information customers are looking for and create or update materials accordingly. We would love to talk to you to better understand your business challenges and explore how our communication solutions could help you.
By sending your customers a rich SMS following an application, with a link to the FAQ or as a landing page , you can let them know that you will keep them updated as the application progresses. To do this, simply provide them with information before they even call. Plus, with a 96% open rate for an SMS, your business can rest assured that the update will be received and vietnam telegram database read. 4. Adopt a multi-channel approach It’s worth remembering that proactive communications will only be effective if they are received and read by the intended recipients.
Ultimately, the most appropriate channels will be determined by your customers’ preferences, but regardless, we always recommend adopting a multi-channel approach. However, given that 80% of customers of all ages want to be able to contact a business via SMS, and that the click-through rate on a URL via SMS is 19% (compared to just 4.2% via email), this channel can be particularly effective. 5. Constantly optimize online support content Online supplemental content includes everything from FAQs and web pages to how-to videos.
This type of content needs to be constantly updated, not only to reflect changes in procedures, services, and products, but also to evolve based on customer demand. In addition to data from call analytics, you can also monitor your website data, such as search terms, to get an up-to-date picture of what information customers are looking for and create or update materials accordingly. We would love to talk to you to better understand your business challenges and explore how our communication solutions could help you.