Text messaging is one of the most straightforward ways for a business to interact with its customer base, as it allows for two-way, real-time communication. Business texting is especially handy when a company is available 24/7, as clients usually require an instant answer to their issues. Additionally, such texts are easier to handle, as the character limit ensures that you get straight to the point. The best part is that with the use of a virtual phone system, it’s not even necessary to use a physical phone for business messaging. But there’s more to business text messaging than just that:
Most people have a phone close at hand, and when an SMS arrives, it’s hard not to check it instantly. Once opened, everything is set up for seamless communication. For one, you don’t have to double-check who you’re texting since the client’s name is visible, rather than their email address, which often doesn’t contain their full name. You also won’t lose valuable minutes retracing back through confusing email threads, as you can simply scroll up through the same messaging window. SMS is also inherently more informal than emails or phone calls, meaning you’re more likely to naturally chat with clients in a friendly manner. All this becomes even more straightforward when a virtual phone system’s desktop app is running in the background while you’re working, as you can answer straight away without leaving your desk.
Increased Customer Engagement
Business text messaging is more than just convenient; it can be used strategically to increase your connection with customers. For one, sending an appointment reminder to a client takes no time, and they’ll open an SMS much sooner than an email. Moreover, a direct phone call can seem pushy, and an email may not even be opened in the first place. The same applies to asking for feedback. Engaging with a customer through a business message trumps other methods, as clients can simply rate your product or service with a quick reply or click on a link and fill out a survey. Finally, how your team members handle customer relationships via business texts can also be measured through RingCentral’s various performance reports, making it easier to learn what needs tweaking.
Smoother Communication With Global Contacts
Whether you’re managing a small marketing agency, a growing law firm, or a hardware store, building connections with clients and associates abroad can be hugely beneficial. Still, international calling is typically expensive, and time zone differences can make scheduling calls a nightmare. Text messages, on the other hand, will be delivered to the recipient regardless of the hour and have minimal extra costs. Even those tiny additional payments disappear with enhanced business SMS that some VoIP providers offer like RingCentral.
Stronger Brand Loyalty
By being responsive and valuing feedback, you deepen your relationship with customers. As such, they will gradually see your business as trustworthy and one that takes care of its clients. With this kind of increased loyalty, customers can become your best sales representatives. After all, word-of-mouth advertising is prevalent in online communities, where all it takes is to send a text message to a friend recommending a service or product.
Showing how communicative you are through business texting can result in increased foot traffic to your store, especially if you take the time to send personalized discounts to customers. Before they come and visit in person, customers can send you a message to ask if the product is still available. You can either reassure them that it is or recommend a different – but similar – product. Furthermore, upselling becomes more straightforward, as you can offer something extra within the same messaging window. If you’re a provider of a subscription-based service, you must be ready to answer your clients’ questions quickly and efficiently. Fortunately, you can send them a link guiding them to an FAQ page via text, provide an answer directly, or create automatic replies. By not having to wait hours for an email or for someone to answer a call, the chances are it won’t take them long to subscribe.
Business text messaging is a mode of communication that’s always available, but you don’t have to let go of other channels. A virtual phone system like RingCentral can easily be your all-in-one solution. It combines business texting with regular phone calls, sending automated replies when you’re unavailable and transcribing voicemails. Tending to these small details soon results in the exponential growth of your customer base.
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