It only takes a glance at social media to see that as consumers, we love to reach out to brands day in day out. What was once a very one-way system for reaching out to brands, such as a formal letter and a waiting period of around 3 months for a response, is now a free for all over social media platforms.
You only need to tweet a company to get your answer within an hour or write under a picture on Instagram to ask a question about a specific product or a refund, for them to reply almost immediately offering you one on one service to get something sorted ASAP.
While this trajectory is great for consumers, it is also something that businesses now have to keep up with, if not for the sole reason of getting left behind from those who do implement these practices.
With that in mind, let’s take a look at how you can create inbound engagement for your business to help drive sales and customer satisfaction.
Manage Support Requests
Isn’t life easier when we can just message a business if we have a question? The answer is probably yes – if they reply! Having an automated FAQ setup means that customers can get the answers they are looking for as fast as they ask them.Or in worst case scenario, if the FAQ does not have the reply they need, they can be directed to someone who can help, either immediately, or who can contact the customer as soon as possible at the customers earliest convenience.
One of the best features about using SMS for inbound engagement is that it drives the non-critical queries to a place that can answer immediately, without taking up any time from customer representatives who are needed in other areas. This is also cost effective, because the more time a customer representative spends answering commonly asked questions, the less time they spend on helping customers who need a more specific answer or experience; and in the meantime, they could lose that customer!
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Ask For Donations
Depending on what type of business you are, you might want an easy way to encourage people to give donations. SMS is an excellent way to facilitate this as it is one of the quickest ways of enabling someone to donate. All they have to do is text back a code or a word along with how much they want to donate to your operatorand it is done!
Service information and availability
Another great way to boost engagement within your business is to utilize text messaging as a service. With SMS messaging, you can give your customers the option to retrieve information about your organization, such as things like opening times, store location, or their own personal account information.
This can also be taken a step further, with businesses able to use SMS to allow customers to request availability and make bookings, which would suit restaurants, doctors, or hairdressers really well.
